We're here to help.
First off, we know this can be incredibly frustrating, especially when you've worked hard to build up a long streak. We sincerely apologize for the inconvenience and will make sure you're well taken care of.
If your streak reset unexpectedly and you're not sure why, we can manually restore it for you while we investigate what happened.
Common causes of "Streak" resets
1) Using "Unblock" after reaching unblock limits
If you unblock apps after you've exceeded your set number of unblocks, you will lose your "Streak." Learn more here. This is the most common cause of streak resets. Think back to the past day or two: Did you use any "Unblock" buttons after reaching your unblock limits?
2) Technical glitches (rare)
In rare cases, streaks may reset due to technical issues with data syncing or app conflicts.
If your "Streak" reset without explanation
If you're certain you didn't use any unblocks and your streak reset unexpectedly:
Step 1: Update your app
First, please make sure you're on the latest version of Roots (version 2.14 or higher):
Open the App Store
Search for "Roots"
If an update is available, tap "Update"
Step 2: Contact us for restoration
We can restore your streak - please contact us by tapping the chat bubble below and include:
Your Roots Account ID - Find this by going to: "Roots > Profile > Account Settings (top of screen) > Tap on Your Name > Account Details > Account ID"
Your streak count before the reset (unless we can already see this on our end)
Brief description of what happened
Important: If your Roots email is a private relay email (ending in @privaterelay.appleid.com), please also include an alternate email address where we can reach you directly.
Preventing future "Streak" resets
Be mindful of your unblock count
Good news: We’re planning to add a warning soon that lets you know if you’re about to lose your streak when unblocking.
Need more help?
Get personal help from one of our founders here. We know this can be frustrating, and we appreciate your patience. We're happy to assist - and we'll even reward you for your valuable time!