App is not working - common fixes

Introduction

Experiencing technical difficulties with Cuddle? This guide covers the most common issues and their solutions. Most problems can be resolved quickly with these troubleshooting steps.

Quick Fixes (Try These First)

Before diving into specific issues, try these universal solutions:

1. Force Close and Reopen

iPhone/iPad:

1. Swipe up from bottom of screen (or double-click Home button on older devices)
2. Find Cuddle app card
3. Swipe up to close it
4. Reopen from home screen

Android:

1. Open Recent Apps (square button or swipe up gesture)
2. Find Cuddle
3. Swipe it away or tap X
4. Reopen from app drawer

2. Check Your Internet Connection

• Switch between WiFi and cellular data
• Try opening a website to verify connection
• Restart your router if on WiFi
• Move closer to WiFi router if signal is weak

3. Update the App

iPhone/iPad:

1. Open App Store
2. Tap your profile icon (top right)
3. Scroll to Cuddle
4. Tap "Update" if available

Android:

1. Open Google Play Store
2. Tap your profile icon
3. Tap "Manage apps & device"
4. Update Cuddle if available

4. Restart Your Device

• iPhone: Hold power button + volume button, slide to power off, wait 30 seconds, turn back on
• Android: Hold power button, tap Restart (or Power off, wait 30 seconds, turn back on)

Specific Issues & Solutions

App Keeps Crashing

Symptoms: App closes unexpectedly, returns to home screen

Solutions:

1. Update to latest version (most crashes fixed in updates)

2. Free up storage space:

   • iPhone: Settings > General > iPhone Storage
   • Android: Settings > Storage
   • Delete unused apps, photos, or videos
   • Aim for at least 1GB free

3. Clear app cache:

   • Android: Settings > Apps > Cuddle > Storage > Clear Cache
   • iPhone: Uninstall and reinstall app (data saved on servers)

4. Check for OS updates:

   • iPhone: Settings > General > Software Update
   • Android: Settings > System > System Update

5. Reinstall the app:

   • Delete app from your phone
   • Restart your device
   • Reinstall from App Store/Play Store
   • Log back in (your data is safe on our servers)

App Won't Load / Stuck on Splash Screen

Symptoms: App opens but gets stuck on loading screen

Solutions:

1. Check internet connection - try WiFi and cellular

2. Force close and reopen (see Quick Fixes above)

3. Clear app data (Android):

   • Settings > Apps > Cuddle > Storage > Clear Data
   • Warning: May need to log in again

4. Verify server status:

   • Check cuddle.health/status (if available)
   • Or contact support@cuddle.health to ask about outages

5. Disable VPN temporarily - some VPNs interfere with our servers

6. Reinstall the app as last resort

Content Not Loading

Symptoms: Questions, quizzes, or exercises won't appear

Solutions:

1. Pull down to refresh in My Plan or Play tabs

2. Check Premium status:

   • Some content requires Premium
   • Verify subscription in Profile > Settings

3. Wait a few minutes - content sometimes takes time to sync

4. Force close and reopen

5. Update the app - content loading improved in newer versions

6. Check internet speed - slow connections delay loading

Partner Connection Not Working

Symptoms: Can't pair, partner not showing, shared content missing

Solutions: See dedicated troubleshooting guide

• Troubleshooting partner connection issues

Common quick fixes:

• Both partners update to latest app version
• Unpair and re-pair with fresh code
• Verify Premium sharing status
• Check that both partners have active internet

Login Issues

Symptoms: Can't log in, password not working, email not recognized

Solutions:

1. Reset your password:

   • Tap "Forgot Password" on login screen
   • Check email for reset link (including spam folder)
   • Create new password

2. Verify email address:

   • Check for typos
   • Try alternate email if you have multiple
   • Ensure it's the email you used to register

3. Check caps lock - passwords are case-sensitive

4. Try different login method:

   • If you signed up with Apple/Google, use that button
   • Don't try email login if you used social auth

5. Clear app cache and try again

Notifications Not Working

Symptoms: Not receiving daily reminders or partner activity alerts

Solutions:

1. Check notification permissions:

   • iPhone: Settings > Cuddle > Notifications > Allow Notifications (ON)
   • Android: Settings > Apps > Cuddle > Notifications > All categories (ON)

2. Enable in-app notification settings:

   • Cuddle app > Profile > Settings > Notifications
   • Toggle on the types you want

3. Check Do Not Disturb:

   • iPhone: Swipe down from top right, check moon icon
   • Android: Swipe down, check Do Not Disturb

4. Verify Focus modes (iOS):

   • Settings > Focus
   • Ensure Cuddle isn't silenced in active Focus mode

5. Reinstall app - sometimes notification permissions get corrupted

Subscription Issues

Symptoms: Premium not unlocking, billing problems, can't cancel

Solutions:

1. Verify purchase went through:

   • iPhone: Settings > [Your Name] > Subscriptions
   • Android: Play Store > Payments & subscriptions > Subscriptions

2. Restore purchases:

   • Cuddle app > Profile > Settings > Restore Purchases
   • Give it a few minutes to sync

3. Check you're logged into correct account:

   • Verify email in Profile matches subscription email
   • Check if partner has the subscription

4. Contact support if charged but no Premium access

For cancellation help: How do I cancel my subscription?

