App not loading or crashing

Experiencing issues with the Kivly app? Try these troubleshooting steps to resolve common problems.

Quick fixes

Try these solutions first (works 90% of the time):

1. Force close and restart

iPhone/iPad:

1. Swipe up from bottom (or double-click Home button)
2. Swipe up on Kivly app to close
3. Reopen the app

Android:

1. Open Recent Apps (square/overview button)
2. Swipe away Kivly app
3. Reopen the app

2. Check your internet connection

• Switch between WiFi and mobile data
• Test other apps to confirm connection
• Restart your router if on WiFi

3. Update the app

App Store (iOS):

1. Open App Store
2. Tap profile icon
3. Scroll to find Kivly
4. Tap Update if available

Google Play (Android):

1. Open Google Play Store
2. Search for Kivly
3. Tap Update if available

Detailed troubleshooting

If quick fixes don't work, try these:

Clear app cache (Android)

1. Go to Settings → Apps → Kivly
2. Tap Storage
3. Select Clear Cache (NOT Clear Data)
4. Restart the app

Note: This won't delete your data.

Reinstall the app

Important: Your data is stored in the cloud and will sync after reinstalling.

1. Uninstall Kivly app
2. Restart your device
3. Reinstall from App Store/Google Play
4. Sign in with your credentials

Check device compatibility

Minimum requirements:

• iOS: iPhone 12 or newer, iOS 15+
• Android: Android 9.0+, 3GB RAM minimum
• Web: Chrome 90+, Firefox 88+, Safari 14+

Free up storage space

Low storage can cause crashes:

1. Check available storage (Settings → Storage)
2. Delete unused apps or files
3. Aim for at least 1GB free space

Error messages

"Connection timeout"

• Check internet connection
• Try different network (WiFi vs mobile data)
• Disable VPN temporarily

"Unable to load content"

• Clear app cache
• Check for app updates
• Contact support if persists

"Session expired"

• Sign out and sign back in
• Clear cache
• Update to latest version

Still having issues?

Check system status

Visit status.kivly.org to see if there are known outages.

Report the issue

Help us fix bugs faster:

1. Note what you were doing when it crashed
2. Take a screenshot if possible
3. Contact support with details

Device-specific fixes

iPhone issues?

• Update iOS to latest version
• Reset network settings
• Check Low Power Mode (can affect performance)

Android issues?

• Update Android OS
• Disable battery optimization for Kivly
• Check Developer Options (disable if enabled)

Web browser issues?

• Clear browser cache and cookies
• Disable browser extensions
• Try incognito/private mode

Prevention tips

Prevent future crashes:

• Keep app updated
• Maintain adequate storage
• Use stable internet connection
• Close unused apps
• Restart device weekly

Need more help?

Contact our support team with:

• Device model and OS version
• App version
• Description of the issue
• When it started happening
• Screenshots if applicable

We typically respond within 24 hours.