Troubleshooting: app crashes or won't open

If Moments crashes or won’t open, try these steps in order.

1. Update the app

   • Open the App Store / Play Store and update Moments to the latest version.

2. Restart your device

   • Rebooting clears temporary issues.

3. Free up space

   • Low storage can cause crashes. Delete unused apps or media and try again.

4. Clear app cache (Android only)

   • Settings > Apps > Moments > Storage > Clear cache.

5. Reinstall the app

   • If the problem persists, uninstall Moments, reinstall from the store, and restore from backup if available.

6. Check for known third-party issues

   • Crash logs come from services like Firebase Crashlytics; ensure network access to allow crash-reporting uploads.

If nothing fixes it

• Collect these details to contact support:
  • Device model and OS version (for example: iPhone 12 with iOS 16.4),
  • Moments app version (from Settings > About),
  • A short description of when the crash happens (on launch, when opening a widget, when editing an event),
  • Any screenshots or a short screen recording.

What support will do

• Support may ask you to reproduce the crash and will check crash reports. In some cases an app update will be required to resolve the issue.