Frequently Asked Question
The app keeps crashing or will not launch
Last Updated 4 years ago
If an app is crashing or will not load, then the problem is most likely related to the operating system or your device. If you are experiencing a crash please try these steps first.
All systems and devices:
In almost every case reported to us, the reason for the app crashing when launched is due to corruption during download or an error during installation. The easiest and quickest way to fix this problem is to:
iOS:
If the app will not launch, delete it from your device and re-download and reinstall from the Apple App Store. Be sure to log in to the App Store using the same ID you used to purchase the app. If you are asked to re-purchase the app, this is NOT correct, so always double-check you use the same login details.
If this doesn't solve the problem, then try these instructions from Apple:
https://support.apple.com/en-gb/HT201398
Android:
If the app will not launch, delete it from your device and re-download and reinstall from Google Play. Be sure to log in to Google Play using the same ID you used to purchase the app. If you are asked to re-purchase the app, this is NOT correct, so always double-check you use the same login details.
If you have downloaded the app, but cannot see it in the list of apps or get it to open, please follow these steps:
If this doesn't solve the problem, then try these instructions from Google:
https://support.google.com/googleplay/answer/2668665
All systems and devices:
In almost every case reported to us, the reason for the app crashing when launched is due to corruption during download or an error during installation. The easiest and quickest way to fix this problem is to:
- Delete the app from your device.
- Log in to your account at the App Store (Apple) or the Play Store (Android).
- Re-download and reinstall the app (you own the app, there is no additional cost).
iOS:
If the app will not launch, delete it from your device and re-download and reinstall from the Apple App Store. Be sure to log in to the App Store using the same ID you used to purchase the app. If you are asked to re-purchase the app, this is NOT correct, so always double-check you use the same login details.
If this doesn't solve the problem, then try these instructions from Apple:
https://support.apple.com/en-gb/HT201398
Android:
If the app will not launch, delete it from your device and re-download and reinstall from Google Play. Be sure to log in to Google Play using the same ID you used to purchase the app. If you are asked to re-purchase the app, this is NOT correct, so always double-check you use the same login details.
If you have downloaded the app, but cannot see it in the list of apps or get it to open, please follow these steps:
- Open the Play Store app on your device.
- Click the 3-bar menu at the top of the screen and select My Apps & Games.
- Select the Library tab.
- Check to see if the app is installed. If not, click the Install button.
If this doesn't solve the problem, then try these instructions from Google:
https://support.google.com/googleplay/answer/2668665