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Close the app completely so it is removed from memory, then open it again. This clears whatever temporary state caused the freeze and fixes the majority of one-off glitches.

iPhone and iPad

1. Swipe up from the bottom of the screen and pause in the middle to open the App Switcher. On devices with a Home button, double-press Home instead.
2. Swipe left or right to find the app.
3. Swipe up on the app's preview to close it.
4. Tap the app icon on the Home Screen to open it again.

Android

1. Open Settings, then Apps, and select the app.
2. Tap Force stop.
3. Open the app again from your app drawer.

Swiping the app away in the recent apps view also works on most Android phones, but Force stop is the guaranteed way to end it.

If force quitting did not help, restart the device. A restart clears the system's memory and stops any background process that may be interfering with the app.

iPhone and iPad

1. Hold the side button and either volume button until the power slider appears. On older devices, hold only the top or side button.
2. Drag the slider to turn the device off and wait about 30 seconds.
3. Hold the side button until the Apple logo appears.

Android

1. Hold the power button (on some phones, power and volume down together).
2. Tap Restart.

Once the device is back up, open the app before launching anything else to see whether the problem is gone.

We ship fixes regularly, and a crash you are seeing may already be solved in a newer version. Automatic updates can lag by days, so check manually.

iPhone and iPad

1. Open the App Store and tap your profile picture in the top right.
2. Scroll to the list of pending updates. Pull down to refresh the list.
3. Tap Update next to the app, or Update All.

Android

1. Open Google Play and tap your profile picture.
2. Tap Manage apps and device, then Updates available.
3. Tap Update next to the app.

Our apps are built and tested against current versions of iOS and Android. Running an old system version can cause crashes, missing features, or layout problems that we cannot reproduce.

iPhone and iPad

Open Settings, then General, then Software Update. Install anything that is offered. Plug in and connect to Wi‑Fi first, since updates are large.

Android

Open Settings, then System, then Software update (the exact wording varies by manufacturer). Install anything that is offered.

Several of our apps talk to a server for every action, so a weak or blocked connection looks like the app is broken when it is only waiting.

• Open a web page in your browser to confirm the phone is actually online.
• Toggle Airplane Mode on, wait ten seconds, and turn it off again to reset the radios.
• Switch between Wi‑Fi and cellular data. Some public and workplace networks block app traffic.
• Turn off any VPN or private DNS profile temporarily and try again.
• On iPhone, check Settings, then Cellular, and confirm the app is allowed to use cellular data.

When a phone is nearly full, apps cannot write the files they need and will crash or fail to save. Aim to keep at least a few gigabytes free.

iPhone and iPad

Open Settings, then General, then iPhone Storage. Follow the recommendations there, or delete large videos and unused apps.

Android

Open Settings, then Storage. Use the clean-up suggestions, or remove downloads, old photos, and unused apps.

The cache holds temporary files the app downloaded to speed things up. If one of those files is corrupted, the app can misbehave every time it opens. Clearing the cache is safe and does not delete your account, progress, or settings.

Android

1. Open Settings, then Apps, and select the app.
2. Tap Storage & cache.
3. Tap Clear cache. Do not tap Clear storage unless you are ready to lose local data.

iPhone and iPad

iOS has no separate cache button. The closest equivalent is to offload the app: open Settings, then General, then iPhone Storage, select the app, and tap Offload App. Your documents and data stay on the device, and tapping the app icon downloads a fresh copy.

A clean install replaces every file the app uses and resolves problems caused by a damaged download or a bad update. Anything stored only on the device is deleted, so sign in or back up first if the app offers it. Purchases tied to your Apple or Google account can be restored afterward.

iPhone and iPad

1. Touch and hold the app icon, tap Remove App, then Delete App.
2. Restart the device.
3. Open the App Store, search for the app, and tap the download icon.

Android

1. Touch and hold the app icon and tap Uninstall, or use Settings, then Apps.
2. Restart the device.
3. Open Google Play, search for the app, and tap Install.

If one specific feature is silent while the rest of the app works, the app has probably been denied a permission it needs. Both platforms let you review this per app.

iPhone and iPad

Open Settings, scroll down to the app, and check each toggle listed there. Notifications have their own screen under Settings, then Notifications. Also check that Focus or Do Not Disturb is not silencing the app.

Android

Open Settings, then Apps, select the app, and tap Permissions. For notifications, check Notifications on the same screen and confirm battery optimization is not set to restrict the app.

Battery-saving modes throttle performance and stop apps from refreshing when they are not on screen. That is by design, but it can look like a bug.

• On iPhone, turn off Low Power Mode in Settings, then Battery, and make sure Background App Refresh is on for the app under Settings, then General.
• On Android, turn off Battery Saver, and in the app's battery settings choose Unrestricted rather than Optimized or Restricted.
• Close other apps you are not using. Games and video calls in particular compete for memory.
• A phone that is very hot will slow itself down. Let it cool before trying again.

Purchases are handled by Apple and Google, not by us directly, and they occasionally take a few minutes to arrive.

• Wait a few minutes, then force quit and reopen the app.
• Make sure you are signed in with the same Apple ID or Google account you bought with.
• Look for a Restore Purchases button in the app's settings and tap it.
• Check your receipt email. If you were charged and still don't have the item, contact us with the order number and we will sort it out.
• Refunds for accidental purchases are requested through Apple at reportaproblem.apple.com or through Google Play's order history.

The more of this you can send, the faster we can reproduce the problem and fix it:

• Which app, and the version number shown in its settings or on the store page.
• Your device model and operating system version.
• What you were doing when it happened, step by step.
• Whether it happens every time or only sometimes.
• A screenshot or screen recording if you can capture one.
• Which of the steps on this page you have already tried.