---
title: "First things to try when something is not working"
description: "Six quick checks that fix most problems with the Murudo app or Murudo Web, in the order to try them."
url: https://help.murudo.co/troubleshooting/basic-troubleshooting/
section: "Troubleshooting"
applies_to: "Android app, Murudo Web"
updated: 2026-10-13
---

# First things to try when something is not working

Six quick checks that fix most problems with the Murudo app or Murudo Web, in the order to try them.

Most problems clear with one of the six steps below. Try them in order and stop when Murudo works again. None of them deletes your account, your matches or your chats.

## 1. Check your connection

Look for a **No internet connection** banner at the top of the app. Open any web page to see whether your connection works at all. Then switch between Wi-Fi and mobile data, or turn aeroplane mode on and off. See [Using Murudo on a slow or lost connection](https://help.murudo.co/troubleshooting/no-internet-or-slow-connection/).

## 2. Pull down to refresh

On **Daily**, **For You**, **Meets**, **Likes** and **Matches**, drag the screen down and let go. Murudo loads the newest information.

## 3. Close Murudo fully and open it again

Open your phone's recent apps, swipe Murudo away, then open it again. On Murudo Web, close the tab or the Home Screen app and open it again.

## 4. Restart your phone

Turn the phone off and on. This clears most freezes and camera problems.

## 5. Update Murudo

A fix may already be out. See [Update Murudo to the latest version](https://help.murudo.co/troubleshooting/update-murudo/).

## 6. Log out and log in again

Open **Profile**, **Settings**, then tap **Log out**, and log in the same way you signed up. Before you do, make sure you know your sign-in details. For a username account that means your password, or your saved recovery contact and phrase.

## If it still does not work

- **Clear the cache.** In your phone's **Settings**, tap **Apps**, **Murudo**, **Storage**, then **Clear cache**. Do not tap **Clear storage** or **Clear data** unless you are ready to log in again: that signs you out and resets what the app keeps on your phone.
- **Reinstall.** See [Reinstall Murudo without losing your account](https://help.murudo.co/troubleshooting/reinstall-without-losing-your-account/).
- **Tell support.** Say what you did, what you saw, your phone model and your version. See [Contact Murudo support](https://help.murudo.co/settings/contact-support/).

## Go straight to your problem

- [I cannot log in](https://help.murudo.co/troubleshooting/cant-log-in/)
- [Murudo will not open, freezes or is slow](https://help.murudo.co/troubleshooting/app-wont-open-or-is-slow/)
- [My photos will not upload](https://help.murudo.co/troubleshooting/photos-wont-upload/)
- [I am not getting notifications](https://help.murudo.co/troubleshooting/not-getting-notifications/)
- [My messages are not sending](https://help.murudo.co/matches-and-chat/messages-not-sending/)
- [My payment is not going through](https://help.murudo.co/premium-and-payments/payment-not-going-through/)
- [Murudo Web is not loading or looks wrong](https://help.murudo.co/murudo-web/murudo-web-not-loading/)