Support / A practical guide

Keep your work
moving.

Start a client glossary, recover your purchase or understand the last saved Watch collection.

Lexivow support

support@nexlevel.com.br ↗

Include the device, OS version, app version and steps to reproduce the issue. Send a redacted example rather than confidential client content.

Before troubleshooting
Export a private backup if you need to preserve your records. That file contains sensitive notes and is not encrypted; it does not include recorded audio.

Common questions

How do I record my first approved term?

Create a client and project, then capture a source phrase and preferred target term. Add context and a source reference. Review the candidate and record who approved the wording. Approval is your record of a human decision; Lexivow does not independently certify translation accuracy.

Why can’t I export a glossary?

Client handovers include approved records with source-sharing permission. Check that the selected client/project is correct, that the terms have an approved revision and that each included source is cleared for sharing. Private notes are excluded from handovers.

How are revisions preserved?

Revising an approved term creates a candidate successor. Review and approve that successor deliberately; the earlier approved wording stays identifiable in history. Contextual exceptions belong beside the preferred term and do not silently replace it.

Does extraction translate my source?

No. Paste only material you are permitted to use. On-device extraction lists candidate words; you choose them and supply their translations. Saved results start as unapproved candidates. Free can insert one term at a time; Pro adds batch insertion.

Why is my Watch showing older terms?

The watch keeps its last complete phone snapshot. Open Lexivow on your paired iPhone, select the intended client and pin approved terms. On Watch, open Collection status and refresh. Check the displayed client and saved time. Offline client changes or deletions arrive only after reconnection.

Where are my voice recordings?

Pronunciation notes stay on the device where they were recorded. Private JSON backups and shared glossary exports do not include audio. Microphone permission is requested when you choose recording. Written notes and Apple text pronunciation remain available without recording permission.

Can I restore a private backup?

In Settings, choose Restore private backup and select your Lexivow JSON file. Read the replacement confirmation: restoring replaces all current client records and removes old voice recordings. Back up the current archive first if needed. A failed save leaves the existing record archive unchanged.

How do I delete everything?

Use Settings → Delete all records and confirm. Verify the success message; retry any reported voice-note cleanup failure. Separately remove files exported to Files or other services. Connect your Watch so it receives the empty collection. Deletion does not cancel subscriptions.

Where can advertising appear?

Free may display one small Google AdMob banner in Settings/help. Pro is ad-free. There are no ads on Apple Watch or in capture, lookup, review, export or purchase screens. The app requests at most one banner per session, with a 30-minute cooldown and a maximum of three requests in a rolling 24 hours; automatic refresh is disabled.

How do I change advertising privacy choices?

Open Advertising privacy options in Settings when available. Google’s consent platform determines which choices apply to your region. Ads are requested as non-personalized, publisher first-party ID is disabled, and Apple tracking authorization is required before Google Mobile Ads starts or a banner loads. Declining authorization skips ads without removing any Free features. Google may still process device, network, diagnostic and ad-interaction data. Terminology, client details, private notes and recordings are not provided for ad targeting. Core glossary features continue to work without an ad.

Pro is missing after purchase. What should I do?

Use Restore purchases in Settings while signed into the Apple Account used to purchase. Pending purchases activate only after Apple confirms them. If no entitlement is found, check your Apple purchase history and subscription status. Existing records remain readable and exportable when Pro ends.

How do I manage billing or request a refund?

Manage or cancel subscriptions in your Apple Account subscription settings. For billing and refund requests, use Apple’s support links below. Uninstalling Lexivow or deleting records does not cancel a subscription.

How can I report an accessibility issue?

Email the screen name, device model, OS version, appearance, text size and assistive technology you use. A redacted screenshot can help. Avoid including confidential client text or a private backup.

Apple billing help

Current localized prices, subscription periods and eligible trial terms are shown in the app’s Apple purchase flow. Never send passwords, payment-card details or one-time security codes to support.