Short answer
Most problems are fixed by checking your connection, updating the app, or signing in again. The app tells you which of these it thinks is wrong, so start with the message on the screen.
What the app's messages mean
- "couldn't reach us." Your phone could not reach nCommunity. Check your Wi-Fi or mobile data, then tap Try again or pull down on the screen.
- "that didn't load." Something went wrong on our side. Wait a moment and try again. You do not need to change anything.
- "sign in again." Your session has run out. Sign in with a new code and the screen will be there.
- "not switched on here." That part of nCommunity is not available yet. Your account and records are fine.
When a screen fails to load, the app says so rather than showing an empty list. A failed load does not change your settings or your plans.
Things to try first
- Check your connection, then pull down on the screen to refresh.
- Close the app fully and open it again.
- Update to the latest version of the app. Some screens tell you when a newer version is needed to show something.
- Restart your phone.
- If you are still stuck, sign out (You, Settings, Account, Sign out) and sign in again with a new code.
Supported phones
The iPhone app needs iOS 15 or later. Live Activities on the lock screen need iOS 16.2 or later.
Studio and the website
- Use an up-to-date web browser and reload the page.
- For Studio, go to https://studio.ncommunity.app. If a password reset link says it has run out, ask for a new one and open it in the same browser.
- If a page looks wrong after a cookie choice, you can change it with privacy & cookie settings at the bottom of the website's pages.
Tell us about a problem
In the app:
- Open the You tab, tap Settings, then Help and legal.
- Tap Contact support, then New case.
- Choose the kind of problem, add a short subject, and describe what happened, on which screen, and what you expected.
You will see replies and the outcome on the same screen. In Studio, select Help in the side menu. If you cannot sign in at all, contact us.
Please never send us your sign-in code, a password or a full card number.
Still need help?
Never send a password, a sign-in code or a full card number.
