Step 1 — Identify the issue category
What type of issue are you experiencing? Select a category below to jump to the relevant section.Login & authentication
App performance
Content & data
Billing & payments
Connectivity
Login & authentication issues
1
Verify your credentials
Confirm you are entering the correct email and password. Try resetting your password via Forgot password on the login screen.
2
Check your login method
If you signed up with a social provider (Google, Apple, etc.), make sure you are tapping the same provider button — not the email/password form.
3
Review account status
If you see a message that your account is locked or suspended, check your email for a notice from Pals Club and follow the appeal process.
4
Clear session data
Clear your browser cookies or app cache, then attempt to log in again. On mobile, try uninstalling and reinstalling the app.
App performance issues
1
Update the app
Make sure you are running the latest version of Pals Club from the App Store or Google Play.
2
Restart the app and device
Force-close the app, then restart your device. This resolves most transient performance problems.
3
Free up resources
Close background apps and ensure your device has sufficient free storage (at least 500 MB recommended).
4
Test on another network
Switch between Wi-Fi and cellular data to determine whether the slowdown is network-related.
Content & data issues
1
Refresh the page or feed
Pull down to refresh on mobile, or press Ctrl+R / Cmd+R in your browser.
2
Check for outages
Visit the Pals Club status page to see if there is a known service disruption.
3
Clear cache
Go to Settings → Storage → Clear cache in the app, or clear your browser cache.
4
Try a different device or browser
If content loads on another device, the issue is likely local to your original device or browser.
Billing & payment issues
1
Verify your payment method
Go to Settings → Subscription → Payment method and confirm your card or payment account is valid and not expired.
2
Check with your bank
Some banks flag subscription payments as suspicious. Contact your bank to authorize the charge.
3
Review your subscription status
Under Settings → Subscription, check whether your plan is active, past due, or canceled.
4
Request a billing adjustment
If you were charged incorrectly, contact support with the transaction ID and date.
Connectivity issues
1
Test your internet connection
Open a different website or app to confirm your device is online.
2
Disable VPN or proxy
VPNs and proxies can interfere with real-time features like messaging and notifications. Temporarily disable them and retry.
3
Switch networks
Toggle between Wi-Fi and mobile data to identify whether the issue is tied to a specific network.
4
Reset network settings
On mobile, go to your device’s network settings and select Reset network settings. Note that this will remove saved Wi-Fi passwords.
Related resources
Common issues
Quick fixes for the most frequently reported problems.
Collecting diagnostics
What logs and screenshots to gather before contacting support.
Escalation process
Learn how to escalate an unresolved issue.
Contact support
Reach the Pals Club support team directly.