Your account and your data
Help with exports, password changes and closing your account.
Your download did not appear
The export is an immediate download rather than something we email you, so nothing is on its way and there is nothing to wait for.
- Check your browser's downloads folder. The file is named
raresync-export-followed by a number. - Some browsers block a download that starts on its own. Look for a bar or icon in the address bar asking you to allow it.
- Try again and pick the other format. If JSON will not go, try CSV.
See Download your data.
You cannot find your photos in the export
Photos are not packed into the export file. They stay in your catalog.
Open the item and save the photo from there, the same way you would save any picture.
You cannot change your email
Your email is fixed on the Profile card and there is no edit button. That is deliberate, because your email is how you sign in.
Email support@raresync.com from the address the account uses now, and tell us the new one.
You cannot change your password
To change a password you know, open Account, then Security, then Change Password. You need the current one.
If you do not know the current one, log out and use forgot password on the sign-in screen instead.
If you signed up with Google there is no RareSync password. You change it with Google.
You cannot close your account
- Type DELETE in capitals. It is case sensitive.
- Read what the screen names as still outstanding, and clear that first.
- Only the Owner can close a workspace. An Admin cannot.
See Close your account.
You archived something and cannot find it
Open Catalog, open Filters and Sort, and set Status to Archived. Archiving keeps the item, so it is waiting there.
Delete is the other control and it is permanent. A deleted item cannot be brought back from the catalog, and no filter will show it.
See Delete an item.