Try Dry help centre

We hope you love using Try Dry, but unfortunately problems do occur from time to time. Here are some reasons why you might be experiencing app issues and ways to solve them.

We're currently experiencing a few issues with the Try Dry app. We're really sorry about this, and are working on a fix. Please see below for some solutions in the meantime.

I received my Dry January badge but now it's disappeared.

The app has got a little over-excited and is trying to encourage you to do Dry January 2021 already! We're working on a fix for this to allow you to keep your badge for 2020. In the meantime, why not download your certificate?

I've reached the end of Dry January and haven't received my badge.

Please take a look at the simple solution below, 'My dashboard and calendar dry days don't match.'

My dashboard and calendar dry days don’t match.

We're very sorry you're experiencing this problem! During routine maintenance on 9/10 January we had a problem which meant that some users’ calendar statuses weren't saved on the app’s server for a few hours.

If you're experiencing this problem, please update the app via the App Store (iPhone) or Google Play (Android). If this doesn't work, please logout and login again and re-enter your status, marked by the ‘?’ on your calendar. This should correct your dry day counts. If you still have problems after this please let us know by filling in this form.

My app is frozen on the home screen.

We're very sorry you're experiencing this problem. It should be solved by installing the latest app update. Alternatively, try uninstalling and re-installing the app. You won't lose any of your data by doing this.

If the problem persists, please let us know by filling in this form.

I'm having issues resetting my password.

When re-setting your password, please make sure that you set a complex password with at least 8 characters.

Some android users have been able to reset with passwords with fewer than 8 characters. The app will then not let you log in with a password of this length, even if you have reset it successfully. If you experience this please request a new password reset and ensure you use 8 characters or more.

Some iPhone users have tried to reset their password using fewer than 8 characters and have seen an error message stating that their 'token' has expired. If you see this, please request a new password reset and ensure you use 8 characters or more.

We hope you're really enjoying using Try Dry and collecting those teacups! We're always working to make it better, and really appreciate your feedback.

Accessing the app

Out of date app version

Sometimes issues might occur with old versions of the app. To find out whether you’re using the most recent version of the app, open the app and click on the ‘Settings’ tab. Scroll to the bottom of the page where you should see a number – this is the version number. The current version is 1.2.2 (88).

If you do not have this version, please update the app in your App Store (iPhone), or Google Play (Android).

If you can’t open the app but suspect you may be using an out of date version, simply uninstall and reinstall the app from the App Store or Google Play. Don’t worry – you won’t lose your data.

Old device operating system

If your phone is using an old operating system the app might not work as it should on your phone. To check if you are using the latest operating system for your device:

(Android) Select Settings > About phone > Android version

(IOS) Select Settings > General > About > Version.

Slow or no internet connection

It may be that you currently have a slow internet connection, or none at all. The app does not currently work offline, so you need a strong internet connection to use the app.

High demand on the server

At certain times during the day, especially in January, there are a lot of people using the app at the same time. We do all we can to make sure this doesn’t affect your experience, but sometimes it can cause problems. Please be patient – especially on 1 January - and check back after an hour or so. We monitor the server speed and make changes if we pick up any problems.

“Have you tried switching it off and on again?”

While this little gem of wisdom is a standing IT joke, it does often work wonders. From time to time, our phones need a little reset to get them working optimally again. Simply restarting your phone might sort out the problem. If this doesn’t work, it may be worth uninstalling and reinstalling the app. Don't worry – you won’t lose your data.

If none of these solutions work, please fill in this form. A member of our team will get back to you as soon as possible.

Sorry about that! There could be several reasons why this issue has occurred.

Slow or no internet connection

It may be that you currently have a slow internet connection, or none at all. The app does not currently work offline, so you need a strong internet connection to use the app.

High demand on the server

At certain times during the day, especially in January, there are a lot of people using the app at the same time. We do all we can to make sure this doesn’t affect your experience, but sometimes it can cause problems. Please be patient – especially on 1 January - and check back after an hour or so. We monitor the server speed and make changes if we pick up any problems.

“Have you tried switching it off and on again?”

While this little gem of wisdom is a standing IT joke, it does often work wonders. From time to time, our phones need a little reset to get them working optimally again. Simply restarting your phone might sort out the problem. If this doesn’t work, it may be worth uninstalling and reinstalling the app. Don't worry – you won’t lose your data.

Old device operating system

If your phone is using an old operating system the app might not work as it should on your phone. To check if you are using the latest operating system for your device:

(Android) Select Settings > About phone > Android version

(IOS) Select Settings > General > About > Version.

Out of date app version

Sometimes issues might occur with old versions of the app. To find out whether you’re using the most recent version of the app, open the app and click on the ‘Settings’ tab. Scroll to the bottom of the page where you should see a number – this is the version number. The current version is 1.2.2 (88).

If you do not have this version, please update the app in your App Store (iPhone), or Google Play (Android).

If you can’t open the app but suspect you may be using an out of date version, simply uninstall and reinstall the app from the App Store or Google Play. Don’t worry – you won’t lose your data.

If none of these solutions work, please fill in this form. A member of our team will get back to you as soon as possible.

You can reset this yourself within the app. Simply open the app > click ‘Login’ > click ‘Forgot your password?’ You will then receive an email from Dry January within a couple of minutes. From that email you will be directed to a website where you can set a new password. You’re back in business.

