Troubleshooting

The bubble doesn't appear

Check these in order — it's nearly always the first two.

1. Is "Display over other apps" on?

   Settings → Apps → Special app access → Display over other apps → Wingyy

   Without this there is no bubble at all, anywhere. On Android 15 and 16 this toggle can itself be greyed out — do the restricted-settings unlock first.

2. Is Wingyy Reader on?

   Settings → Accessibility → Installed apps → Wingyy Reader

   The bubble only shows itself once the reader tells it you're in a supported chat app. Accessibility off means the bubble stays hidden even with the overlay permission granted.

3. Are you actually in a supported app?

   The bubble deliberately doesn't follow you everywhere — it only appears in the supported chat apps. On a home screen, in Settings, or in an unsupported app, no bubble is correct behaviour.

4. Did you open Wingyy at least once after installing?

   Android won't let an app start its background service until you've launched it once. Open Wingyy, then switch to your chat app.

5. Is it just off-screen?

   The bubble remembers where you dragged it. If you parked it at the very edge it can end up under a rounded corner, a camera cutout, or behind the keyboard. Close the keyboard and look along both edges. If you still can't find it, toggle the overlay permission off and on to reset it.

6. Did it appear and then vanish?

   That's a different problem — the service is being killed. Go to App killed in the background.

The accessibility toggle keeps turning itself off

You enable Wingyy Reader, it works, and some time later it's off again. There are four causes, in rough order of likelihood.

1. The battery manager killed the service. When Android or the manufacturer's power manager force-stops an app, its accessibility service goes down with it, and on some builds the toggle is left switched off. Fix the battery settings — see below — and this stops happening. This is by far the most common cause.
2. You're on Xiaomi/MIUI or HyperOS. MIUI is notorious for revoking accessibility permission every time it kills the app. Autostart plus "no restrictions" plus locking the app in recents is the combination that fixes it — details below.
3. Android's unused-app auto-reset. If you don't open Wingyy for a couple of months, Android revokes permissions and may hibernate the app. Turn it off: Settings → Apps → Wingyy → Pause app activity if unused (Android 12+) or Remove permissions if app is unused (Android 11) → off.
4. A "phone cleaner" or security app. Third-party cleaners and some built-in "phone manager" tools disable accessibility services on a schedule because they consider them suspicious. Add Wingyy to that app's exclusions, or uninstall the cleaner.

"Restricted setting" — the toggle is greyed out and won't move

Android 13 and newer block sideloaded apps from taking the accessibility permission until you confirm it deliberately. Nothing is wrong with your phone or with Wingyy.

Settings → Apps → Wingyy → ⋮ (top-right) → Allow restricted settings → confirm with PIN

Then go back and turn Wingyy Reader on.

If "Allow restricted settings" isn't in the ⋮ menu: you have to trigger the restriction first. Go to Settings → Accessibility → Wingyy Reader, tap the greyed-out switch, dismiss the "Restricted setting" dialog, then open App info and check the ⋮ menu again. This is especially true on Android 14.

On Samsung the option is sometimes a row on the App info page rather than in the ⋮ menu, and sometimes it only shows up after you've closed Wingyy and cleared it from recents. The full Samsung sequence is here.

If your phone has no screen lock, set a PIN or pattern first — Android won't grant the unlock without one.

On Android 16 with Advanced Protection enabled, this cannot be unlocked at all; sideloading is blocked at the OS level. More here.

Wingyy's own setup screen has a Wingyy Reader is greyed out? button that jumps straight to the right page.

The scan returns nothing, or the wrong messages

Nothing comes back at all

• You weren't inside a conversation. Scanning from the match list or the inbox gives the coach nothing to read. Open the actual chat thread first.
• The chat is empty or has one message. There's nothing to work with; send or receive something first.
• Accessibility got switched off between scans. Check the toggle — see above.
• The chat app updated and changed its layout. Apps like Tinder and Instagram redesign frequently, and a redesign can break the read until we adapt. This is the one case where a bug report with logs genuinely helps us fix it quickly — tell us which app and what the screen looked like.

It read the wrong conversation, or mixed two people up

• Scroll to the bottom of the chat before scanning. Wingyy reads what's on screen and scrolls back from there; starting halfway up gives it a partial, mid-conversation view.
• Two matches with the same first name. Wingyy groups conversations by the name shown at the top of the chat, so two Emmas in the same app can merge. Rename one contact in the chat app if you can.
• The same person on two apps. Wingyy tries to link them into one conversation on purpose so context carries over. If it linked the wrong two, the link can be managed from the bubble panel.

