Various factors can affect the app's performance—like the app suddenly crashing, a session not playing or loading, or other unexpected behavior. This article provides troubleshooting steps to resolve common technical issues with the Hallow app and explains how to report bugs if the issue persists.
These troubleshooting steps can help resolve common technical issues with the Hallow app, including:
The app suddenly crashes or freezes
Sessions won't play or load
Content won't download
Features aren't working as expected
The app is running slower than usual
General Troubleshooting Tips
Let’s go through these basic steps to see if we can fix the issue together:
1. Update the App
Ensure you have the latest version of the Hallow app installed. Visit the Apple App Store, Google Play Store, or Amazon App Store, search for "Hallow," and check if there’s an option to update the app.
⚠️The Update button may only appear when you tap into the full Hallow app page, not in search results. Make sure to tap on the app name to open the full app details page before checking for updates.
2. Check Your Internet Connection
Ensure you have a stable internet connection. Simply restarting your Wi-Fi or data connection can resolve many connectivity issues.
Check and note if the issue persists only when using the Wi-Fi or mobile data, or both.
3. Restart Your Device
Try turning your device off and back on.
To restart your device:
iPhone/iPad: Press and hold the power button, slide to power off, wait 30 seconds, then turn it back on
Android: Press and hold the power button, tap Restart or Power off, then turn it back on
Amazon Fire: Press and hold the power button, tap Power off, wait 30 seconds, then turn it back on
4. Log Out and Log Back In
Sometimes, simply logging out of the app and logging back in can refresh your session and resolve minor issues.
5. Reinstall the App
If the issue persists, try uninstalling and reinstalling the app. This step will not affect your prayer history, but it will delete your downloads. After reinstalling, log back into your account.
To reinstall:
Delete the Hallow app from your device
Restart your device
Download Hallow again from your app store:
Log back in using your original login method
These steps should solve a majority of technical issues experienced with Hallow. If you're receiving a specific error message, check these articles to see if we've already outlined the solution to your error.
Additional steps to try
If the basic steps above didn't resolve your issue, these additional fixes can help:
1. Close Background Apps
Running multiple apps simultaneously can slow down your device and affect Hallow's performance. Close unnecessary background apps to free up system resources.
To close background apps:
iPhone/iPad: Swipe up from the bottom (or double-click home button), then swipe up on apps to close them
Android: Tap the Recent Apps button (square icon), then swipe apps away to close them
Amazon Fire: Swipe up from the bottom, then swipe apps away to close them
2. Clear Storage Space
Adequate storage space is crucial for app performance. Check your device storage and delete unused apps or clear cached data if storage is low.
To check storage on your device:
iPhone/iPad: Settings → General → iPhone Storage
Android: Settings → Storage
Amazon Fire: Settings → Storage
If storage is low:
Delete unused apps
Clear cached data from other apps
Delete old photos or videos (back them up first!)
In Hallow, delete downloaded sessions you no longer need
How to report a technical issue to Customer Support
If none of the basic troubleshooting steps above worked, please send us a message using the messenger in the bottom right of your screen or send an email to support@hallow.app to report the issue.
Information to Include in Your Bug Report
Providing the following details will help our team replicate and identify the technical issue and quickly find a solution.
Always include:
A brief summary of the steps you took already
The title of the content session or the feature that is having the issue
How often the issue has happened and when
The type of device you are using (Apple/iOS or Android)
The version of your app (this can be found by going to the “Me” tab and checking the grey writing at the bottom of your screen.)
A screen recording or screenshot showing the error you’re seeing or the page where the problem occurs.
For Specific Types of Issues
Depending on the type of issue you're experiencing, please also provide the following information in your bug report to help us resolve it promptly.
The app isn't working as expected
Examples: the app crashes, buttons don’t respond, or a feature won’t load, or there’s an issue with Trivia or The Word games.
In addition to the information above, please include:
A short description of what’s happening
Your device model and OS (e.g., iPhone 13, iOS 17.5)
Content is missing, incorrect, or has a typo
Examples: a prayer has incorrect text, content doesn’t match audio, or something seems inaccurate in the text.
In addition to the information above, please include:
The name or title of the content
A description of what’s incorrect or missing
When you first noticed the issue
There’s an audio or playback issue
Examples: the audio cuts out, the wrong voice is playing, or it won’t play at all.
In addition to the information above, please include:
The title of the session
Details about what’s happening with the audio
When you first noticed the issue
If possible, a screen recording showing the playback issue
We’re always here to help when you need it. You can reach out through this purple chat window on the bottom-right corner or e-mail us at support@hallow.app
God bless 🕊️