Update to #101282

https://thebrain.zendesk.com/agent/tickets/101282

Hello Hank,

I wanted to send a quick follow-up with an update on your account.

We have cancelled your annual Pro Service subscription and refunded the full US$159.00 charge.

We have also added one month of complimentary Pro Service to your account, valid until August 23, 2026.

We added this complimentary month because your current synced Brain usage appears to be beyond the Free service allowance. If your account moved directly back to Free, your ability to continue syncing your Brains could be interrupted. We did not want that to happen while we are still trying to help review what went wrong.

We understand how frustrating this experience has been, especially after spending hours building a Brain and then not being able to find it. We would still like the opportunity to help make sense of what happened and restore your confidence in using TheBrain.

If you decide to continue with Pro Service after the complimentary month, we can also offer you a 50% discount on the one-year Pro Service renewal because of the issues you ran into.

If you are willing to continue troubleshooting, please reply with the details requested in my previous email. We’ll be glad to review everything carefully and help get this sorted out.

Best regards,

John

Hello Hank,

Thank you for the details.

That gives us a helpful starting point. We’ll review the Beginner’s Guides Brain around the July 22, 4 PM to 8 PM window and the fact that it was created in the Web Client using Safari.

A few additional details would still help us narrow this down:

• When the Brain was missing, were you signed into the same TheBrain account in both the Web Client and the desktop app?
• When it was missing in Safari, did the Web Client show an error, a blank screen, a spinner/loading state, or was the Brain simply not listed?
• If you still have access to the desktop app, please send the desktop Output.log from after the time you checked and did not see the Brain.

You can find the desktop log here:

Main Menu > Help > Open Log Directory

Then attach the file named Output.log.

Best regards,

John