FAQs
    "Your theme could not be downloaded"

    Date: October 2017

    Platform: Android

    Version affected: 6.6.8

    Description of the problem: Some users are unable to download themes since updating SwiftKey to 6.6.8.

    When this happens the following message is displayed: "Your theme could not be downloaded. Please try again later."

    Screenshot_2017-10-02-08-05-02.png

    Current status: Under investigation. 

    Please click [here] to send us an email if you're experiencing this issue. To aid us in our investigations please could you answer the following questions:

    • Does it happen for all themes?
    • What themes does it happen for?
    • Are you signed-in with a SwiftKey Account?
    • Phone/Android version/Country

    We'll notify you when we've isolated the cause.

    Read more
    "Oops! Something went wrong on our side" message

    Date: August 2017

    Platform: Android (any)

    Devices reported: Various

    Description of the problem: Upon opening the SwiftKey app you'll see a message that reads: "Oops. something went wrong on our side. Please check back later."

    Screenshot_2017-08-10-01-28-43.png

    Current status: Under investigation. 

    Please click [here] to send us an email if you're experiencing this issue.
    We'll notify you when we've isolated the cause.

    Read more
    Troubleshooting for SwiftKey performance issues

    If it appears that SwiftKey is draining your battery, you're experiencing keyboard lag, or frequent crashes, then please follow the troubleshooting steps laid out below.

    1. Why am I experiencing a lot of lag?
    2. Why is SwiftKey draining my battery?
    3. Why is SwiftKey crashing repeatedly?

     

    1 - Why am I experiencing a lot of lag with SwiftKey Keyboard for Android?

    We focus quite heavily on performance and speed in every build of the app. To ensure you get the very best experience we recommend you've installed the most current update available in the Google Play Store.

    If your SwiftKey Keyboard is slowing down this may be due to one of several reasons:

    1. There are apps consuming too much memory so the keyboard can't use enough to work quickly. This happens when you have multiple high memory usage apps running, so if you have these kinds of apps open, try closing them. 
    2. You're using performance-optimising apps that don't allow SwiftKey to run to its full potential.
    3. The phone is a lower-end device and does not have enough memory to be used by the keyboard. If this is a hardware limitation, there is very little that can be done. Closing the app (by switching keyboards or stopping it manually) will force everything to reload and free-up some memory, but the initial load will be slow.
    4. You're using multiple languages and have Flow enabled. Try sticking to one language and disabling Flow.
    5. Sometimes we recommend clearing the app cache, as this can help as a last resort but we wouldn't normally recommend this as a solution for lag.

    2 - Why does my battery drain very fast when using SwiftKey?

    If you use certain battery saving or monitoring apps with SwiftKey Keyboard for Android to track your device's power usage, such as Battery Doctor or Greenify, you may have been reported a high percentage of power consumption.

    Please be aware that these kind of reports only refer to percentage of the battery loss associated to each app in use.

    In contrast, to find out what percentage of the battery's actual capacity every app is using, you should check your Android settings in Settings > Battery.

    For example, if your battery is fully charged, there are only two apps running each one responsible for half of that battery loss, and your battery power drops to 98%, Battery Doctor will report both apps with a 50% consumption each, whilst the Android settings will report both apps with 1% each.

    However, if you have noticed a power consumption of over 1% in your Android settings or your battery actually drains faster than usual, please submit a support ticket and provide the following info:

    • Your SwiftKey version which can be found in the ‘About SwiftKey’ of the Settings menu
    • Your current Android OS version
    • The make and model of your device
    • Do you use a specific app to measure the battery usage?
    • Are you signed in to a SwiftKey Account?
    • How many / what languages do you have enabled in SwiftKey?
    • Did your problems start after changing something on your device? If so, what was it?

    3 - Why is my SwiftKey Keyboard crashing repeatedly?

    If SwiftKey isn't behaving like it should, you could try clearing the data and performing a fresh install.

    Make sure you are signed into your SwiftKey Account, and you have Backup & Sync enabled.

    Tap the refresh button to force a Backup.

    Screenshot_20170522-115805.jpg

    Then:

    1. Go to your Device Settings
    2. Locate 'App Manager' or 'Apps'
    3. Scroll down to 'SwiftKey Keyboard' and select it from the list
    4. Choose 'Storage', then tap to clear cache and data
    5. Uninstall SwiftKey
    6. Download SwiftKey again from the Google Play Store (not from a backup)

    Screenshot_20170522-122820.jpg Screenshot_20170522-122826.jpg


    If the steps above didn't correct SwiftKey's behaviour, please report this to our Support Team by submitting a support ticket here.

