Assistance
Assistance
Les problèmes que l'on rencontre vraiment, avec la solution pour chacun, et une ligne directe vers un humain pour tout le reste.
More general questions live in the help hub and the troubleshooting FAQ.
Common issues
The app won't unblock after my session ended
First check the session has genuinely ended: a hard lock runs to its timer and a Nuclear lock to its date, and neither lifts early. If it has ended, give the devices a moment to sync, then restart the Welockin app on the device that is still blocking. If it stays locked past its end time, that is a bug. Contact us with your device, OS version and the session's end time, and we will sort it out.
Not sure which lock you started? Soft Lock vs Nuclear Lock explains the difference.
I forgot my password
Reset it yourself: enter the email address on your account and we send a link to set a new password. The new password applies on every device the next time you sign in.
Head to reset your password. It takes about a minute. No email after a few minutes? Check spam, then try again with the exact address you signed up with.
My purchase isn't showing up
Make sure you are signed in with the same email address you used at checkout. The licence is tied to your account, and a different address is the cause in most cases. Desktop purchases go through Lemon Squeezy, so look for their receipt email to confirm which address you bought under; app-store purchases can be restored from the store on the device you bought with. Still missing? Send us the receipt and the email on your account, and we will connect the two.
How the trial, licence and refunds work is laid out in the Terms of Service.
How do I report a bug?
Use the form below or email us, and include: your device and OS version, what you did, what you expected, and what happened instead. If something isn't being blocked, the exact app name or URL is the single most useful thing you can send. It is what turns a report into a fix rather than a back-and-forth. Screenshots help too.
For blocking issues, run through the blocking checklist first. Most reports turn out to be a device that was never synced.
Is the service down?
We don’t run a public status page yet. Blocking itself happens on your device, so it keeps working even if our servers have a bad moment. Sync and sign-in are what would be affected. If either seems down for more than a few minutes, email hello@welock.in and we will tell you honestly what is going on.
Send us a message
Describe the problem below and it lands with the students who wrote the code, usually answered between two lectures.
Prefer plain email? Write to hello@welock.in. It reaches the same inbox.