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General availability

Who this is for: everyone Applies to: all

What this page covers

What to do when the app is slow or won't load for everyone at once, when the app says an update is required, and when your team's data disappears after being deactivated.

Common problems

The app is slow or won't load for everyone

Symptom: The app hangs on the loading screen, or everyone on the team sees errors or empty screens at the same time.

Likely cause: The app depends on its servers for fresh data. When those servers are having trouble, the app can't load for anyone — this is called an outage.

What to do:

  1. Retry later — a short wait often fixes it.
  2. Check that the problem isn't just your connection, by loading any other website or app.
  3. If it persists, tell your team admin, so other families know it's not their phone.
  4. There's nothing you can change on your phone to fix a service problem — the app recovers on its own.

A message says the app needs an update

Symptom: The app stops you with a message that your version is out of date.

Likely cause: Very old versions of the app can stop working with the current service, so the app asks you to update before continuing.

What to do:

  1. Update the app from your app store — the Apple App Store or Google Play — or use the latest web version.
  2. Reopen the app after the update finishes.

Your team's data has disappeared

Symptom: You sign in and a team is gone — or you can't see a team you used to belong to.

Likely cause: Your team, or your membership in it, was deactivated by a team admin. The app only shows you teams you're an active member of.

What to do: Contact your team admin. Only they can reactivate the team or restore your access.

Notes and limits

  • If the app won't load for you but works fine for teammates, it's most likely your connection or your account, not a service problem — start with the connection check above, then see Signing in and managing your account.
  • An outage is temporary; you don't need to reinstall the app.