in App Not Working? Here‘s a Comprehensive Troubleshooting Guide

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Have you ever tried to log into your app only to find error messages, lag, or other technical issues? As a leading centralized crypto exchange, aims to provide a seamless trading and management experience on mobile. But like any platform, it‘s not 100% perfect.

If you‘ve struggled with a sluggish, glitchy, or fully non-functional app, you‘re definitely not alone. The good news is there are a number of ways we can troubleshoot and attempt to restore full app functionality when problems pop up.

In this detailed guide, I‘ll walk you step-by-step through:

  • The most common reasons the app stops working properly
  • Solutions to fix the most prevalent technical issues
  • Advanced troubleshooting tips in case basic fixes don‘t work
  • How to optimize your device and app for maximum reliability
  • When and how to get support involved

By the end of this guide, you‘ll have the knowledge to quickly diagnose and resolve app problems so you can confidently trade crypto on-the-go. Let‘s dive in!

Why Does the App Stop Working? Main Causes

While the developers have created a robust mobile app, even the best software has its flaws. Based on user reports, we can narrow down the most prevalent reasons you might find the app unresponsive or unusable:

1. Connectivity and Server Issues

One of the most common sources of app trouble is disruptions to the connection between your device and‘s servers. Any instability or loss of internet connectivity can prevent the app from retrieving account data, processing requests, or updating its interface. depends on a globally distributed network of servers to handle enormous trading volume and requests. If any region experiences an outage or downtime, it can cripple connectivity for users in that geography.

While less frequent, Distributed Denial of Service (DDoS) attacks can also overwhelm‘s servers and cause temporary outages. Check the Status page for real-time diagnostics on outages.

2. Software Bugs and Performance Issues

Even small software bugs that escape testing can cause the app to crash, freeze, or display errors that disrupt usage. Memory leaks, caching issues, and suboptimal code can also degrade performance over time.

Particularly after app updates, new bugs commonly arise and cause temporary issues until fixed in a following release. Users on older app versions may experience flaws already patched in the latest release.

3. Account and Authentication Problems

As a non-custodial exchange, gives you full control of your assets while also handling sensitive account information. Any problems on‘s end related to authorization, 2FA, keys, or credentials can block you from accessing your account correctly.

Sometimes simply logging out and back into your account can reset these temporary problems. Other times, bugs prevent the app from validating your sign-in details properly. Resetting passwords often resolves persistent authorization errors.

4. Device-Specific Software Issues

Since needs to optimize its app for both iOS and Android, issues can arise when a release isn‘t fully compatible with a given device environment. Certain phones may expose app bugs not seen on other hardware.

Outdated operating systems can also cause conflicts with the latest app releases. Make sure to run the recommended iOS or Android OS version for maximum reliability.

Step-by-Step Solutions to Common App Issues

Now that we‘ve covered the major culprits behind app difficulties, let‘s go through actionable steps to get the app back up and running in various situations:

1. Confirm Your Internet Connection Is Active

If the app stops responding entirely, first check that your device still has an active internet connection. Turn off WiFi and try loading the app using your mobile data, or vice versa.

Disable any VPN connections temporarily to ensure they aren‘t interfering with connectivity. Move to different locations to test if the problem is environment-specific.

You can visit DownDetector to check if others are reporting widespread connectivity issues as well. This can help discern whether the problem stems from your device or‘s servers.

2. Force Quit and Re-Launch the App

Sometimes the app may freeze up or become unresponsive, requiring a fresh restart. On iOS, double tap the home button and swipe up on the preview to force quit. On Android, open the multitasking view and swipe the app preview upward to close it.

After force quitting, wait a few seconds and launch the app again. This clears any memory issues or instability plaguing the current instance.

3. Update to the Latest App Version releases new app versions frequently to squash bugs, optimize performance, and add features. Using an outdated version makes you more vulnerable to issues already fixed in newer releases.

On iOS, visit the App Store and pull down to trigger a refresh of available updates. On Android, open the Play Store app and tap your profile icon to view pending updates. Install any available app updates.

4. Reinstall the App

If force closing and updating don‘t restore functionality, the next step is uninstalling and reinstalling the app entirely. This wipes any residual bugs or corrupted files plaguing the install.

On iOS, press and hold the app icon until if jiggles, then tap the X to delete. On Android, press and hold the icon and drag it into the Uninstall section at the top of the screen. Re-download a fresh version of the app from the app store and log back in.

5. Clear App Cache and Data

Over time, stale app cache and data files can impair performance and cause instability. Here are the steps to wipe the app data on each platform:


  1. Go to Settings -> General -> iPhone Storage
  2. Find and tap it
  3. Tap Offload App to clear data


  1. Open Settings -> Apps ->
  2. Tap Storage -> Clear Cache and Clear Data

This forces the app to re-download a fresh set of data and files when launched again.

6. Check Device Date and Time Settings

The app relies on accurate timekeeping to properly synchronize information. If your device shows the wrong date or time, it can wreak havoc.

Under Settings, make sure "Set Automatically" is enabled under Date and Time settings. If not, enable it or manually set the correct date and time. Many app issues clear up after correcting inaccurate device dates.

7. Contact Support

If you still can‘t get the app working after trying these troubleshooting steps, it‘s time to involve the support team. Reach out via live chat or email from within the app or directly through the website support page.

Provide detailed information on when the issues began, what troubleshooting you‘ve tried, and the specifics of what‘s failing. support can investigate issues on their end, assist with account-specific problems, and escalate confirmed app bugs.

8. Retry on Another Device

As a last resort, attempt accessing your account from a different iOS or Android device if possible. Download the app on a friend or family member‘s phone, for example.

If their device can run the app with no issues, the problem likely lies with your original phone rather than‘s platform. At that point, reach out to the device manufacturer for hardware-specific support.

Preventing App Problems in the Future

While we can‘t guarantee the app will never glitch or fail, here are proactive steps you can take to minimize problems in day-to-day usage:

  • Always run the latest version of iOS or Android for your device
  • Update the app whenever new versions are available
  • Reboot your device regularly to clear memory issues
  • Ensure reliable WiFi or mobile data connections
  • Disable battery optimization for the app if possible
  • Monitor Status for system outages

Keeping your device and the app software well maintained goes a long way to avoiding technical frustrations. But should new problems pop up, apply the troubleshooting techniques from this guide to quickly restore functionality.

Let me know if you have any other questions! I‘m always happy to help fellow users keep their app running smoothly.


Written by Alexis Kestler

A female web designer and programmer - Now is a 36-year IT professional with over 15 years of experience living in NorCal. I enjoy keeping my feet wet in the world of technology through reading, working, and researching topics that pique my interest.