Questions about your purchase and note-taking app troubleshooting

Hello! We hope you are enjoying your Empower planner! We are honored to have you as a customer! If you are an existing customer and have questions about your purchase or a support request you are in the right place.

We have compiled this comprehensive guide to commonly sent user questions and support requests to help you the best and fastest we can.

Please read on to find our updated complete up-to date Empower Planners customer troubleshooting guide here.

Approximately 5 percent of our customers reach out to Empower Planners customer support with support requests. The remaining 95 percent find the planner to work flawlessly out of the box. Our experience shows that the customer support requests we receive are largely due to user-error or slightly wrong practice when using the planner and partly due to third-party note-taking app updates that change how specific PDF files (like the Empower Planner is one) are rendered and accessible in these third-party note-taking apps. While we strive to support our customers in the best way possible we cannot remotely help you navigate the planner on your device if you do struggle with technical or technological skills necessary to use a PDF file in a note-taking app correctly, nor can we troubleshoot specific third-party note-taking apps.

We include detailed instructions, as well as other additional helpful documents for using the Empower Planner with every Empower Planners purchase. Please refer to the instructions first if you need assistance in getting started with the planner. Due to the scope of our customer base we cannot provide individualized support for such queries. All information necessary to use the Complete All-Inclusive Empower Planner are included with your purchase and downloadable with your personal download.

In the rare case that you do find a problem with your planner experience please check if the problem you are experiencing is described in the following troubleshooting section and apply the advice we outline therein.

• If the Empower Planner does not render properly in the note-taking app or PDF viewer or annotation app of your choice, if the planner is hard to navigate in the note-taking app or PDF viewer or annotation app of your choice OR if the hyperlinks inside the planner or in the top and side INDEX sections (the colored tab sections on top and on the side of the planner) do not work properly:
  

1. Verify that you are using the planner for the correct current year. E.g. if the current year is 2024 please only use the planner for 2024, if the current year is 2025 please only use the planner for 2025. We are updating our files for the respective new year shortly before the new year begins and using a planner version for the new year earlier might result in the file still being updated and not fully functional. Only ever use the correct planner for the current year.
2. Verify that you are using the “hand”-, “inspection”-, “freehand”- or “navigation”- view or tool of or inside your note-taking app. You cannot navigate between different sections of the planner by using the hyperlinks inside the planner or in the INDEX sections of the Empower Planner while using other tools inside the note-taking app, such as the writing or handwriting, annotation or watermark tool for example. Make sure you are using the navigation tool inside your note-taking app.
   
3. Verify that you are clicking or tapping directly on the area that is hyperlinked. If you are using a smartphone or small tablet try to zoom in enough so that you can correctly tap or click on the hyperlink. It is a common problem with note-taking apps on smartphones that they are slightly harder to use than their counterparts on large tablets, notebooks or desktop PCs.
   
4. Check your device compatibility (hardware) and the note-taking app or PDF viewer or annotation app compatibility. Your device needs enough working memory to process rendering the planner in full functionality. We cannot guarantee compatibility with every software since new note-taking apps are being introduced weekly by different developers. We currently routinely recommend Goodnotes, Noteshelf or Kilonotes. We regularly test the planner under optimal conditions (enough storage and working memory (RAM)) and it works in nearly all note-taking apps on the market and on all devices. For checking purposes we also recommend checking the PDF file in the standard PREVIEW app installed on all Macbooks or an equivalent Windows app. This will allow you to verify that the planner in general and all hyperlinks work - independent of potential third-party app problems.
   
5. If these instructions have not resolved your issue and you have verified that you are using a compatible device according to system memory and working memory we highly recommend you to switch to our recommended note-taking apps which currently are Goodnotes, Noteshelf and Kilonotes. These three apps have proven to be the most reliable, as well as to offer the smoothest navigation and user experience together with our Empower Planner and other similar planners. We always recommend these note-taking apps over others. We have tested and are routinely testing many other popular apps with the Empower Planner monthly and while we can confirm that they work flawlessly with the Empower Planner with correct hardware and settings our experience has shown that there are certain factors and variables such as app version, available device working memory and app memory that can cause problems for different users. Goodnotes, Noteshelf and Kilonotes have proven to be the most reliable note-taking applications and this is why we recommend them first. We are not affiliated with either of them but we want our users and customers to have a great hassle-free experience.
   

