# I have missing data or my app is not up to date

Pull the children list down on the home screen to sync. If that doesn't work, tap the gear icon, then My Account, tick Re-Sync all data under Synchronize, and tap the sync button.

When you are signed in, Potty Whiz saves your activities to your account and keeps every phone in your family up to date.
If entries are missing or a family member's changes don't show, try these steps in order.

## 1. Refresh

1. Make sure your phone is connected to the internet.
2. On the home screen, pull the list of children down and let go.
   Potty Whiz syncs your activities, children and reminders.

## 2. Check that you are signed in to the right account

Syncing only works when you are signed in.

1. Tap the gear icon at the top right of the home screen.
2. If the menu shows **Sign In**, you are signed out.
   Sign in the same way you did before.
   See [How to Sign In](https://www.kidplay.ai/help/how-to-sign-in).
3. If you are signed in, tap **My Account** and check the email under your name.
   Everyone in your family sees the same data only when they are in the same account or team.

If the email is not the one you used before, see [I signed in but I don't see my data](https://www.kidplay.ai/help/i-signed-in-but-i-don-t-see-my-data).

## 3. Download all your data again

1. Tap the gear icon at the top right of the home screen.
2. Tap **My Account**.
3. Under **Synchronize**, tick **Re-Sync all data**.
4. Tap the round sync button next to it.
5. Wait until **Last Sync:** shows the current time.

This downloads everything in your account again.
It can take a few minutes if you have a lot of entries.

## Entries logged by someone else

- Entries a family member logged show up after their phone syncs.
  Ask them to open Potty Whiz while connected to the internet.
- If a child from a family member's account is missing, the account owner may have turned off your **Access** to that child.
  See [How to manage family members and their access](https://www.kidplay.ai/help/how-to-manage-family-members-and-their-access).

## Troubleshooting

- **"Sync Error:"** under **Synchronize** means the sync didn't finish.
  Check your internet connection and tap the sync button again.
- **"Your session has expired and data is not syncing. Please sign in again to resume syncing."** Tap **Sign In** on that message and sign in again with the same account.
- **Still missing?** Open **Help** and tap **Contact us**.
  Tell us the email you are signed in with.

## Related

- [I signed in but I don't see my data](https://www.kidplay.ai/help/i-signed-in-but-i-don-t-see-my-data)
- [How to move Potty Whiz to a new phone](https://www.kidplay.ai/help/how-to-move-potty-whiz-to-a-new-phone)
- [Accessing Your Original Account: Correcting Your Sign-In Method](https://www.kidplay.ai/help/accessing-your-original-account-correcting-your-sign-in-method)
- How to get help or contact support

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Source: https://www.kidplay.ai/help/i-have-missing-data-or-my-app-is-not-up-to-date