How can I get a link to Penzu on my computer desktop?

You can do a few things:

1) Download Google Chrome and then download our app from the Chrome Web Store.

2) You can drag the address to your desktop from your browser. This is like a bookmark but as an icon on your desktop.

3) If on a mac, you can download Fluid App and add Penzu to your dock. If you’d like a Penzu icon to use in your doc with Fluid, you can download one here.

I’ve closed the browser window but can still see my entries when I navigate back!

The reason you can get back in without logging in is because you logged in and must have checked off “Remember Me”. What that does is keeps you logged in until you actually click “logout”. In the future, you can do one of the following:

1. Log out manually each time.
2. Uncheck “Remember Me” on login.
3. Lock your entry or journal when you’re finished writing.

When I change the date of an entry, it changes it to one day earlier/later than I want!

If you’re having trouble changing the date of an entry to the past—specifically if you are selecting a date and the entry gets changed to the previous or next day in the calendar—it could be because your time zone isn’t setup correctly. To set your time zone so the correct date and time is selected, view this help topic here: http://help.penzu.com/account/how-do-i-change-my-time-zone/

If you’re still having trouble, email us at support@penzu.com.

I can’t select the font I want!

If you’re having trouble getting certain fonts, or if the color palette for font color is sticking on the page, this is because you aren’t using a supported web browser. Please follow this link to see a list of our supported browsers:

http://help.penzu.com/general/which-browsers-do-you-support/

I’ve changed the date of an entry but it isn’t working!

If you’ve tried to change the date of an entry and afterward the date remains the same, it could  be because your Entry Display date setting is set to the wrong option. Please follow the below instructions:

1. Login to your Penzu Pro account.

2. Go to your Settings page.

3. Under “Settings for This Journal”, go down to “Entry Display Date” and make sure you have “First Created (default)” selected, not “Last Edited).

If you’re still having trouble, please close your browser and open again. If you aren’t using a supported browser, please do so.

I can’t access Penzu on my Mac if Parental Controls is on.

There’s missing text in an entry – can it be recovered?

If you’ve lost text somehow while writing, or if you return to an entry which you thought was saved to find it not how you left it, you can use Versions to get back what you lost. So long as the lost text was saved at some point, the snapshot will be available and can easily be restored using Versions.

1. Click on the Version’s icon on the pad toolbar (this is a Pro only feature):

2. View the various snapshots available:

3. Preview the snapshot to make sure it’s the version you want:

4. Click “Restore…” to chose how you want to restore the entry:

5. Click “Replace This Entry” to overwrite the current entry or “Create New Entry” to create a separate copy.

I’ve fogotten my mobile PIN and locked myself out!

If you’ve locked your app on your mobile device with a 4-digit PIN and can’t remember it, follow the below instructions to get back into the app:

iOS or Android App:

If you have previously synced your app with a Penzu Pro account, your data is safe! All you have to do is delete the Penzu app from your device and redownload it from the App Store or Android Market. Then login again and all journals will be downloaded.

However, if you’ve never upgraded to Penzu Pro, and never synced from your app to a Penzu account, you may have lost your entries. If you can’t remember the PIN, the only method is to remove the app from your device and redownload as well. But since you haven’t synced, all local device data will be wiped. This is an unfortunate circumstance, but for the utmost security, we can’t allow any access once the app is locked.

Mobile Web App

You can lock the Penzu mobile web app with a PIN, but since it’s always backed up, all you have to do is enter the PIN 10 times and you will be logged out. Login again and all your data will be there!

Penzu Mobile Web App won’t work offline on my iPad, iPhone, or iPod.

If you’re having trouble getting Penzu Mobile Web App to work while offline, please follow these steps:

1. Delete the icon from your Home Screen.

2. Go to your Safari settings and delete your cache, cookies, and databases if there are any.

3. Restart the device.

4. Go to Penzu.com, login, and re-add the app to your Home Screen.

5. Load the app from your Home Screen a few times.

6. Try accessing it offline again.

If this doesn’t work, you can also try to access Penzu from within the Safari browser while offline. We are currently working to fix this problem.

