Troubleshooting

Solutions to common issues you may encounter while using Mixura.

Camera Issues

Camera shows a blank/black screen

• Check permissions: Go to your device's Settings > Apps > Mixura > Permissions and ensure Camera is enabled
• Restart the app: Close Mixura completely and reopen it
• Check other apps: If another app is using the camera, close it first
• Restart your device: A device restart can resolve camera hardware locks

Camera permission denied

• iOS Go to Settings > Privacy & Security > Camera > Mixura and toggle on
• Android Go to Settings > Apps > Mixura > Permissions > Camera and select "Allow" or "While using the app"

Colours look inaccurate

• Ensure lighting is even and neutral (avoid warm bulbs, direct sunlight)
• Clean your camera lens — fingerprints and smudges affect colour accuracy
• Hold the phone steady and fill the crosshair circle with the colour
• Try enabling flash for consistent lighting
• See Tips & Best Practices for detailed lighting guidance

Match Result Issues

No matches found

• Add more brands: Go to Settings > Brand Selection and add more paint lines
• Check your medium: Ensure you've selected brands that cover the paint type you're looking for (acrylic, oil, watercolour, gouache)
• Very unusual colours: Extremely vivid or very dark/light colours may not have close matches in the database

Matches don't look right on screen

• Screen colours and physical paint colours will always differ slightly due to display technology
• Check the Delta E value — a low Delta E (<2.0) means the match is accurate even if it looks different on screen
• Adjust your screen brightness and colour temperature to more neutral settings
• The definitive test is painting a swatch and comparing in person

No mixing recommendations

• Disable the "Use only paints I own" toggle to see all possible mixes
• Add more brands — more paints means more possible combinations
• Some colours (very pure primaries, very dark/light) may not be achievable with a 2-paint mix

Subscription Issues

Pro features not unlocking after purchase

1. Close and reopen the app
2. Check your internet connection — subscription verification requires connectivity
3. Go to the subscription screen and tap "Restore Purchases"
4. Verify the purchase in your device's subscription settings (App Store or Google Play)
5. If still not working, sign out and sign back in to refresh your account status

Charged but not getting Pro

• Check that the payment actually completed (check your email for a receipt from Apple/Google)
• Try restoring purchases from the subscription screen
• Contact support with your receipt details if the issue persists

How to cancel subscription

• iOS Settings > [Your Name] > Subscriptions > Mixura > Cancel Subscription
• Android Google Play > Payments & subscriptions > Subscriptions > Mixura > Cancel

Sync Issues

Data not syncing across devices

• Ensure you're signed in with the same account on both devices
• Check that you have an active Pro subscription (sync is a Pro feature)
• Verify internet connectivity on both devices
• Try a manual sync: Settings > Sync > tap the refresh button

Palettes missing after reinstall

• Sign in with the same account you used previously
• If you were a free user, palettes were stored locally only and may be lost after reinstall
• Pro users' palettes are synced to the cloud and will reappear after signing in

Account Issues

Forgot password

1. On the sign-in screen, tap "Email" then "Forgot Password"
2. Enter your email address
3. Check your inbox for a password reset email from Firebase
4. Follow the link to create a new password

Sign-in error messages

• "Invalid credentials" — Double-check your email and password
• "Network error" — Check your internet connection and try again
• "Account not found" — You may need to create an account first (toggle to "Create Account")

General Issues

App crashes or freezes

• Force close the app and reopen it
• Ensure your device has sufficient storage space
• Update to the latest version of Mixura from the App Store or Google Play
• Restart your device if the issue persists

App is slow

• Close other apps that may be using memory
• Colour extraction from photos runs in the background but may slow older devices
• The first launch after install may be slow while the paint database initialises

Still Need Help?

If you can't resolve your issue with the steps above, contact Mixura support through the app: Settings > Contact Support. Include details about your device model, OS version, and a description of the problem.