> ## Documentation Index
> Fetch the complete documentation index at: https://help.palsplan.app/llms.txt
> Use this file to discover all available pages before exploring further.

# Common issues

> Quick fixes for frequently reported problems

Most issues on Pals Club can be resolved with a few quick steps. Browse the list below to find your problem and try the suggested fixes before reaching out to support.

<AccordionGroup>
  <Accordion title="Cannot log in">
    1. Double-check that you are using the correct email address and password. Passwords are case-sensitive.
    2. Tap **Forgot password** on the login screen and follow the reset instructions sent to your registered email.
    3. If you use social login (Google, Apple, etc.), make sure you are selecting the same provider you originally signed up with.
    4. Clear your browser cookies or app cache and try again.
  </Accordion>

  <Accordion title="App crashes or freezes">
    1. Force-close the Pals Club app and reopen it.
    2. Make sure you are running the latest version of the app — check the App Store or Google Play for updates.
    3. Restart your device to free up memory.
    4. If the issue persists, uninstall and reinstall the app.
  </Accordion>

  <Accordion title="Notifications not working">
    1. Open your device settings and confirm that notifications are enabled for Pals Club.
    2. Inside the app, go to **Settings → Notifications** and verify your preferences.
    3. Check that Do Not Disturb or Focus mode is not active on your device.
  </Accordion>

  <Accordion title="Content not loading or showing errors">
    1. Check your internet connection — try loading another website or app to confirm connectivity.
    2. Pull down to refresh the feed or navigate away and back to the page.
    3. Clear the app cache in **Settings → Storage → Clear cache**.
    4. If you see a specific error code, note it down and search for it in our [playbook](/troubleshooting/playbook).
  </Accordion>

  <Accordion title="Payment failed or subscription issue">
    1. Verify that your payment method on file is valid and has not expired.
    2. Check with your bank or card issuer to ensure the transaction was not blocked.
    3. Go to **Settings → Subscription** to review your current plan status and retry the payment.
  </Accordion>

  <Accordion title="Profile changes not saving">
    1. Make sure you tap **Save** after editing your profile — changes are not saved automatically.
    2. Check that your profile photo meets the size and format requirements (JPEG or PNG, under 5 MB).
    3. Log out and log back in, then try making the changes again.
  </Accordion>

  <Accordion title="Messages not sending">
    1. Confirm you have a stable internet connection.
    2. Check whether the recipient has blocked you or deactivated their account.

    3) If the message contains media, ensure the file is under the size limit (25 MB).
    4) Force-close the app and reopen it, then resend the message.
  </Accordion>

  <Accordion title="Search not returning results">
    1. Verify your spelling and try broader or alternative keywords.
    2. Check any active filters — remove them to widen your search.
    3. Make sure the app is up to date, as older versions may have search indexing issues.
  </Accordion>

  <Accordion title="Account locked or suspended">
    1. Look for an email from Pals Club explaining the reason for the lock or suspension.
    2. If you believe this was a mistake, submit an appeal through the link in that email or visit [Account recovery](/account-billing/account-recovery).
    3. Do not create a new account to circumvent a suspension — this may result in a permanent ban.
  </Accordion>

  <Accordion title="Slow performance">
    1. Close other apps running in the background to free up device resources.
    2. Switch from cellular data to Wi-Fi (or vice versa) to rule out network issues.
    3. Clear the Pals Club app cache in **Settings → Storage → Clear cache**.
    4. If the problem is limited to specific pages, report it so our team can investigate server-side causes.
  </Accordion>
</AccordionGroup>

<Warning>
  If none of the steps above resolve your issue, collect a **diagnostics bundle** before contacting support. This helps our team investigate faster. See [Collecting diagnostics](/troubleshooting/diagnostics) for instructions.
</Warning>

## Related resources

<CardGroup cols={2}>
  <Card title="Troubleshooting playbook" icon="map" href="/troubleshooting/playbook">
    Walk through a guided decision tree to pinpoint your issue.
  </Card>

  <Card title="Collecting diagnostics" icon="stethoscope" href="/troubleshooting/diagnostics">
    Learn what logs and screenshots to gather before reaching out.
  </Card>

  <Card title="Contact support" icon="headset" href="/contact-support/contact">
    Get in touch with the Pals Club support team directly.
  </Card>

  <Card title="Account recovery" icon="user-lock" href="/account-billing/account-recovery">
    Regain access to a locked or compromised account.
  </Card>
</CardGroup>