Write to support@mywatchwords.com and a person answers, usually within two working days.
Most questions are one of the ones below. If yours is not, the address above is a real mailbox, not a form.
Words you clicked before pairing are not lost. They were queued locally and arrive as soon as the browser is connected.
Both lines come from the site itself, so what you are watching has to offer them.
On YouTube, check that the video has captions at all, and that the language you asked for appears in YouTube's own auto-translate list. Some channels disable captions entirely, and nothing can recover a track that was never published. During an advert the lines go blank, because the player is showing the advert's clock rather than the video's.
On Netflix, the two lines are the title's own subtitle tracks, so both languages have to exist for that title. Netflix makes a language downloadable only once it has been selected, so the first few seconds after you pick a new one can be blank while it fetches.
If the captions are there but the second line is blank, reload the page once. The extension attaches to the player as it loads, and a tab that was restored from a previous session can miss that moment.
Clicking works offline. The word sits in a durable queue in the browser and is retried on a timer, so it survives closing the tab and quitting Chrome. Two things stop it landing: the browser is not paired yet, or it was unpaired from the phone. Open the extension popup, and it tells you which. Re-pair and the queue drains.
If you paid and the app still shows the purchase screen, tap Restore purchases on it. That reads your Apple Account's entitlements directly, which is the only thing the app trusts to decide what you have paid for. Make sure you are signed into the same Apple Account that made the purchase.
Refunds are handled by Apple at reportaproblem.apple.com. Subscriptions are cancelled in Settings on your device, not in the app.
Check that notifications are allowed for Watchwords in iOS Settings, and that reminders are switched on in the app. Reminders are only scheduled for days that actually have cards due, so a quiet day is silent on purpose.
In the app: Settings, Delete account. It removes everything from the server and from the phone at once, and it cannot be undone. If you no longer have the app installed, email privacy@mywatchwords.com from the account's address. See the privacy policy for exactly what goes.
support@mywatchwords.com. Telling us the device, the iOS version and the video you were watching usually saves a round trip.
Watchwords is a product by Synton.