Please understand that if you encounter above mentioned problem we cannot remotely assist you in your specific case with the specific note-taking app you are experiencing problems with as we cannot determine the exact cause of the problem remotely. Therefore please switch to one of our currently recommended note-taking apps or another note-taking app that works for you on your device. Thank you.

• If you are trying to use the Complete All-Inclusive Empower Planner in One Note please read the following.

The planner can be imported into One Note but as One Note does not offer the same functionality as advanced note-taking apps for which the Empower Planner is designed some feature will not translate 100% functionality-wise in One Note. We do not recommend using One Note to use the Empower Planner as this will likely result in the planner not being fully functional. One Note is not a note-taking app for digital planners. We highly recommend Goodnotes, Noteshelf, Kilo Notes and other note-taking apps for the full-on Complete All-Inclusive Empower Planner experience.

• If you are experiencing problems with your Empower Planner that go beyond the before described problems, that is if you face serious difficulties downloading the planner to your device, saving the planner to your device, moving the file into your note-taking app, or similar broader problems:
  

We kindly ask you to seek the advice of a more tech-savvy friend or family member to help you navigate the issue. Unfortunately we cannot cover support for the entirety of a broad set of user-centric problems as it would be impossible to provide detailed support in each individual case. Before the purchase of your Empower Planner you should have ascertained that you possess the necessary technical and technological knowledge to download, save and use a PDF planner such as the Complete All-Inclusive Empower Planner or our other products. Of course no one is an expert in everything - Please ask for the help of a more tech-savvy friend or family member in that case. Navigating such queries via email has not proven to be fruitful in the majority of cases. It is advisable to have someone help you in person in that case.

• If you purchased one of our Limited Edition Manifestation Journals and the hyperlinks inside the journal do not work please note that our Limited Edition Manifestation Journal line is different from our main product offering - the Complete All-Inclusive Empower Planner. Products of that line do not contain hyperlinks and are to be used as regular PDF files. They can be annotated, filled, written in and more.
  

• If you cannot access your purchase or your planner or if you have not received an email order confirmation or an email order fulfillment confirmation with your planner files this is due to a misspelled email address during the checkout process. Roughly 10% of our customers fill out the email form with an involuntary misspelling of their email address. In this case please go here to download your order / planners: https://empowerplanners.com/apps/downloads/orders/misspelledemailXYZ123%2540gmail.com/113225520

These points comprise all routinely queried problems usually described to us by customers. We assure you that the Complete All-Inclusive Empower Planner is a mature product that works flawlessly for its intended purpose. We fully back this up by regular tests.

For any other questions and queries regarding the Complete All-Inclusive Empower Planner or Empower Planners you can reach us via email at plannersupport@empowerplanners.com.

Please make sure that you have exhausted the solutions we specified above before emailing us about app compatibility or user questions. We cannot provide solutions different than the ones mentioned above. This guide is carefully put together to save you time and address how you can solve any issue you might face with your purchase in the fastest way possible. Please make use of the information we provide, so that whatever problem you might be facing can be resolved quickly. Thank you!

We thank you for your purchase and hope you enjoy the Complete All-Inclusive Empower Planner! It’s a great tool and a useful and fun planner. Make the most out of it! We are honored to be serving you.

Find our full refund policy here:

https://empowerplanners.com/policies/refund-policy

Unfortunately we cannot offer refunds for digital products access to which has already been shared with the customer. This is due to the unique nature of digital products as they are not returnable once granted access to. We politely ask you to abide by both intellectual property rights and our refund policy. The Complete All-Inclusive Empower Planner™ is a digital product that cannot be returned after the download has been made available to the customer. We ask all our customers to study our Refund Policy, Empower Planners Refund Policy, as well as ensuring that their device and their skills meet the requirements necessary to use the Complete All-Inclusive Empower Planner™ correctly and satisfactorily before making their purchase.

We specifically can also not provide or issue refunds due to customers not having studied the information on our website properly before their purchase. We are confident that it is evident from the information on our website that the Complete All-Inclusive Empower Planner is a digital planner in PDF format that can be used with third-party note-taking apps on any device compatible with such third-party note-taking apps.

If you misinterpreted any of the information on the official Empower Planners website we are sorry to hear that but have to state that our website evidently states what product you will receive with your order of the Complete All-Inclusive Empower Planner or our other products.

The Empower Planners Team