# Not able to access the app **URL:** \ **Category:** Help\ **Created:** [29 May 2023 10:39 UTC](https://community.jupiter.money/t/not-able-to-access-the-app/47087 "2023-05-29T10:39:10Z")\ **Posts on this page:** 20\ **Page:** 1
**Author:** ![Sridip\_Dutta](https://sea2.discourse-cdn.com/flex020/user_avatar/community.jupiter.money/sridip_dutta/32/16885_2.png) [@Sridip\_Dutta](https://community.jupiter.money/u/Sridip_Dutta)\ **Post date:** [29 May 2023 10:39 UTC](https://community.jupiter.money/t/not-able-to-access-the-app/47087/1 "2023-05-29T10:39:10Z")
Today i tried multiple times to open the application but not able to do so. Its only showing the jupiter splash screen, its not even showing up the pin/biometric login options. Please help/confirm is it a problem from my end or yours asap. Mailed to support also regarding this ---
**Author:** ![yagnesh01](https://sea2.discourse-cdn.com/flex020/user_avatar/community.jupiter.money/yagnesh01/32/14597_2.png) [@yagnesh01](https://community.jupiter.money/u/yagnesh01)\ **Post date:** [29 May 2023 10:46 UTC](https://community.jupiter.money/t/not-able-to-access-the-app/47087/2 "2023-05-29T10:46:50Z")
@Sridip_Dutta this seems to be a user specific issue. The fact that you have reported this to the support channel, means this will get tracked to closure. Please check if there is a pending app update. If yes, please update the app. Also, if you are an android user, try clearing the app cache. ---
**Author:** ![Sridip\_Dutta](https://sea2.discourse-cdn.com/flex020/user_avatar/community.jupiter.money/sridip_dutta/32/16885_2.png) [@Sridip\_Dutta](https://community.jupiter.money/u/Sridip_Dutta)\ **Post date:** [29 May 2023 10:52 UTC](https://community.jupiter.money/t/not-able-to-access-the-app/47087/3 "2023-05-29T10:52:11Z")
the app is upto date ---
**Author:** ![razack](https://sea2.discourse-cdn.com/flex020/user_avatar/community.jupiter.money/razack/32/23790_2.png) [@razack](https://community.jupiter.money/u/razack)\ **Post date:** [29 May 2023 11:05 UTC](https://community.jupiter.money/t/not-able-to-access-the-app/47087/4 "2023-05-29T11:05:52Z")
Hai @Sridip_Dutta Welcome to the community. Did you clear the app cache/ data? I suggest you to do it and retry. and please update the status here đź‘Ť Also, please confirm whether other apps are working smoothly or not. ---
**Author:** ![Sridip\_Dutta](https://sea2.discourse-cdn.com/flex020/user_avatar/community.jupiter.money/sridip_dutta/32/16885_2.png) [@Sridip\_Dutta](https://community.jupiter.money/u/Sridip_Dutta)\ **Post date:** [29 May 2023 11:14 UTC](https://community.jupiter.money/t/not-able-to-access-the-app/47087/5 "2023-05-29T11:14:49Z")
yes other apps are working, tried with clear cache still the same issue, but should I try clear data as it will remove all the data related to the app so might need to re login again? ---
**Author:** ![razack](https://sea2.discourse-cdn.com/flex020/user_avatar/community.jupiter.money/razack/32/23790_2.png) [@razack](https://community.jupiter.money/u/razack)\ **Post date:** [29 May 2023 11:17 UTC](https://community.jupiter.money/t/not-able-to-access-the-app/47087/6 "2023-05-29T11:17:08Z")
Yes, You need to log in again when you go with the clear data option. Another solution is uninstalling and re-installing the app, which too needs to enter login details. Is there any issue with your mobile number? If not, you can proceed with that option. ---
**Author:** ![Sridip\_Dutta](https://sea2.discourse-cdn.com/flex020/user_avatar/community.jupiter.money/sridip_dutta/32/16885_2.png) [@Sridip\_Dutta](https://community.jupiter.money/u/Sridip_Dutta)\ **Post date:** [29 May 2023 11:18 UTC](https://community.jupiter.money/t/not-able-to-access-the-app/47087/7 "2023-05-29T11:18:22Z")
no issue with phn, let me try this ---
**Author:** ![Sridip\_Dutta](https://sea2.discourse-cdn.com/flex020/user_avatar/community.jupiter.money/sridip_dutta/32/16885_2.png) [@Sridip\_Dutta](https://community.jupiter.money/u/Sridip_Dutta)\ **Post date:** [29 May 2023 11:19 UTC](https://community.jupiter.money/t/not-able-to-access-the-app/47087/8 "2023-05-29T11:19:35Z")
tried clearing data, its still showing the same screen ---
**Author:** ![razack](https://sea2.discourse-cdn.com/flex020/user_avatar/community.jupiter.money/razack/32/23790_2.png) [@razack](https://community.jupiter.money/u/razack)\ **Post date:** [29 May 2023 11:21 UTC](https://community.jupiter.money/t/not-able-to-access-the-app/47087/9 "2023-05-29T11:21:16Z")
Ok. Then I please request take the image ( recording is better) of the issue and share with Shawn via DM or here in community. Also, suggest to do the same via email to support@jupiter.money. Btw, which handset are you using? ---
