Troubleshooting App Crashes and Login Issues

Fixing App Crashes and Login Problems

If the app keeps crashing or you are unable to sign in, follow these steps to resolve the issue.

App Crashes or Freezes

1. Force close the app and reopen it.
2. Restart your device — this clears memory and resolves most crash issues.
3. Check for updates — an outdated app version is a common cause of crashes. Update via your device's app store.
4. Clear the app cache — go to your device's Settings → Apps → select our app → Clear Cache.
5. Reinstall the app — uninstall completely, restart the device, then reinstall from the app store.

Cannot Sign In

• Check that you are using the correct email address and password.
• Use the Forgot Password link to reset your password if needed.
• Ensure your subscription is active — a lapsed subscription will prevent sign-in on some devices.
• Check if there is a known service outage by visiting our status page.

Error Codes on Sign-In

• Error NW-xxx: Network connectivity issue — check your internet connection.
• Error UI-xxx: App interface issue — clear cache or reinstall.
• Error TVQ-xxx: Device compatibility issue — check if your device is still supported.

If none of these steps resolve the issue, contact support with your device model, OS version, and the exact error message or code.