Is the Polarsteps app crashing, freezing or not opening? Or are photos, steps or trips not loading? Start with the quick fixes below; they solve most of these problems within a few minutes. Then check the section that matches your problem.

Quick fixes that solve most problems

Try these in order and check after each step whether the problem is gone.

1. Update the app. Install the latest version of Polarsteps from the App Store or Google Play. Many issues are already fixed in newer versions.
2. Close and reopen the app. Swipe Polarsteps away from your recent apps, then open it again.
3. Restart your phone. Turn your device off and on again.
4. Check your internet connection. Switch to a fast, stable WiFi or 4G connection. Slow or public WiFi often causes loading and syncing to stall.
5. Sync your data. Open the settings (the gear icon in the top-right corner of the main screen) and tap Sync now. A bar at the bottom of the screen shows the progress:
   • Synchronization successful: everything is uploaded and up to date.
   • Synchronization failed or incomplete: your connection is too slow or unstable. Try again on a faster connection.
6. Use one device at a time. Signed in to the same account on more than one phone or tablet? Log out on all devices, log back in on the device you use most, and continue there. Can I use the app on multiple devices?

On iPhone, Polarsteps only syncs while the app is open and your screen is unlocked. Keep the app open while it syncs.

The app crashes, freezes or won't open

1. Go through the quick fixes above, especially updating the app and restarting your phone.
2. Make sure your phone has enough free storage. A full phone can make apps crash or freeze.
3. Update your phone's operating system if an update is available.
4. Does it keep happening on the same screen or after the same action, for example opening a specific trip or adding photos? Note down the steps. This helps our team reproduce and fix it.

Please don't delete or reinstall the app before you've synced. Photos and steps that haven't been uploaded yet are stored only on your phone, and you could lose them. Tap Sync now and wait for 'Synchronization successful' first.

Photos, steps or trips won't load

Grey squares, blurry photos, or a trip or step that keeps loading usually means your data hasn't finished syncing.

• Open the settings and check High-resolution photo upload. If it isn't complete, tap Sync now on a fast, stable WiFi connection and keep the app open until it's done.
• On iPhone, the app only syncs while it's open on screen and your phone is unlocked.
• Using more than one device? Make sure the upload is complete on each of them.
• Content shows on your phone but not for your followers or on another device? See My followers don't see my latest updates.

Still not working?

Sorry about that. Send us a message through support.polarsteps.com/contact and include:

• What's going wrong and where in the app (for example: 'the iOS app freezes when I open a step')
• What you've already tried from this article
• Your phone model and operating system (for example: iPhone 15, iOS 18)
• Your Polarsteps app version
• A screenshot or screen recording, if you can

With these details, our team can look into it right away.