    In your description please be sure to include:

    • Your SwiftKey version which can be found in the ‘About SwiftKey’ of the Settings menu
    • Your current Android OS version
    • The make and model of your device
    • Detailed steps as to what exactly you did / do to experience this crash
    • The exact text of any error you see
    Read more
    Troubleshooting for SwiftKey prediction quality

    If you feel that your predictions are poor or SwiftKey has stopped 'learning' from your writing style, we recommend the following steps to kickstart the learning process again.

    Before you begin

    Please make sure you are always running the latest version of SwiftKey.

    You need to have created a SwiftKey Account and be signed-in, as part of this process will clear all data and saved language from the application. 

    Ensure 'Backup & Sync' is also enabled.

    First:

    1. Open your device Settings
    2. Go to the App list
    3. Select 'SwiftKey Keyboard'
    4. Tap 'Storage'
    5. Tap the buttons to 'Clear data' and 'Clear cache'

    Second:

    Sometimes the cloud connection gets lost and needs to be re-connected. To fix this:

    1. Open your SwiftKey app
    2. Tap ‘Account’
    3. Log out of your account
    4. Sign back into your SwiftKey Account

      

    This should force a re-sync and bring all your custom predictions back.

    Third:

    If the previous did not work, give SwiftKey a fresh install. Doing this can iron out any random bugs that might be impacting SwiftKeys performance.

    Still having problems? Please submit a support ticket and provide any screen shots that help show the issue.

     

    Read more
    Download and installation help

    We've compiled some of our most frequently-asked questions around downloading and installing SwiftKey on Android. 

    What versions of Android OS does SwiftKey Keyboard support?

    Currently the SwiftKey Keyboard for Android supports version 5.0 (Lollipop) and above. If your device is running an older version of the Android OS the app will continue to work as expected into the future, but unfortunately new features like Toolbar or Stickers may not be available.

    How do I find which version of SwiftKey I’m using?

    1. Open your SwiftKey app
    2. Tap the three dots in the upper-right corner of the screen
    3. Select 'About'
    4. Your version number is displayed at the top of the About screen

    How to find your SwiftKey version number  Check your SwiftKey version number from the About screen

    How do I upgrade to the latest version of SwiftKey?

    To check for a newer version:

    1. Open the Google Play Store app on your device
    2. Search for SwiftKey and select the app
    3. Tap 'Update'

    If you wish to setup automatic updates for SwiftKey:

    1. While viewing SwiftKey in the Google Play Store, tap the three dots in the upper-right corner of the screen
    2. Ensure that 'Auto-update' is checked

    Screenshot_20170823-183235.png

    I’ve installed SwiftKey, so why does the keyboard on my phone look the same?

    Please make sure you've finished the installation process after downloading the app from the Google Play Store. Click here for more information.

    Note: To switch between keyboards while typing, just tap the keyboard icon in your notification bar.

    Why can't I see SwiftKey in the Google Play Store?

    If you can’t see SwiftKey in the Google Play Store, this most likely means that you're in a territory where the Google Play Store is not offered.

    You can find the list of supported countries here.


    Can I install SwiftKey on more than one device?

    SwiftKey is a free app, so you can install it on as many devices as you like. As long as you are signed into your SwiftKey Account you can sync your language model and themes to the new device as well.

    To install SwiftKey on a new or secondary device follow these steps below:

    1. In the Google Play Store app, search for "SwiftKey" and install it on the new device
    2. Once the app is installed on the new device, sign into your SwiftKey Account to sync your language model, themes and content to the new device.

    Can I move SwiftKey onto my SD card?

    Unfortunately, it’s not possible to move any input method like SwiftKey onto the SD card. This is an Android restriction, rather than a limitation on SwiftKey's end. 


    Amazon App Store

    If you previously downloaded SwiftKey from the Amazon App Store you should be aware that this version has long been discontinued. Although it may still work to a degree, we don’t actively offer support and therefore recommend you download the latest market release from the Google Play Store.

      

    Will SwiftKey Keyboard work with a custom ROM?

    SwiftKey does not officially support custom ROMs. As the Android ROM community is constantly growing, it makes it difficult for our teams to troubleshoot, diagnose and resolve issues. 

    SwiftKey may work with your custom ROM, but unfortunately, we’re unable to guarantee any level of service or provide support beyond what you find in this knowledge base for standard versions of Android.

    Read more
    Why has my enter key turned into a send button in WhatsApp?

    In the settings area for WhatsApp you can adjust the behavior for the return/enter key.

    The below steps will likely resolve this for you:

    1 - Go into WhatsApp settings 
    2 - Open Chats 
    3 - Uncheck the box at the top that says 'Enter is send'


    Read more
    How do I install SwiftKey Keyboard for Android?

    Congratulations! You've downloaded SwiftKey from the Google Play Store.

    Now what?

    On first-run you'll be greeted with the SwiftKey onboarding experience. This will take you through the following three steps. 