Bear in mind that each password reset request only lasts for 60 minutes, so you must click on the link within the email before the hour is up. If the time limit has expired, you can request a new password reset link, but you can also have only one password reset can be available at any one time.

There’s more info on below on what you can do if you don’t receive your password reset email.

There could be several reasons why you have not received your password reset email:

  • Check in your spam or junk email folder.
  • Many of us have several email addresses, so it’s possible that you may have registered with a different email on the app than the one for which you have requested a password reset. Please double check whether the email you have entered to request a password reset is the one you registered with.
  • Last year we picked up that some users had small typos in their email addresses, for example changing @gmail.com to @gmail.con. If this happened to you you will need to create a new account. This won’t give you access to your old data, but it will enable you to use the app again. We now ask all new sign-ups to enter their email address twice, to try to reduce the number of people experiencing this problem, although some people will still make mistakes when entering their email address.

If you’ve found your password reset email, but it’s not working, this could be why:

  • If the email is more than an hour old, or not the most recent password reset email, it will not work. It’s tempting to request multiple password resets if the email isn’t coming through, but this could make the process more complicated. We suggest you submit one request and wait for that email.
  • Occasionally some devices have difficulty opening the password reset email in specific browsers, like Google Chrome or Safari. You click on the link but nothing happens, or the browser doesn’t show any message. If this happens to you, try copy and pasting the URL into a different browser.

If none of these solutions work, please fill in this form. A member of our team will get back to you as soon as possible.

Using the app

This happens when you are not connected to the internet but are trying to enter data into the app. The app can only accept data if it is connected to the server. You will need to turn on wi-fi or mobile data on the device.

It can be scary when your hard-earned drink-free days aren’t showing right, but don’t worry! Sometimes the app takes a bit longer to communicate with the database which holds your app data, especially if lots of people are using the app at once. Click on the refresh data icon (a black ‘circle’ made up of two arrows) which is at the top right of the calendar page to refresh your data. It should then appear.

We are aware that some users are experiencing a problem where the last row of days in a month is not being displayed on their calendar screen. This is a display settings problem and is only occurring on certain makes and models of phones.

We know this might be frustrating and we aim to have it corrected very soon. Please be reassured that your data has been saved correctly, even if it's not displaying fully. We hope you will continue to explore and enjoy the other functions in the app in the meantime.

There are bronze, silver and gold badges in the app. Once you have earned all the bronze badges you will start earning silver badges. When you have earned all the silver badges you will start earning gold badges. Some people find the silver badges a bit tricky to see; we’re aware of this and are working on a fix.

The badges you haven’t earned yet show as a light grey padlock.

All users are automatically logged out after a certain period of time or if they have not used the app for a bit. This is to keep your data safe and private. Just log back in again!

Unfortunately, a very small number of our users are being impacted by a time zone-related problem. We are very sorry this is negatively impacting on your experience. At the moment, the only solution is to log back in, but we’re working on a better fix.

Currently it is not possible to return a day to a ‘?’ once you have already entered data. We are exploring this as an option for future developments so please watch this space.

If you've entered data wrongly, please see the info below on how to change it.

Currently it is not possible to do this. If you would like to start from scratch, we suggest registering on the app with a new email address.

You can change your data on any day of the calendar.

If you entered a dry day but you had a drink:

  1. Tap on the relevant day on your calendar
  2. A screen will pop up with confetti. Tap “I had a drink…” at the bottom of the screen
  3. Enter your drink(s)

If you captured a drink but actually had a dry day:

  1. Tap on the relevant day on your calendar
  2. Tap on the drink(s) you entered
  3. On the bottom left of the ‘Edit drink’ screen tap ‘Delete drink’
  4. A pop up will appear. Tap ‘Delete’
  5. If you have deleted all your drinks a screen will appear that says, ‘You said you had a drink but haven’t listed any yet.’ Tap ‘Actually I was dry’.

Under the setting tab of the app there is a ‘Notifications’ switch. If your notifications are turned ON, the switch will show as yellow with the white dot on the right. You can tap the switch to turn it off, or on.

If you are not receiving emails but would like to tap, on the ‘Settings’ tab, then tap ‘Email preferences’, then tap ‘Opt in’.

If you are receiving emails but would like to stop receiving them, click the ‘Unsubscribe’ link at the bottom of any email you receive from us.

Other solutions

If your problem isn’t listed here please check that:

1) You have the latest version of the app

Sometimes issues might occur with old versions of the app. To find out whether you’re using the most recent version of the app, open the app and click on the ‘Settings’ tab. Scroll to the bottom of the page where you should see a number – this is the version number. The current version is 1.2.2 (88).

If you do not have this version, please update the app in your App Store (iPhone), or Google Play (Android).

If you can’t open the app but suspect you may be using an out of date version, simply uninstall and reinstall the app from the App Store or Google Play. Don’t worry – you won’t lose your data.

2) Your operating system is up to date

If your phone is using an old operating system the app might not work as it should on your phone. To check if you are using the latest operating system for your device:

(Android) Select Settings > About phone > Android version

(IOS) Select Settings > General > About > Version.

3) You have an internet connection

If all of those are fine, here are some things you could try:

  1. Come back in an hour or so - it could be that there is a high demand on the server
  2. Restart your device
  3. Uninstall and reinstall the app. Don’t worry, you won’t lose your data!

If you've tried all of the above with no luck, please fill out this form. We will get back to you as soon as possible to get the problem resolved.