App Not Loading or Crashing

If PrepSmart isn't loading or keeps crashing, try these steps in order. Most issues are fixable without contacting support.

Quick Fixes (Try These First)

1. Force close the app

• iOS: Swipe up from the bottom (or swipe from top-right) to open app switcher, find PrepSmart, and swipe up
• Android: Go to Settings > Apps > PrepSmart and tap Force Stop
• Wait 10 seconds, then reopen the app

2. Check your internet connection

• PrepSmart requires an internet connection to load recipes and sync your data
• Try switching between WiFi and mobile data to see if the issue is connection-specific
• Open a web browser and load a website (google.com) to confirm internet works

3. Check available storage

• If your phone is low on storage, the app may not function properly
• Go to Settings > Storage and check available space
• If less than 500 MB free, delete some photos/apps and try again

4. Make sure the app is fully updated

• iOS: Go to App Store > Updates, find PrepSmart, and tap Update
• Android: Go to Play Store > My apps & games, find PrepSmart, and tap Update
• Outdated versions have more bugs

Clear Cache and Data

Cached data can sometimes cause loading issues.

iOS:

1. Go to Settings > General > iPhone Storage
2. Find PrepSmart in the list
3. Tap it and choose Offload App (keeps your data) or Delete App (removes everything)
4. Restart your phone
5. Reinstall from App Store

Android:

1. Go to Settings > Apps > PrepSmart
2. Tap Storage > Clear Cache (keeps your data)
3. If that doesn't work, tap Clear Storage (removes everything)
4. Restart your phone
5. Reinstall from Play Store

Important: Clearing cache removes offline data but not your PrepSmart account. You can sign back in with your phone number, and your Recipe Box, Weekly Plan, and Food World will sync back once you're online.

Check for Known Issues

Before trying more drastic steps, check if there's a known issue:

1. Go to Settings > Help > Known Issues in the app
2. Visit our help site at help.prepsmart.com
3. Check recent posts to see if others are experiencing the same problem

If there's a known issue, we're usually already working on a fix. Updates roll out weekly on Tuesday mornings.

Update Your Operating System

PrepSmart requires a minimum iOS or Android version. If your phone is outdated:

iOS:

1. Go to Settings > General > Software Update
2. If an update is available, tap Download and Install
3. Restart your phone after updating

Android:

1. Go to Settings > System > System Update
2. Tap Check for Update
3. If available, install and restart

Note: Older phones may not support the latest OS. If your device can't update, you may need a newer phone.

Reinstall the App

If the above steps don't work, uninstall and reinstall:

1. Uninstall:

   • iOS: Tap and hold the app, select Remove > Delete App
   • Android: Go to Play Store, search PrepSmart, tap Uninstall

2. Restart your phone (important—this clears temporary files)

3. Reinstall:

   • iOS: Go to App Store, search "PrepSmart," tap Install
   • Android: Go to Play Store, search "PrepSmart," tap Install

4. Sign back in:

   • Enter your phone number
   • We'll text you a one-time code (OTP)
   • Enter the code to get back in
   • Didn't get the code? Tap Resend

Your data is safe: All your Weekly Plans, saved recipes in your Recipe Box, and subscriptions are stored on our servers. Reinstalling doesn't delete anything.

Sign-In and Code Issues

PrepSmart is password-free. To sign in, you enter your phone number, we text you a one-time code (OTP), and you enter that code—there's no password to remember or reset.

Code isn't arriving:

• Double-check the phone number you entered, including the country code
• Tap Resend to request a new code
• Confirm you have cell signal or a working data connection to receive the text
• Wait a moment—texts can take up to a minute to arrive
• If you switched phones or numbers, sign in with the number on your account

"Building Your Food World" Won't Finish

When you first sign in or set up your account, PrepSmart shows a "Building your Food World" loader while it assembles your personalized, diet-filtered universe of recipes and creators. If it seems stuck:

• Wait a few seconds—this step does a bit of work the first time
• Check your internet connection (WiFi or mobile data)
• Force close the app and reopen it, then sign back in with your phone number and code
• If it still hangs, clear the app cache (see above) and try once more

Check Your Account Status

If the app loads but won't let you use it:

1. Make sure you're signed in with the correct phone number
2. Go to Settings > Account and confirm your account status
3. If you see "Account suspended" or similar, contact support

Network and Firewall Issues

If you're on a school or work network, the network might be blocking PrepSmart:

Try:

• Connect to a personal WiFi network (like your home internet)
• Switch to mobile data (LTE/4G/5G)
• Contact your network administrator if the app is blocked on your network

Specific Error Messages

"Failed to Load Recipes":

• Check your internet connection
• Force close the app and reopen
• Make sure you're signed in
• Clear cache (see above)

"Sync Error":

• This usually means your connection dropped while syncing
• Check your internet connection
• Force close and reopen the app

"Session Expired":

• You've been signed out (usually after a long period of inactivity)
• Go to Sign In, enter your phone number, and tap to receive a one-time code (OTP)
• Enter the code to get back in—tap Resend if it doesn't arrive

"Payment Failed":

• See our pricing and payment help article
• Update your payment method in Settings > Account

Still Not Working?

If you've tried all these steps and the app still isn't working:

1. Gather information:

   • Your device type (iPhone 12, Samsung Galaxy S21, etc.)
   • Your operating system version (iOS 15.2, Android 12, etc.)
   • What you see when the app crashes (exact error message or blank screen)
   • Whether you're on WiFi or mobile data
   • When the problem started

2. Contact support:

   • Tap Settings > Help > Contact Support
   • Or email support@prepsmart.com with the information above
   • Respond to any follow-up questions—we're here to help

Prevention Tips

To avoid future issues:

• Keep your app updated
• Keep your phone's OS updated
• Maintain at least 1 GB of free storage
• Restart your phone once a week
• Clear the app cache monthly (doesn't delete your data)

Questions?

See other troubleshooting articles or contact support if you need more help.