    1. Enable SwiftKey

    Tap the green 'Enable SwiftKey' button. 

    Your devices' Physical Keyboard screen will appear - tap the toggle next to 'SwiftKey Keyboard' to enable it.

    Note: SwiftKey does not collect sensitive data. Any data we do collect is covered by our Privacy Policy.

    Press the 'Back' button on your device to return to the setup process.

    Screenshot_20170531-123253.jpg  available-virtual-keyboards.jpg

    2. Select SwiftKey

    Tap the green 'Select SwiftKey' button.

    Your devices' keyboard selection menu will appear - tap to select 'SwiftKey Keyboard'.

     

    3. Get better predictions

    Tap the green 'Get better predictions' button.

    Over the next four screens we'll explain how Personalization works in SwiftKey - swipe to advance and discover how to: get better predictions, customise your look with themes, and protect your words with backup and sync.

    To take advantage of these Personalization features you're required to create a SwiftKey Account. But don't worry, this is as easy as one click! Just tap the 'Sign-in with Google' button.

    If you don’t wish to create an account at this stage, just choose ‘Not now’. You can always sign up later in the following way:

    1. Open the SwiftKey app from your device
    2. Tap 'Account'
    3. Follow the sign up process 

     Screenshot_20170531-131039.jpg

    4. Customising your keyboard

    When you're done we'll take you to your new keyboard and suggest some areas which will allow you to further customise your SwiftKey experience.


    Screenshot_20170531-131837.jpg        

    Read more
    How do I uninstall SwiftKey Keyboard for Android?

    We'll be sorry to see you go but if you really must uninstall SwiftKey from your Android device, please follow the steps below:

    1. Enter your device's Settings
    2. Scroll down to the 'Apps' menu
    3. Find 'SwiftKey Keyboard' in the list of installed apps
    4. Select 'Uninstall'

    Note: if SwiftKey was preinstalled on your device the above steps will differ slightly, and you'll have to select 'Uninstall Updates' instead.

    Read more
    Other troubleshooting for SwiftKey Keyboard for Android

    Are you experiencing issues with your SwiftKey Keyboard for Android?

    Please make sure you are running the latest version of SwiftKey (we are currently at SwiftKey 6) To check this, tap SwiftKey in the app list, then ‘About SwiftKey’ from underneath ‘Information.’ If you are not on this version, please upgrade by visiting the Google Play Store and locating SwiftKey.

    Please try the below steps once you have confirmed you are on the latest version of SwiftKey.

    First:

    1. Open the SwiftKey app

    2. Tap 'Account'

    3. Log out of your SwiftKey Account

    4. Sign back in

    5. Select 'Backup & Sync' and press the refresh key to force a sync

     

    Second:
     

    1. Go to your Device 'Settings' and then 'App Manager' or 'Apps'

    2. Scroll down to 'SwiftKey Keyboard' and select it from the list

    3. Select 'Storage', then tap to clear cache and data

    4. Open SwiftKey and re-adjust settings as necessary

    Note: This will clear all data and saved language from the application. But as long as you're signed-in to your SwiftKey Account, you won't lose any previously-saved data.

     

    Third:


    If the above did not work, please try deleting SwiftKey and reinstalling from the Google Play Store. This often irons out any issues that might be impacting performance.

    If you need further assistance/these steps did not work, please contact us by submitting a support ticket here (opens in a new window).

    Read more
    How do I turn off autospace after punctuation?

    At this time, the SwiftKey Keyboard for Android does not offer the option to turn off autospace after punctuation. 

    Read more
    Can I turn the prediction bar off with SwiftKey Keyboard for Android?

    Currently we do not offer the option to turn off the prediction bar. 

    Predictions are an integral part of the SwiftKey experience and contribute to creating an effortless typing experience on your mobile devices.

    Read more
    I keep getting a notification saying "Choose input method"

    This is a feature of the Android operating system. The notification is visible whenever you are in a text field and you have more than one keyboard enabled (including the stock keyboard). 

    Tapping the ‘Input Select’ icon (represented by a keyboard) will also display this notification.

    It is possible to hide this notification completely by hiding all the other keyboards installed on your device. 

    To achieve this:

    1. Locate your device's Keyboard and input methods settings. These can normally be found within your 'Languages & input' menu.
    2. Select 'Virtual keyboard'
    3. Tap 'Manage keyboards'
    4. Toggle all other keyboards to the 'Off' position

    change-keyboard-notification.jpg input-button.jpg manage-keyboards.jpg  available-virtual-keyboards.jpg


    You'll need to remember to reverse the previous steps to make all your keyboards appear again.

    Troubleshooting

    If you can't see the 'Input Select' keyboard icon, you might have to drag the Android Notification Bar downwards to make your selection instead.

    Read more