It missed the earlier part of the conversation

A scan scrolls back a limited number of screens. If you need the coach to see deeper history, raise Settings → Scan depth inside Wingyy — at the cost of a slower scan.

Snapchat shows no messages

What does work on Snapchat:

• Saved messages (long-press → Save in Chat) stay on screen and get read normally.
• Screenshot the message before it disappears, then use + Attach screenshot in the bubble panel.
• The Translate tool works regardless — type what you want to say and Wingyy rewrites it, no reading required.

Snapchat also periodically reworks its chat UI, which can break the read independently of the ephemerality. If saved messages aren't being picked up either, send a bug report.

Out of tokens

One token is one AI action — a scan, an analysis, or a translation. When your balance hits zero the tools stop until it refills.

• On the free trial: the trial is 30 tokens, once per device. When they're gone, subscribing is the way to continue.
• On a subscription: your balance resets to your plan's amount at the start of each billing cycle. Unused tokens do not roll over.
• Need more mid-cycle: buy a top-up from inside the app.
• Balance looks wrong: pull to refresh in the app, or close and reopen it — the balance is fetched from the server and can be stale after a top-up. If it's still wrong a minute later, tell us and we'll check the ledger.

Sending feedback or a bug report never costs a token.

License key not accepted

1. Paste, don't type. Keys are long and easy to mistype; an I/l or O/0 mix-up looks identical on a phone screen.
2. Check for a trailing space. Copying from an email often grabs a trailing space or newline. This is the single most common cause. Select the field, clear it completely, paste again, and delete any stray space at the end.
3. Check you're using the key and not the order number. The key is the one shown on the success page right after checkout.
4. Lost it? On the Wingyy home page there's a "Lost your license key?" box — enter the email you used at checkout and it gets resent. Check spam.
5. Used a different email than you think? The key is tied to the checkout email. If the recovery form says nothing arrived, try the other addresses you might have used.
6. Still rejected? Email support@wingyy.app from the checkout address and we'll look it up.

You don't need the key on the free trial — tap Try free instead.

The update won't install ("App not installed" / signature error)

Android refuses to install an APK over an existing app unless both are signed with the same key. When it refuses you'll see something like App not installed, App not installed as package appears to be invalid, or an explicit signature-mismatch error.

This is a security feature — it's what stops anyone else from pushing a fake "Wingyy update" onto your phone. It shows up in two situations:

• You have an older build that was signed with a different key than current releases.
• You downloaded the APK from somewhere other than wingyy.app.

The fix

1. Make sure you can get back in

   Copy your license key first: Settings → Your license → Reveal → Copy. It's the only thing you actually need to save — your matches and coaching memory restore from the server the moment you sign back in. Full detail, including how to recover a key you no longer have: Reinstalling Wingyy.

2. Uninstall Wingyy

   Long-press the icon → Uninstall.

3. Install the fresh APK from wingyy.app

   wingyy.app/get — and only from there.

4. Re-enter your key and redo the permissions

   A clean install means accessibility, overlay and the restricted-settings unlock all have to be granted again. The install guide walks through it.

If the in-app updater fails without even reaching the install screen, it's usually a missing permission rather than a signature problem: grant Settings → Apps → Special app access → Install unknown apps → Wingyy. See Updating Wingyy.

Wingyy gets killed in the background

Symptoms: the bubble works, then disappears after a few minutes, after a screen-off, or overnight. Android — or more often your manufacturer's own power manager — has stopped the service.

Do all of these:

1. Battery: Unrestricted. Settings → Apps → Wingyy → Battery → Unrestricted. On Android 11: Battery optimisation → Don't optimise.
2. Keep notifications on. The persistent notification is what marks the service as a foreground service. Block it and Android becomes much more willing to kill it. Set it to Silent if it bothers you, don't block it.
3. Lock Wingyy in the recent-apps view if your phone supports it (padlock icon on the app card). This stops "clear all" from killing it.
4. Turn off adaptive battery / power-saving modes while you're testing, then re-enable and confirm it still survives.
5. Do the manufacturer-specific steps below. On Samsung, Xiaomi, OPPO/OnePlus and Huawei, Android's own settings are not enough on their own.

