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Quick fixes. When something goes wrong

It happens to everyone. You can handle this.

Use this topic if you want or someone you support want:
  • Fix problems signing in, like forgotten passwords or codes.
  • Find missing emails or messages.
  • Manage settings that stop messages arriving, like notifications or spam filters.
  • Unblock a stuck app, slow device, or internet connection issue.

Tip

If you are helping someone else, stay calm and do one small check at a time.
Fixing one thing often fixes the rest.

Choose one box. You do not need to read the whole page.

If money or accounts are at risk

If someone is pressuring you for money, codes, or bank login, stop and get help.
Go to: Money at risk. Do this first

I cannot sign in

Try these checks in order.

  1. Check the basics

    • Are you typing the right email address, with @ and no spaces.
    • Check spelling.
    • Make sure Caps Lock is off.

  2. Try “Forgot password”

    • In Gmail, Facebook, or other services, choose Forgot password.
    • Follow the steps on screen.

  3. If a code is meant to arrive

    • Wait 2 minutes and try again.
    • Make sure your phone has signal or Wi-Fi.
    • Check you entered the right phone number or email.

  4. If you are locked out

    • Stop and try later. Too many attempts can temporarily lock you out.
    • Ask a trusted person to sit with you and help.
If the sign-in code is not arriving

Try these in order:

  • Check your phone has signal and is not in Airplane mode.
  • Restart your phone.
  • If the code comes by email, check your Spam folder.
  • If you changed phone number recently, you may need to update your account recovery settings later.

I am not receiving emails or replies

Try these checks in order.

  1. Check your internet

  2. Refresh your inbox

    • On a phone, pull down on the inbox list.
    • On a computer, refresh the browser page.

  3. Check your Spam folder

    • In Gmail, open the menu and look for Spam.
    • If a real email is there, open it and mark it as Not spam if you see that option.

  4. Search for the person

    • Use search in Gmail.
    • Type the person’s name or email address.
If your Inbox is empty
  • Make sure you are signed into the right account (some people have more than one email address).
  • Try searching for Inbox or All mail in Gmail.
  • If you are still unsure, ask a trusted person to check with you.
If you can send email but replies never come
  • Confirm you sent to the right address.
  • Ask the person to reply and also check their Spam folder.
  • Try sending a short email to another trusted person to test.

I am not receiving WhatsApp messages or calls

Start with the simplest checks.

  1. Check your internet

  2. Check notifications

  3. Open WhatsApp and wait

    • Sometimes messages arrive once the app is open.

  4. Restart your phone

    • This often fixes delayed messages and calls.
If calls do not ring, or you only see missed calls
  • Check your phone is not on silent or Do Not Disturb.
  • Check WhatsApp is allowed to use notifications.
  • Check Battery Saver / Low Power mode is not stopping apps running in the background.

My internet seems down

Try these steps in order.

  1. Check Wi-Fi

    • Is Wi-Fi turned on.
    • Are you connected to the correct network.

  2. Move closer to the router

    • Walls can weaken the signal.

  3. Turn Wi-Fi off and on again

    • Wait 10 seconds between.

  4. Restart the router

    • Unplug it, wait 30 seconds, then plug it back in.
    • Wait 2 to 3 minutes for it to reconnect.

  5. If you use mobile data

    • Make sure mobile data is on.
    • Check you have signal.
If only one app is not working

If only one app is not working, your internet may be fine.

Go to: My app is stuck or frozen

My app is stuck or frozen

Try these quick fixes.

  1. Close the app

    • On a phone, open recent apps and swipe it away.
    • On a computer, close the browser tab or window.

  2. Reopen the app

    • Give it 10 seconds to load.

  3. Restart your device

    • This solves many “nothing works” moments.

  4. If it keeps happening

    • Make sure your device has space. If storage is full, apps can misbehave.
    • If you are comfortable, update the app from the app store.

My notifications are not working

Try these checks in order.

  1. Check volume and silent mode

    • Make sure volume is up.
    • Check the phone is not on silent.

  2. Check Do Not Disturb

    • If Do Not Disturb is on, notifications may be hidden.

  3. Check Battery Saver / Low Power mode

    • If Battery Saver is on, notifications may be delayed.

  4. Check app notifications

    • On your phone, go to Settings, then Notifications.
    • Make sure notifications are allowed for Gmail, WhatsApp, or Facebook.

  5. Check inside the app

    • WhatsApp and other apps also have their own notification settings.

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