What to do if the app crashes
Updated on 18 June 2026
The simple steps to recover a slow, frozen app or one that closes on its own.
An app that is sluggish, freezes or closes on its own is almost always the sign of a passing incident, not a serious problem. Your data is safe and synchronised across all your devices. Follow these steps in order: most cases are resolved by the very first ones.
Fully close the app
Do not just send it to the background: quit it entirely, then reopen it.
Check your internet connection
An unstable connection causes slowdowns and frozen screens. Test another app or a web page.
Install the updates
On iPhone, check the App Store. On the web, reload the page to get the latest version.
Restart the device
A simple restart of the phone or computer fixes many stubborn freezes.
Try the action that was causing the issue again
Repeat what you were doing to check that everything works again.
If the issue comes back in the same place
When the app always closes on the <strong>same screen</strong> or during the <strong>same action</strong>, this information is valuable. Note precisely where it happens: this is exactly what will let the team understand and fix it quickly.
If despite everything the app stays unusable, contact support describing the screen involved, the device used and, if possible, attaching a screenshot. Remember to include your support ID for faster handling.
Report the problem to supportWith the screen involved and your support ID.
Did this article help?