How do I clear my browser’s cache?

Here are instructions for various browsers to clear your cache:

Internet Explorer 8

1. Once open and completely loaded, click on the “Tools” menu at the top of the page and select “Internet Options”.

2. This should now default with the “General” tab selected.

3. In the “Browsing Internet” section, click the “Delete” button. In the pop-up that appears, select all areas that you want to delete information from and hit “Delete”.

4. Wait for the computer to completely process this, and once it finished, you’re courser should return and you can close out of the “Internet Options” menu and resume your activity.

Firefox

2. View the drop down menu display and choose Options (for Windows) or Preferences (for Macs). A new dialog box will appear.

3. Click the Privacy icon to get to the cache options. Now you can click the ‘Clear Now’ button.

4. Watch for a drop down box to appear with numerous checkable boxes. Check ‘Cache’ and press the ‘Clear Private Data Now’ button.

5. Press the ‘OK’ button (Windows) or simply close the preferences box (Mac). Your cache will now be clear.

Chrome

1. Once you have opened Google chrome web browser find the tools menu. This is a wrench icon located in the upper right corner. Click on it and it will bring a drop down box. Select “Options” (or “Preferences” on a Mac)

2. Then next window has a couple of tabs. Select “Under the Hood”

3. Next select “Clear browsing data” , this will bring up the next menu, some think this clears the browsing data, but not to worry the next menu gives the options of what kind of browsing data to remove.

4. In the next menu, check the “Empty the cache” and uncheck any of the other boxes that don’t apply, because we only want to clear the cache at this time.

5. In the “Clear data from this period” drop down box “everything” clears all the cache for a fresh start.

6. Click the Clear browsing data. After it is finished close and restart Google chrome. Remember loading is slightly slow the first time you visit your favorite web pages but now you have a clean fresh up to date cache of the website.

Safari

1. Open up the Safari Web browser.

2. Click on the heading ‘Safari’ and choose ‘Empty Cache’ from the pull down menu. It will then ask you if you really want to delete the cache.

3. Click on ‘Empty’ if you are ready to clear Safari’s memory cache.

4. Close and reopen the Safari Web browser

My entries are double spaced!

If you’re writing on the pad and your typing skips a line, it could be because we’ve made some changes to the service. All you have to do is clear your cache and you should be fine.

Here are instructions for various browsers to clear your cache:

Internet Explorer 8

1. Once open and completely loaded, click on the “Tools” menu at the top of the page and select “Internet Options”.

2. This should now default with the “General” tab selected.

3. In the “Browsing Internet” section, click the “Delete” button. In the pop-up that appears, select all areas that you want to delete information from and hit “Delete”.

4. Wait for the computer to completely process this, and once it finished, you’re courser should return and you can close out of the “Internet Options” menu and resume your activity.

Firefox

2. View the drop down menu display and choose Options (for Windows) or Preferences (for Macs). A new dialog box will appear.

3. Click the Privacy icon to get to the cache options. Now you can click the ‘Clear Now’ button.

4. Watch for a drop down box to appear with numerous checkable boxes. Check ‘Cache’ and press the ‘Clear Private Data Now’ button.

5. Press the ‘OK’ button (Windows) or simply close the preferences box (Mac). Your cache will now be clear.

Chrome

1. Once you have opened Google chrome web browser find the tools menu. This is a wrench icon located in the upper right corner. Click on it and it will bring a drop down box. Select “Options” (or “Preferences” on a Mac)

2. Then next window has a couple of tabs. Select “Under the Hood”

3. Next select “Clear browsing data” , this will bring up the next menu, some think this clears the browsing data, but not to worry the next menu gives the options of what kind of browsing data to remove.

4. In the next menu, check the “Empty the cache” and uncheck any of the other boxes that don’t apply, because we only want to clear the cache at this time.

5. In the “Clear data from this period” drop down box “everything” clears all the cache for a fresh start.

6. Click the Clear browsing data. After it is finished close and restart Google chrome. Remember loading is slightly slow the first time you visit your favorite web pages but now you have a clean fresh up to date cache of the website.

