Zero Isn't Working as it Should: iOS Device Troubleshooting

Why isn't Zero working correctly?

Occasionally, any app may stop functioning as expected. This can be due to a few different things, including:

Your Zero app version is out of date

• Open the 'App Store' app
• Tap your profile picture at the top of the screen
• Scroll to see pending updates and release notes
• Tap 'Update' next to an app to update only that app, or tap 'Update All' if you want to update all of your apps

Are you using a VPN, firewall, DNS app, or ad-blocker on your device or network?

• These can compromise the integrity of downloaded Zero version updates. If you're having trouble with the app after updating to a new version, try disabling these, then reinstalling (see troubleshooting steps below). Once you're finished, you can re-enable them.

Is it a bug?

Although we try our best to minimize these, you may have found a bug that is causing unexpected behavior. If that is the case, please let us know! Please include the following to aid our team with investigation:

• A description of the issue
• Your device make, model, and operating system (iOS)
• The version of Zero you're on (you can find this by tapping 'Me', then tap the settings wheel icon in the upper right corner. The app version will be displayed at the bottom of the screen). 
• If you'd like, you can also include a screenshot or screen video

About General Device Troubleshooting

The following troubleshooting steps are good to perform periodically, will ensure you're using the latest version of Zero, and can often alleviate app performance issues. When you contact support, we'll likely ask that you perform this as a first step if you're having app issues.

Some important things to note prior to reinstalling Zero:

• Your data and profile are saved in the cloud, so deleting the app and reinstalling poses no chance of data loss. Any ongoing fasts will continue as normal during this process.
  
  
• Be sure to use the same login method that you originally used to set up your account. The options are:
  • Email & Password
  • 'Sign in with Apple'
  • 'Continue with Google'
  • 'Continue with Facebook'

iOS Device Troubleshooting Steps

1. 1. Logout and uninstall the Zero app (your data and profile are saved in the cloud)

      • Long hold on the Zero app until it jiggles
      • Tap the 'X' that appears in the corner of the app icon
      • Confirm deletion warning
        
        

   2. Restart your device
      
      

   3. Reinstall and log back in (be sure to log in using your original login method)

      • Open the 'App Store' app
      • Search for 'Zero'
      • Tap the cloud with down arrow icon
      • Log back into Zero

Note: If you log back in but your data is missing, it just means you used a different login method. If you can't remember which login method is associated with your account, please contact our support team so we can help get you back on track - just tap 'Me' ➝ tap the settings wheel icon in the upper right corner ➝ tap 'Help Center & Support'.