Mobile App Crashing or Freezing

📱 A customer is reporting that the app crashes, freezes, or becomes unresponsive. Here's a quick rundown of what to try before escalating.

Step 1: Basic Fixes to Try First

Ask the customer to try these in order, they resolve most crash issues:

1. Force close and reopen the app: On iPhone, swipe up from the home screen and swipe the app away. On Android, use the recent apps button and swipe it off. Then reopen.
2. Check for an app update: An outdated version is one of the most common crash causes. Ask the customer to check the App Store or Google Play for a pending update.
3. Restart the device: Simple but effective, especially on Android.
4. Uninstall and reinstall the app: If the above don't help, a clean reinstall usually clears the issue. Note: the customer will need to log back in, but their account data is secure.

Specific Scenarios

App crashes when scrolling through a category

This has been reported on certain Android devices. Ask the customer to try the reinstall step above. If it happens repeatedly on the same device, note the device model and Android version and contact your CSM.

App freezes on the loading screen

Usually a connection issue. Ask the customer to check their wifi or data connection, then force close and reopen.

When to Contact Your CSM

• Multiple customers are reporting crashes on the same screen or action
• The crash is happening on a specific device model repeatedly
• Reinstalling didn't fix it

When you reach out, include: the device make and model, OS version, what the customer was doing when it crashed, and whether it happens every time or intermittently.

Pro tip: Screenshots or a quick screen recording from the customer go a long way in helping our team reproduce and fix the issue fast.