The mobile app won't start or closes
If the mobile app won't start, gets stuck on the start screen or closes by itself, try the steps below in order. Most problems are solved after the first three.
Try in this order
- Close the mobile app completely and open it again. Swipe it away in the app switcher, wait a few seconds and start it again.
- Check your connection. The mobile app needs the internet when you sign in and when it checks your version at start. Downloaded music plays without a connection once you're signed in.
- Update the mobile app. An old version can stop working. See Update the mobile app.
- Restart your phone or tablet.
- Free up space. If the device is almost full, the mobile app can't save what it needs. See Clear offline files and free up space.
- Reinstall the mobile app. Delete it, install it again from the App Store or Google Play, and sign in.
Downloads are deleted when you reinstall
When you delete the mobile app, all the music you downloaded is deleted. Your playlists and your account remain, but you need to download the music again.
The mobile app shows a message when it starts
At start, the mobile app checks that your version works. Sometimes a message appears, for example that a new version is available. If it says you must update, tap Update and the App Store or Google Play opens. Otherwise you can carry on as usual.
Check that your device is supported
The mobile app needs a recent enough version of iOS or Android. See The mobile app and the web app. On an older device you can use the web app at https://web.wearevoice.se instead.
If nothing helps
Email support@wearevoice.se and tell us:
- which device you have and which version of iOS or Android it runs,
- which version of the mobile app you have (Profile → About → Version),
- what happens and roughly when it happened.