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- Time zone setting issues causing specific errors
If you’re using the Hallow mobile app (iOS or Android)
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, click the button below to see if we've already outlined the solution to your error.
For error messages like 'Request Adaption Failed' or 'Alamofire Adaption Failure,' ensure that your device's time zone is correctly configured.
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
If you’re using Hallow on the web (browser version)
If you’re accessing Hallow from a web browser, app-specific steps like updating or reinstalling the app do not apply. Instead, try the following:
Refresh the page or fully close and reopen your browser
Check your internet connection
Open Hallow in an incognito or private browser window
Clear your browser’s cache and cookies
Try a different browser or device, if available
How to report a technical issue to Customer Support
If the troubleshooting steps above didn’t resolve the issue, please contact Customer Support.
You can reach us by:
Contacting us through the app
Emailing support@hallow.app
Information to include in your report
Including the details below helps us investigate and resolve the issue faster.
Always include
The troubleshooting steps you already tried
The session title or feature where the issue occurs
How often the issue happens and when it started
Your device (Apple/iOS, Android, or web browser)
Your app version (found in the Me tab if using the app)
A screenshot or short screen recording, if available
Additional details for specific issues
The app isn’t working as expected
Examples: crashes, buttons not responding, features not loading, Trivia or The Word issues, or errors like “Request Adaptation Failed.”
Please also include:
What’s happening
Your device model and OS (for example, iPhone 13 on iOS 17.5)
Confirmation that your device’s time zone is set correctly
Content is missing or incorrect
Examples: incorrect text, mismatched audio, or missing content.
Please also include:
The content title
What’s incorrect or missing
When you first noticed the issue
Audio or playback issues
Examples: audio cutting out, wrong voice playing, or audio not playing.
Please also include:
The session title
What’s happening with the audio
When the issue started
A screen recording, if possible
❓ FAQs
What counts as a bug in Hallow?
A bug is a technical issue that continues after you’ve completed the troubleshooting steps above and prevents Hallow from working as intended.
Examples of bugs include:
The app or web player crashing repeatedly
Content not loading or playing after troubleshooting
Login issues that persist across multiple attempts
Error messages that appear consistently
If the issue goes away after troubleshooting, it’s likely a temporary or connectivity-related issue rather than a bug.
Will reinstalling the app delete my account or subscription?
No. Reinstalling the Hallow app does not delete your account or cancel your Hallow Subscription. You may need to log back in after reinstalling.
Should I report the issue even if it seems small?
Yes. If the issue continues after troubleshooting and doesn’t seem right, reporting it helps us track patterns and improve the experience for everyone.
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 🕊️