App Crashes or Freezes - Troubleshooting

When Balance crashes, freezes, or runs slowly, it disrupts your budgeting workflow. This guide covers solutions for all platforms.

Quick Fixes (Try These First)

Universal Fixes (All Platforms)

1. Force close and reopen:

   • Completely close Balance
   • Wait 5 seconds
   • Reopen
   • Often resolves temporary glitches

2. Check for updates:

   • App Store (iOS) or Play Store (Android)
   • Or browser updates (web)
   • Install any available updates
   • Restart after updating

3. Restart device:

   • Power off completely
   • Wait 30 seconds
   • Power back on
   • Reopen Balance

4. Check internet connection:

   • Verify WiFi or cellular is connected
   • Try loading other apps/websites
   • Switch networks if available

iOS Troubleshooting

App Crashes on iPhone/iPad

Step 1: Force Close App

1. Swipe up from bottom (or double-click home button)
2. Find Balance in app switcher
3. Swipe up on Balance to close
4. Wait 5 seconds
5. Reopen from home screen

Step 2: Restart iPhone

1. Press and hold Side button + Volume button
2. Slide to power off
3. Wait 30 seconds
4. Press Side button to power on
5. Open Balance

Step 3: Update iOS

1. Settings → General → Software Update
2. Install any available updates
3. Restart after update
4. Test Balance

Step 4: Update Balance App

1. Open App Store
2. Tap your profile (top-right)
3. Scroll to Balance
4. Tap “Update” if available
5. Test after update

Step 5: Check Storage

1. Settings → General → iPhone Storage
2. If low (< 1GB free):
   • Delete unused apps
   • Delete photos/videos
   • Free up space
3. Restart iPhone
4. Try Balance again

Step 6: Reinstall App

1. Press and hold Balance icon
2. Tap “Remove App” → “Delete App”
3. Confirm deletion
4. Go to App Store
5. Download Balance fresh
6. Log back in
7. Your data is saved in cloud - nothing lost

App Freezes on iOS

If Balance becomes unresponsive:

1. Wait 30 seconds:

   • May resolve itself
   • Loading large data set
   • Network request pending

2. Force close:

   • Double-click home button (or swipe up)
   • Swipe up on Balance
   • Reopen

3. Check Background App Refresh:

   • Settings → General → Background App Refresh
   • Ensure Balance is enabled
   • Helps prevent freezes

4. Reset Network Settings:

   • Settings → General → Reset → Reset Network Settings
   • Will forget WiFi passwords (re-enter them)
   • Can fix connectivity-related freezes

iOS-Specific Issues

Black screen on launch:

• Wait 10 seconds (may be loading)
• Force close and reopen
• Reinstall app

Freezes on specific screen:

• Note which screen
• Try accessing different screen first
• Report to support with details

Crashes during sync:

• May have too many accounts
• Try disconnecting one account
• Test stability
• Reconnect if successful

Android Troubleshooting

App Crashes on Android

Step 1: Force Stop App

1. Settings → Apps → Balance (or “See all apps” → Balance)
2. Tap “Force stop”
3. Wait 5 seconds
4. Reopen Balance

Step 2: Clear App Cache

1. Settings → Apps → Balance
2. Storage → Clear Cache (NOT Clear Data)
3. Restart Balance
4. Test

Only if above doesn’t work: 5. Storage → Clear Data (clears preferences but not cloud data) 6. Reopen Balance 7. Log back in

Step 3: Restart Phone

1. Hold Power button
2. Tap “Restart” or “Reboot”
3. Wait for full restart
4. Open Balance

Step 4: Update Android OS

1. Settings → System → System Update
2. Install any available updates
3. Restart phone
4. Test Balance

Step 5: Update Balance App

1. Open Play Store
2. Tap profile (top-right)
3. Manage apps & device
4. Find Balance in updates
5. Update if available

Step 6: Check Storage

1. Settings → Storage
2. If low (< 1GB):
   • Delete unused apps
   • Clear other app caches
   • Delete files/photos
3. Restart phone
4. Try Balance

Step 7: Reinstall App

1. Settings → Apps → Balance
2. Uninstall
3. Go to Play Store
4. Install Balance fresh
5. Log back in
6. Data is saved in cloud

App Freezes on Android

If Balance stops responding:

1. Wait 30 seconds:

   • May recover on its own
   • Check loading indicator

2. Force stop:

   • Recent apps button
   • Swipe Balance away
   • Or Settings → Apps → Balance → Force stop

3. Check battery optimization:

   • Settings → Battery → Battery Optimization
   • Find Balance
   • Set to “Don’t optimize”
   • Prevents aggressive killing

4. Clear app cache:

   • Settings → Apps → Balance
   • Storage → Clear Cache
   • Restart app

Android-Specific Issues

App won’t open:

• Clear cache
• Restart phone
• Reinstall app

Freezes after update:

• Clear app cache
• Force stop
• Reopen
• May need day to stabilize

Crashes when connecting bank:

• May be memory issue
• Restart phone first
• Then try connecting
• Close other apps

Web Browser Troubleshooting

Balance Website Crashes/Freezes

Step 1: Hard Refresh

• Windows/Linux: Ctrl + Shift + R
• Mac: Cmd + Shift + R
• Forces fresh page load
• Clears cached files

Step 2: Clear Browser Cache

Chrome:

1. Settings → Privacy and Security
2. Clear browsing data
3. Select “Cached images and files”
4. Select “Cookies and other site data”
5. Time range: Last 24 hours (or All time)
6. Clear data
7. Restart browser
8. Return to Balance

Safari:

1. Safari → Settings → Privacy
2. Manage Website Data
3. Search for “balance”
4. Remove
5. Close Safari completely
6. Reopen and visit Balance