Syncing Problems

Symptoms: Changes not saving, data not syncing across devices

Solutions:

1. Check internet connection - syncing requires active connection

2. Force sync:

   • Pull down to refresh in any tab
   • Or log out and log back in

3. Wait 5-10 minutes - some syncs take time

4. Close app on other devices - prevents conflicts

5. Update app on all devices - version mismatches cause sync issues

App Running Slowly

Symptoms: Lag, delays, slow loading times

Solutions:

1. Close background apps:

   • iPhone: Swipe up to Recent Apps, close unused apps
   • Android: Recent Apps button, swipe away apps

2. Free up RAM:

   • Restart your device
   • Don't run too many apps simultaneously

3. Free up storage - low storage slows everything down

4. Check internet speed:

   • Use speedtest.net
   • Move closer to WiFi router
   • Switch to cellular if WiFi is slow

5. Update device OS - older OS versions can cause slowness

6. Reinstall Cuddle - fresh install often fixes performance

Features Missing or Locked

Symptoms: Can't access content you expect to see

Solutions:

1. Verify Premium status:

   • Profile > Settings > Manage Subscription
   • Confirm "Premium" is shown

2. Check partner pairing (if relevant):

   • Premium sharing requires active pairing
   • Verify partner shows in Profile

3. Update the app - new features require latest version

4. Check if it's a beta feature - some features roll out gradually

5. Verify you're looking in the right place:

   • Exercises in Play tab, not My Plan
   • Quizzes in Play > Quizzes
   • Check-ins in Profile tab

Images or Photos Not Uploading

Symptoms: Can't upload profile photo or media

Solutions:

1. Grant photo permissions:

   • iPhone: Settings > Cuddle > Photos > All Photos
   • Android: Settings > Apps > Cuddle > Permissions > Files and Media (Allow)

2. Check file size - very large images may fail (try photos under 5MB)

3. Try a different photo - file might be corrupted

4. Check internet connection - uploads require stable connection

5. Restart app and try again

Still Having Issues?

If you've tried the relevant solutions above and still have problems:

Contact Support

Email: support@cuddle.health

Include:

1. Description of the problem - be specific
2. Screenshots or screen recordings (if applicable)
3. What you've already tried from this guide
4. Device information:
   • Device model (iPhone 13, Samsung Galaxy S21, etc.)
   • OS version (iOS 17.1, Android 13, etc.)
   • App version (found in Settings > About)
5. When the issue started - after an update? Suddenly? Always?

Expected Response Time

• We aim to respond within 24 hours on business days
• Complex issues may require back-and-forth troubleshooting
• We'll work with you until the issue is resolved

Urgent Issues

For critical problems (can't access account, billing errors):

• Email with "URGENT" in subject line
• We prioritize these tickets

Preventing Future Issues

Keep App Updated

• Enable automatic updates:
  • iPhone: Settings > App Store > App Updates (ON)
  • Android: Play Store > Settings > Auto-update apps

Keep Device Updated

• Install OS updates when available
• Updates fix bugs and improve performance

Maintain Device Health

• Keep at least 1-2GB free storage
• Restart device weekly
• Close unused apps regularly
• Clear caches periodically

Good Internet Habits

• Use stable WiFi when possible
• Avoid public WiFi for sensitive actions
• Keep WiFi router firmware updated
• Restart router monthly

Reporting Bugs

Found a bug? Help us fix it:

1. Take screenshots showing the issue
2. Note exact steps to reproduce the problem
3. Include device/app info
4. Email: support@cuddle.health with subject "Bug Report"

We prioritize bug fixes that affect user experience.

Feature Requests

Want a new feature or improvement?

• Email: support@cuddle.health
• Subject: "Feature Request"
• Describe what you'd like and why it would help

We review all suggestions for future updates.

Known Issues

Check our status page (if available) for known issues being worked on:

• cuddle.health/status
• Or follow updates on social media

Related Articles

• Troubleshooting partner connection issues
• How do I cancel my subscription?
• How do I delete my account?
• Is my relationship data private and secure?