Thanks for visiting our support page. Here, you’ll find the basic steps to solve the most common app issues. If you need more help, see Next Steps for additional software support.


While the following troubleshooting guide was written for the iPad and iPhone/iPod Touch, the same general steps apply to most devices. For more specific advice, see the manufacturer’s website.

Make sure you’re up-to-date.
Many problems can be solved by making sure that you have the latest version of your operating system and app installed.
Re-launch the app.
Sometimes relaunching an app is all that it takes to restore it to normal working behavior.

  • If the app is open, click the Home button to exit the app.
  • Next, double click the Home button to see all of the apps that are currently open.
  • If you’re using iOS 7, swipe left or right to find the app you want to close and then swipe the preview screen up to close it. If you’re using iOS 6, touch and hold the icon until it begins to jiggle. Then, tap the red negative sign in the corner to close it.
  • Click the Home button to return to the home screen and re-launch the app.
Restart your device.
If your device can be shut down normally, hold the Sleep/Wake button and select the “Slide to power off” option. If your device has crashed or locked up, you can force the device to restart by holding down the Sleep/Wake button and the Home button at the same time until the Apple logo appears.
Re-download the app.
If that doesn’t solve the problem, delete the app and install a fresh copy. As long as you use the same iTunes account you used to buy the original app, you can download a new copy for free.

  • To delete an app, touch and hold its icon on the Home screen until it starts to jiggle, then tap the X to delete it from your device. When finished, press the Home button.
  • Next, tap the App Store icon and make sure that you are signed in with the same account that you used to make the original purchase.
  • Finally, locate the app in the store and re-download it.
  • Next Steps

    If you’re still having problems, we’ll be glad to help. Just email with the following information:

    • The type and model of your device. (i.e. iPhone 3G, iPad 2, etc.).
    • Which version of the iOS you’re using (See Settings>General>About>Version on your device).
    • The app and the version you’re using (See Settings>Usage>App Title).
    • When the problem occurs. (i.e. On startup, or when you attempt a specific action, etc.).