Safari

1. Open up the Safari Web browser.

2. Click on the heading ‘Safari’ and choose ‘Empty Cache’ from the pull down menu. It will then ask you if you really want to delete the cache.

3. Click on ‘Empty’ if you are ready to clear Safari’s memory cache.

4. Close and reopen the Safari Web browser

How do I add Penzu Mobile Web App as an icon on my Home Screen?

Penzu Mobile is a web app, but one that utilizes HTML 5 so that it can behave more like a native mobile application. If you would like to access Penzu from your phone’s home screen, here are instructions on how to do that for various devices:

iPhone, iPod, iPad

1. Open Safari and navigate to http://penzu.com/m

2. Login by entering your Penzu Pro username and password (you must be a Pro user to login).

3. Once logged in, click the “plus” icon (or “share” icon in iOS 4) and click “Add to Home Screen”

4. A popup will appear and prompt you to save the Penzu icon. Click “Add”.

5. You will see the icon on your home screen from which you can access your account, whether you are online or offline!

Android 2.1, 2.2

1. Open the browser and navigate to http://penzu.com/m

2. Login by entering your Penzu Pro username and password (you must be a Pro user to login).

3. Once logged in, click the “bookmark” icon.

4. The bookmarks screen will appear. If you press the “Add” button, the Penzu bookmark will be created.

5. Then, press and hold the Penzu bookmark (from the bookmarks screen) and a menu will appear. Choose “Add Shortcut to Home”.

6. The icon will appear on your home screen where you can access your Penzu account, whether you are online or offline!

If you are having any trouble with this, please email us directly. Unfortunately, this feature isn’t available for Blackberry devices.

Penzu Mobile Web App on Android isn’t working properly!

If you notice that you can’t properly access or use Penzu Mobile on your Android device, please download the Penzu for Android native app here: https://market.android.com/details?id=com.penzu.android

My email reminders aren’t showing up in my inbox!

Email delivery issues can be a little tricky to diagnose because there are so many points of possible failure, many of which may occur after the message leaves our server. Most of the time the message gets flagged as spam by the recipient email provider and is thus moved to the spam folder or blocked entirely.

Here are some steps you can take to potentially help alleviate the problem:

1. Make sure the email account associated with your Penzu account is correct. On your Account page, scroll down to email and double check.

2. Check your spam or junk folder in your mail client to see if the reminders are going there. If they are, you should be able to tell the client that it is not junk so hopefully it doesn’t happen in the future.

3. Try adding info@penzu.com to your address book. If you’re a Pro user, you must add your unique Penzu Post email address to your address book. To find out what your Penzu Post email address is, just email setup@post.penzu.com.

4. If you still aren’t receiving reminders, if you have another email address you use, try changing your Penzu Account email to that address to see if that solves the problem temporarily. If it does, it means that the mail provider from your other address is blocking mail from us.

Finally, you can contact us via email at support@penzu.com if you’re still having trouble.

Why is there a $1 charge on my VISA bill after upgrading to Penzu Pro?

Some people might see a $1 charge on top of the $19 charge for upgrading to Penzu Pro. Don’t be alarmed, this is just an authorization done by our merchant bank to ensure that your credit card is valid. It will be refunded to you in a few days. We don’t have control over this, but apparently it helps prevent fraud and faulty cards. If the charge doesn’t get refunded after a few days, please email us at support@penzu.com to let us know.

I’ve shared an entry but no one has received it yet

When the person you send to doesn’t seem to receive the shared entry email notification, the problem is usually because their email provider is accidentally flagging your message as spam.

Its possible that your shared message is arriving in their Spam or Bulk mailbox instead of their inbox. However, sometimes certain email providers will just drop the message completely.

This is very unfortunate, especially because it is completely out of our hands to resolve. However some things you can try are:

- if the person has an alternate email address, try using that
- tell the person to put our sharing email address info@penzu.com on their email “white list” if they have one
- have them contact their email provider and ask them why they can’t receive legitimate emails from Penzu

Can I find out the identity of the sender of an anonymous message?

