If you’re having trouble with the app, most issues can be resolved quickly with a few simple checks.
First Things to Try
Before anything else, try the following:
- Check your internet connection is stable
- Make sure you have enough storage space on your device
- Close and reopen the app
- Log out and log back in
- Restart your device
- Uninstall and reinstall the app
These steps often resolve common issues straight away.
Can’t Log In / Forgotten Password
If you can’t log in, you may need to reset your password.
Go to the login page and use the password reset option.
If you’re already logged in on the website:
- Log out first
- Then use the password reset option
This will allow you to create a new password to use in the app.
Sessions Not Showing in the App
If your sessions are not appearing, the most common cause is logging into a different account.
Please check:
- You are using the same email address used when placing your order
- Your sessions appear in your account on the website
If your sessions appear on the website but not in the app, please contact us and we’ll help resolve this.
If your orders are missing entirely, they may have been placed before accounts were required. In this case, contact us with your order details and we’ll link them to your account.
Problems Downloading or Playing Sessions
If sessions are not downloading or playback stops unexpectedly, this is usually related to device settings.
Android (Important)
Android battery settings can restrict the app from running properly in the background.
Make sure the app is set to No Restriction (or similar) in your battery settings.
Without this, downloads and playback may stop or pause unexpectedly.
For full instructions, see our Battery Saver guide for Android.
Other Apps or Settings Interfering
In some cases, other apps or device settings can affect how the app works.
This can include:
- VPNs
- Security or antivirus apps
- Data-saving or background restriction settings
If you’re experiencing issues, try temporarily disabling these to see if it resolves the problem.
On iPhone or iPad, VPNs are a common cause of download or playback issues, so it’s worth turning these off first.
Can I Order Sessions in the App?
No. The app connects to your existing account, but all purchases need to be made through our website.
Any sessions you order will then appear automatically in the app.
Unsupported Devices
The app is not currently supported on Amazon Fire / Kindle devices.
These devices use a different version of Android, which limits compatibility.
Still Having Issues?
If you’re still having trouble, please get in touch and we’ll be happy to help.