Steps are not updating
- Open Apple Health and confirm that recent step data appears there.
- In Health or iOS Settings, review app access and make sure GemStep can read Steps.
- Return to GemStep, bring it to the foreground, and use the sync or retry action if shown.
- If your phone was locked, wait briefly after unlocking; HealthKit data may not be available to apps while the device is locked.
Apple does not reveal whether Health read access was denied, so “no readable data” can mean either no steps are available or permission is off.
The widget looks stale
- Open GemStep once so it can sync and publish a fresh widget snapshot.
- Confirm Widget Background Updates are enabled for your device.
- Remove and add the GemStep widget again if its artwork is blank.
- Restart the iPhone if multiple widgets are not refreshing.
iOS decides the exact widget refresh schedule. The widget may update later than the app even when everything is working.
Crystal progress looks delayed
HealthKit can receive and adjust steps after a delay, particularly when an Apple Watch or another source syncs later. GemStep recalculates from the latest available aggregate while keeping confirmed crystal growth from moving backward.
Try opening Apple Health first, then reopen GemStep. Do not combine source totals manually; HealthKit already de-duplicates supported sources.
Export or sharing failed
- Check that the iPhone has enough free storage.
- Keep GemStep in the foreground while a video is rendering.
- Try a still image before retrying the video export.
- Choose a different share destination if one app’s share extension stops responding.
Temporary export files are created on the device. GemStep does not upload your crystal to render it.
Purchase is not recognized
- Confirm you are signed into the App Store with the Apple Account used for the purchase.
- Open GemStep Settings and choose Restore Purchases.
- Check Apple’s System Status and your internet connection.
Billing and refunds are handled by Apple. GemStep never receives your full payment-card information.
Backup import did not work
Only import an unmodified .gemstep.json backup created by GemStep. The app checks the schema and integrity before replacing local data. Keep the original file until you confirm that the restored collection is complete.
For your privacy, do not attach a backup to a support email unless we have agreed on a safe way to inspect a specific issue.
