Support
We’re here to help.
The quickest answers to what teachers ask us most, and how to reach us when they are not enough.
In short
- Email support@gradely.ph — we read everything and reply in plain language.
- Plan missing after paying? Give it a minute, then reopen Settings → Subscription.
- Cancel any time in Google Play or the App Store. Refunds are handled by the store.
- Never email us student names or marks. We never need them.
I can’t sign in
Check the address and password, then use Forgot your password on the login screen: we email a six-digit code, so the email address on your account must be one you can open. If you signed up with Google or Facebook, use the same button again. There is no password to reset for those accounts.
My plan didn’t appear after I paid
The store tells us about a purchase on its own, and it can take a minute. Close Settings → Subscription and open it again. Make sure you are signed in to the same Gradely account you paid with. If it still shows Free after a few minutes, email us the address on your account and the date of the payment.
Cancelling, changing or refunds
Cancel in your Google Play or App Store subscription settings. You keep your plan until the end of the period you have paid for. Refunds are handled by Google Play or the App Store under their own rules.
I lost my phone or got a new one
Sign in on the new phone, then go to Settings, then Backup and restore, and tap Restore file. We email a six-digit code to the address on your account to confirm the restore. Your gradebook lives only on your phone, so without a backup file it cannot be recovered by anyone — and automatic backups are saved on the phone too, so they are lost with it unless you shared a copy somewhere else. Your plan comes back on its own once you sign in.
The restore code has not arrived
It goes to the email address on your account, so that mailbox has to be one you can open. Check your spam folder. A code lasts 15 minutes and can only be used once; tap Send a new code on the same screen for another. Restoring needs a connection.
The app asked me to sign in again
Gradely needs to reach your account at least once every five days. After five days offline it signs you out, so a closed account or a changed password cannot stay signed in on a phone that never checks. Sign in again when you have a connection: your gradebook was never touched and opens exactly as you left it.
I picked the wrong education level
Settings, then Education level. Changing it clears the gradebook on your device and permanently retires every backup you have taken, including files you saved elsewhere — the level decides how school years, terms and grading schemes are built, so there is no way to carry a gradebook across. If there is anything you need, export it first. Your name, your plan and your app settings are kept, and the app asks you to type CHANGE before it does anything.
A backup will not restore after changing my level
That is deliberate and it cannot be undone. Backups taken before an education-level change can never be opened again, by you or by us — the change alters the key they are sealed with. Backups you take after the change work normally.
Deleting my account
Settings, then Teacher profile, then Delete my account. See the account deletion page for exactly what that removes. It does not cancel a store subscription, so cancel that in Google Play or the App Store first. The store keeps charging you until you do, and those payments do not reach any Gradely account.
I deleted my account and I am still being charged
Deleting the account does not cancel the subscription, and we cannot cancel it from our side. Cancel it in your Google Play or App Store subscription settings, then ask the store for a refund of any charge made after the deletion. Refunds are the store’s decision, under its own rules. We keep nothing after an account is deleted, so we cannot look up the account or restore the plan.
Something is broken
Tell us what you were doing, what you expected, and what happened instead, and include your phone model and the version shown at the bottom of Settings, then FAQ. Please do not send student names or marks; we never need them.
Questions about any of this?
support@gradely.ph