If your countdown timer reset unexpectedly, didn't count down, or finished but didn't unlock your chapter, follow these steps before contacting support.
Step 1 — Check your internet connection
The countdown timer requires an active internet connection to sync and unlock chapters. A weak or interrupted connection is the most common cause of timer issues.
- Switch between Wi-Fi and mobile data to see if the issue resolves.
- Try opening a web page to confirm your connection is working.
Step 2 — Force-close and reopen the app
The timer display sometimes gets stuck. Fully closing the app and reopening it forces it to refresh.
- iOS: Swipe up from the bottom of the screen and swipe Galatea away, then reopen it.
- Android: Tap the recent apps button and swipe Galatea away, then reopen it.
Step 3 — Restart your device
If force-closing didn't help, restart your phone or tablet entirely and reopen Galatea.
Step 4 — Reinstall the app
If the timer is still not working correctly:
- Uninstall the Galatea app from your device.
- Restart your device.
- Reinstall Galatea from the App Store or Google Play.
- Sign back in to your account and check if the timer works.
Your progress is safe. Uninstalling the app does not delete your account, reading history, or points. Everything is saved to your account on our servers.
Still having trouble? Contact us
Before you contact us: Please have your User ID ready — it helps us find your account instantly. How do I find my User ID?
Please contact our support team and include:
- Your User ID (see above)
- The name of the story or stories where the timer is not working
- A description of what the timer is doing (e.g. resets to full, counts down but doesn't unlock, unlocks but chapter won't open)