Firefox:

1. Settings → Privacy & Security
2. Cookies and Site Data → Clear Data
3. Select both options
4. Clear
5. Restart browser
6. Return to Balance

Edge:

1. Settings → Privacy → Clear browsing data
2. Choose what to clear
3. Select cached data and cookies
4. Clear now
5. Restart browser

Step 3: Try Incognito/Private Mode

1. Open incognito/private window
2. Go to Balance
3. Log in
4. Test functionality

If works in incognito:

• Problem is extension or cache
• Clear cache in normal mode
• Disable extensions

Step 4: Disable Browser Extensions

1. Disable all extensions temporarily
2. Try Balance
3. Re-enable one at a time to find culprit

Common problem extensions:

• Ad blockers
• Privacy extensions (Privacy Badger, Ghostery)
• Password managers (sometimes)
• Script blockers

Step 5: Update Browser

1. Check for browser updates
2. Install latest version
3. Restart browser
4. Test Balance

Step 6: Try Different Browser

• Download Chrome, Firefox, Safari, or Edge
• Test Balance in different browser
• Helps identify if browser-specific

Web-Specific Issues

Page won’t load:

• Check internet connection
• Try different network
• Clear DNS cache
• Restart router

Freezes during login:

• Clear cookies
• Try incognito mode
• Different browser
• Check password manager not interfering

Slow performance:

• Close other tabs
• Restart browser
• Clear cache
• Check RAM usage (Task Manager/Activity Monitor)
• Close memory-intensive apps

Blank white page:

• Hard refresh
• Clear cache
• JavaScript may be disabled (check settings)
• Try different browser

Performance Issues

App Running Slowly

Common causes and fixes:

1. Too many transactions loaded:

• Happens with long history
• Normal with 1000s of transactions
• Try viewing single month at a time
• Clear cached data (mobile)

2. Weak internet connection:

• Switch from cellular to WiFi
• Move closer to router
• Try different network
• Wait for better signal

3. Device storage full:

• Free up storage space
• Delete unused apps
• Clear photo library
• Restart device

4. Too many apps running:

• Close background apps
• Restart device
• Free up RAM
• Don’t run other heavy apps simultaneously

5. Outdated device:

• Update OS to latest
• May need newer device if very old
• Check minimum requirements

6. Large sync in progress:

• Wait for sync to complete
• Spinner may indicate ongoing sync
• Performance improves after

Improving Performance

Mobile:

• Keep app updated
• Restart app regularly
• Close and reopen daily
• Clear cache monthly
• Don’t leave app open for days

Web:

• Use modern browser
• Close unused tabs
• Clear cache periodically
• Disable unnecessary extensions
• Use fast internet connection

Error Messages and Crashes

“Something Went Wrong”

Generic error message:

1. Note what you were doing when it appeared
2. Try that action again
3. If repeats, try different approach
4. Restart app
5. Report to support if persistent

Crash During Specific Action

If crashes when you:

Connecting bank:

• May be that specific bank’s issue
• Try different bank first
• Try on different device
• Contact support with bank name

Categorizing transactions:

• May be specific transaction causing issue
• Try different transaction
• Skip problematic one temporarily
• Report to support with details

Viewing budget:

• May be data calculation issue
• Try refreshing budget
• Check for uncategorized transactions
• Restart app

Opening transaction details:

• That specific transaction may have corrupt data
• Try different transaction
• Note transaction details
• Report to support

Repeated Crashes

If app crashes multiple times:

1. Note the pattern:

   • When does it crash?
   • What were you doing?
   • Specific screen or action?

2. Basic fixes:

   • Update app
   • Restart device
   • Clear cache
   • Reinstall app

3. Contact support:

   • Describe crash pattern
   • Include device info
   • Screenshots if possible
   • Recent actions before crash

Platform-Specific Debug Steps

iOS Advanced Troubleshooting

Reset all settings (preserves data):

1. Settings → General → Transfer or Reset iPhone
2. Reset → Reset All Settings
3. Confirm
4. Phone restarts
5. Re-configure preferences
6. Test Balance

Check crash logs (advanced):

1. Settings → Privacy → Analytics & Improvements
2. Analytics Data
3. Look for Balance crash logs
4. Can send to support

Android Advanced Troubleshooting

Safe mode test:

1. Boot Android in safe mode (varies by manufacturer)
2. Test Balance in safe mode
3. If works: Third-party app causing issue
4. Restart normally, uninstall recently added apps

Developer options (advanced):

1. Settings → About Phone → Tap Build Number 7 times
2. Settings → System → Developer Options
3. Check “Don’t keep activities”
4. Test Balance
5. Disable if causes more issues

When to Contact Support

Contact support@balancebudget.app if:

• App crashes repeatedly (3+ times)
• Tried all troubleshooting steps
• Crashes during specific repeatable action
• Issue persists after reinstall
• Need technical assistance

Include in message:

• Device type and OS version
• Balance app version
• When crashes occur (specific actions)
• How often it crashes
• Steps you’ve tried
• Screenshots or screen recording (if possible)
• Error messages (exact wording)

Prevention Tips

Keep Balance Running Smoothly

✅ Do:

• Keep app updated to latest version
• Update device OS regularly
• Restart app every few days
• Keep adequate storage space (2+ GB free)
• Close app when not using for extended periods
• Report persistent issues

❌ Don’t:

• Let app run for weeks without closing
• Ignore update prompts
• Run with full storage
• Use outdated OS versions
• Ignore repeated crashes (report them!)

Next Steps

After resolving crashes/freezes:

• General Troubleshooting → - More fixes
• Contact Support - Get help
• Getting Started → - Back to basics
• FAQ → - Common questions

Your app should now be running smoothly! Happy budgeting! 🎉