Zero Isn't Working as it Should: Android 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:

Is your Zero app version out of date?

1. Open the Google Play Store app 

2. At the top right, tap the profile icon

3. Tap Manage apps & device. Apps with an update available are labeled "Update available" You can also search for 'Zero'

4. Tap Update.

There may be too much data stored in your device's cache.

• A cache is a special storage space for temporary files that makes a device, browser, or app run faster and more efficiently (see below for troubleshooting steps).

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, 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 
• 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 deleting and 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 on the Sign In screen are:
  • Email & Password
  • 'Continue with Google'
  • 'Continue with Facebook'
    
    

Android Device Troubleshooting Steps

1. Logout and uninstall the Zero app (your data and profile are saved in the cloud)
   • Open the Google Play Store app 
   • Tap Menu   My apps & games
   • Tap on the app or game
   • Tap Uninstall
     
     
2. Restart your device
   
   
3. Reinstall and log back in (be sure to log in using your original login method)
   • On your Android phone or tablet, open Google Play Store .
   • On the right, tap the profile icon.
   • Tap Manage apps & device  Manage.
   • Select the apps you want to install or turn on.
   • Tap Install or Enable.
   • 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.