The app is not working properly
What can I do if the app doesn't open, crashes, or does not work properly anymore? Several possible triggers can lead to the app not starting and running correctly.
Is your smartphone operating system up to date?
Please check if a more recent software version is available.
- iOS: Open iTunes on your PC or laptop. Click on "?" ⇒ "Check for Updates" and update/install existing updates. These can also be found on the device under "Settings" ⇒ "General" ⇒ "Software Update".
- Android: Update/install existing updates which can be found under "Settings" ⇒ "Device Information"/"(System)Updates".
After the update you should restart the device.
Is the app version up to date?
Please check if you have the latest version of the app installed.
Go to the App Store and search for the app. If an update is available, you should see "Update" under the app.
Operating System and App version are current
If the app does not work, even though the app version and operating system of your smartphone are up to date, you can submit a request to our support team.
Just tell us which app version you have installed, which smartphone you are using, and which operating system is installed on it.