Chrome won't let me download the APK

• The standard warning — This type of file can harm your device or a shield icon with File might be harmful — is normal. Tap Download anyway / Keep. Sometimes the option is hidden behind the ⋮ next to the download in Chrome's download list.
• If the download silently disappears, open Chrome → ⋮ → Downloads and look for it there with a "blocked" label; the resume/keep action is usually available from that screen.
• If Chrome refuses entirely, try a different browser, or open the link in Firefox or Samsung Internet.
• On a work or school phone the block may be enforced by device management, in which case no browser will work and there's nothing we can do from our side.

Play Protect won't let me install at all

The normal warning gives you More details → Install anyway. If those options are missing and you only get an explanation of what Play Protect is, the install has been hard-blocked.

• Make sure you actually tapped More details — Install anyway is hidden behind it, and tapping Got it or OK cancels the install.
• Confirm you're installing the file from wingyy.app and not a copy from an APK mirror site. Mirrors repackage and re-sign APKs, and repackaged builds are exactly what Play Protect hard-blocks.
• On Android 16, check whether Advanced Protection is on — it blocks sideloading outright and there's no override. Read this first.
• On a managed work phone, sideloading may be disabled by policy.

Manufacturer-specific fixes

Samsung (One UI)

• Never sleeping apps: Settings → Battery → Background usage limits → Never sleeping apps → + → Wingyy. On some versions: Settings → Battery and device care → Battery → Background usage limits.
• Check the sleep lists: in the same screen, make sure Wingyy is not under Sleeping apps or, worse, Deep sleeping apps — apps in the deep list never run in the background at all.
• Battery: Unrestricted: Settings → Apps → Wingyy → Battery → Unrestricted.
• Missing ⋮ on the App info page? That's the known Samsung quirk for the restricted-settings unlock — the sequence that works is here.
• Device care auto-optimisation: if Auto optimisation is set to restart daily, it can close Wingyy. Turn it off in Device care → ⋮ → Automation.

Xiaomi, Redmi, POCO (MIUI / HyperOS)

The most aggressive platform, and the only one where the accessibility permission itself gets revoked when the app is killed. All three of these are required:

• Settings → Apps → Manage apps → Wingyy → Autostart → on
• Settings → Apps → Manage apps → Wingyy → Battery saver → No restrictions
• Open recent apps, swipe down on (or long-press) the Wingyy card and tap the padlock to lock it

Also check Settings → Battery → Battery saver / scenarios for any option that closes apps when the screen is off, and turn it off. If accessibility still gets revoked after a reboot, re-enable it once — MIUI generally holds it after the three settings above are in place.

OnePlus, OPPO, realme (OxygenOS / ColorOS)

• Settings → Battery → Battery optimisation → Wingyy → Don't optimise
• Settings → Apps → Wingyy → App battery usage → Allow background activity (or Unrestricted)
• Turn off Sleep standby optimisation under Settings → Battery → More settings if present
• Lock Wingyy in the recent-apps view

Huawei, Honor (EMUI / MagicOS)

• Settings → Battery → App launch → Wingyy → switch to Manage manually, then turn on all three: Auto-launch, Secondary launch, Run in background
• Turn off Power Genie-style optimisation for Wingyy if your build exposes it

Scans are slow or time out

• The first scan of a new conversation is the slowest — it scrolls back through history to build context. Later scans on the same chat are quicker.
• Scan depth in Wingyy's settings trades speed for context. Lower it if scans feel sluggish.
• Weak connection: the coaching runs on our server, so a bad mobile signal shows up as a slow or failed scan. Try on Wi-Fi to rule it out.
• A failed scan should not consume a token. If you're being charged for scans that error out, report it — that's a bug, and we'll credit you.

Sending a bug report from the app

This is the fastest route to a fix, and it costs nothing.

1. Open Wingyy → Settings

   Scroll to Support & feedback.

2. Pick the type

   Bug, Feedback or Idea. Choosing Bug automatically ticks Include recent logs.

3. Describe what happened

   Useful: which app you were in, what you tapped, what you expected, what you got. "Scan in Hinge returned an empty panel, three times in a row, on the same chat" is enormously more actionable than "doesn't work".

4. Leave "Include recent logs" ticked

   It attaches recent app logs plus your device model and Android version. That's usually what lets us reproduce the problem. Untick it if you'd rather not send logs — the report still goes through.

5. Tap Send

   You'll get a "Sent — thank you!" confirmation. If it fails, check your connection and try again, or email support@wingyy.app.

If the app crashes on launch and you can't reach Settings at all, email us with your phone model, Android version, and when the crash happens.