No. Unless the message you have received violates our Terms of Use or Privacy Policy, the sender’s identity will remain unknown. You can report misconduct to us at support[at]penzu.com.

Why can’t I share?

You must type something on the pad in order to share an entry. Otherwise, make sure you have filled out all of the fields correctly. If you still can’t share an entry, make sure your browser is supported.

Why can’t I print?

You must type something on the pad in order to print. A blank entry cannot be printed. If you are trying to print from the Entries page, make sure you have selected one or more entries.

Where are the photos I just uploaded?

To access images that have been uploaded to an entry, just follow these steps:

1. Click the “Insert” button on the Pad toolbar.

2. In the Insert dropdown, you will see a sub-nav button “Entry Photos”. Click that and your photos that were uploaded to that entry should appear!

I have locked an entry with Basic Lock and can’t remember the password…

If you are unable to unlock an entry because you have forgotten the password, try a few more times to make sure you aren’t typing it incorrectly and turn the CAPS LOCK off. Also make sure that you are using a supported browser (Chrome or Firefox) or if you’re stuck with Internet Explorer (IE) that your security settings aren’t set to High (Medium-High is ok). Read more on how to change that here.

Otherwise, you can send us an email at support (at) penzu (dot) com and we can unlock it for you. Please send the email from the email account that is associated with your Penzu account and include the title of the entry you would like unlocked along with the approximate date/time it was created.

In the future, make sure to add a hint or write your password on a safely-stored piece of paper!

I have locked an entry with Encryption Lock and forgotten the password!

If you are unable to unlock an encrypted entry because you have forgotten the password, try a few more times to make sure you aren’t typing it incorrectly and turn the CAPS LOCK off. Otherwise, we cannot unlock the entry, and it is effectively irretrievable. In the future, make sure to add a hint or write your password on a safely-stored piece of paper!

I have forgotten my main account password. What do I do?

If you have forgotten your password and are unable to login to your account, follow these steps:

1. Click on the Log In link in the global nav bar at the top right corner of your screen (or just go to https://penzu.com/account/login):

2. Click the “Forgot?” link in the Log In menu.

3. Enter your email in the pop-up, click “Reset” and a link will be sent to you via email.

4. Once the email arrives, click the link and you will be taken to a page where you can enter a new password for your account. If you don’t receive an email, be sure to wait at least 5 minutes for it to arrive. Otherwise please check your spam folder. If it isn’t in your spam folder, you can email us for assistance.

I saved an entry and now I can’t find it.

You must be logged in to save entries. When you are logged in, all of your saved entries should be on the Entries page. You can get there by clicking the Entries tab at the right of the pad.

Why can’t I create a new entry?

You can always create a new entry by clicking the New Entry button at the top of the pad. If the button isn’t working, please make sure your browser is supported.

Penzu won’t accept my credit card…

If you are trying to upgrade to Pro and can’t, or are receiving this error: “Credit Card Transaction Failed” it could mean that you have entered incorrect information or that your credit card is invalid.

Please follow these steps to solve this problem:

1) Make sure all of your information is correct and your name, card number, expiry, and CVV match up properly with your credit card. We accept only VISA and MASTERCARD so Amex and other cards will NOT work.

2) Double check that you have entered your information properly in the checkout fields as indicated.

3) Try a different credit card if you have one.

4) A method that is sure to work is to signup for Paypal. You can add funds to your Paypal account from your bank account and then pay for a Pro membership with those funds using the Express Checkout payment method on the Penzu Pro sign-up page. While this isn’t ideal, and might take a while, it will work every time so long as funds can be transferred to your Paypal account.

5) Finally, as a last resort, you can use a friend or family credit card and pay them back. After all, it’s only $19!

Please contact support (support [at] penzu.com) if you are still having issues. We sincerely apologize for any people that are experiencing trouble upgrading.

What can I do if entries are missing?

If your entries are missing, deleted, gone, or blank, please contact us directly and we will try our best to salvage any lost material.

Make sure that you don’t open multiple entries at the same time in separate windows or tabs. Use our side panel to manage open entries.

Keep in mind we don’t support Internet Explorer, so some bugs still exist. You can download Firefox here.