**Author:** ![Sridip\_Dutta](https://sea2.discourse-cdn.com/flex020/user_avatar/community.jupiter.money/sridip_dutta/32/16885_2.png) [@Sridip\_Dutta](https://community.jupiter.money/u/Sridip_Dutta)\ **Post date:** [29 May 2023 11:21 UTC](https://community.jupiter.money/t/not-able-to-access-the-app/47087/10 "2023-05-29T11:21:52Z")
sure, using samsung f23, it was working fine till yesterday ---
**Author:** ![yagnesh01](https://sea2.discourse-cdn.com/flex020/user_avatar/community.jupiter.money/yagnesh01/32/14597_2.png) [@yagnesh01](https://community.jupiter.money/u/yagnesh01)\ **Post date:** [29 May 2023 11:23 UTC](https://community.jupiter.money/t/not-able-to-access-the-app/47087/11 "2023-05-29T11:23:04Z")
Such issues do come up. Record a video so that the root cause of the issue can be traced and share with the support team. This will ensure your issue is tracked to closure. ---
**Author:** ![Sridip\_Dutta](https://sea2.discourse-cdn.com/flex020/user_avatar/community.jupiter.money/sridip_dutta/32/16885_2.png) [@Sridip\_Dutta](https://community.jupiter.money/u/Sridip_Dutta)\ **Post date:** [29 May 2023 11:25 UTC](https://community.jupiter.money/t/not-able-to-access-the-app/47087/12 "2023-05-29T11:25:25Z")
yes, I recorded but the jupiter screen is showing blank(ig due to security reasons) ---
**Author:** ![razack](https://sea2.discourse-cdn.com/flex020/user_avatar/community.jupiter.money/razack/32/23790_2.png) [@razack](https://community.jupiter.money/u/razack)\ **Post date:** [29 May 2023 11:26 UTC](https://community.jupiter.money/t/not-able-to-access-the-app/47087/13 "2023-05-29T11:26:15Z")
Kindly capture the image or record by using another device. Since its Android, you cannot take screenshot or screen record it (such permission is restricted due to security reasons) ---
**Author:** ![Shawnpinto](https://sea2.discourse-cdn.com/flex020/user_avatar/community.jupiter.money/shawnpinto/32/7656_2.png) [@Shawnpinto](https://community.jupiter.money/u/Shawnpinto)\ **Post date:** [29 May 2023 11:31 UTC](https://community.jupiter.money/t/not-able-to-access-the-app/47087/14 "2023-05-29T11:31:38Z")
Yup. A video/recording can help further. @Sridip_Dutta you can share it with on DMs. I’ll have the team look at it to figure this out for you 🙂 ---
**Author:** ![Sridip\_Dutta](https://sea2.discourse-cdn.com/flex020/user_avatar/community.jupiter.money/sridip_dutta/32/16885_2.png) [@Sridip\_Dutta](https://community.jupiter.money/u/Sridip_Dutta)\ **Post date:** [29 May 2023 11:35 UTC](https://community.jupiter.money/t/not-able-to-access-the-app/47087/15 "2023-05-29T11:35:42Z")
tried uploading the video in your DM but not able to. I have send the video to the support mail ---
**Author:** ![razack](https://sea2.discourse-cdn.com/flex020/user_avatar/community.jupiter.money/razack/32/23790_2.png) [@razack](https://community.jupiter.money/u/razack)\ **Post date:** [29 May 2023 11:37 UTC](https://community.jupiter.money/t/not-able-to-access-the-app/47087/16 "2023-05-29T11:37:05Z")
You can upload the recording to google drive and can send the link to Shawn đź‘Ť Hope that works ---
**Author:** ![Sridip\_Dutta](https://sea2.discourse-cdn.com/flex020/user_avatar/community.jupiter.money/sridip_dutta/32/16885_2.png) [@Sridip\_Dutta](https://community.jupiter.money/u/Sridip_Dutta)\ **Post date:** [29 May 2023 11:40 UTC](https://community.jupiter.money/t/not-able-to-access-the-app/47087/17 "2023-05-29T11:40:27Z")
sent to @Shawnpinto I tried installing in a diff samsung phone it worked, tried same in mine Samsung f23 uninstalled and re-installed the issue persists ---
**Author:** ![razack](https://sea2.discourse-cdn.com/flex020/user_avatar/community.jupiter.money/razack/32/23790_2.png) [@razack](https://community.jupiter.money/u/razack)\ **Post date:** [29 May 2023 11:42 UTC](https://community.jupiter.money/t/not-able-to-access-the-app/47087/18 "2023-05-29T11:42:49Z")
Nothing to worry bro. Our community manager, Shawn, will look into it and will assign to the concerned team. Hopefully the issue will be resolved soon 👍 👍 Don’t forget to update the status here once it gets solved. ---
**Author:** ![Sridip\_Dutta](https://sea2.discourse-cdn.com/flex020/user_avatar/community.jupiter.money/sridip_dutta/32/16885_2.png) [@Sridip\_Dutta](https://community.jupiter.money/u/Sridip_Dutta)\ **Post date:** [29 May 2023 11:45 UTC](https://community.jupiter.money/t/not-able-to-access-the-app/47087/19 "2023-05-29T11:45:01Z")
sure, though its urgent, but can’t do anything ---
**Author:** ![Shawnpinto](https://sea2.discourse-cdn.com/flex020/user_avatar/community.jupiter.money/shawnpinto/32/7656_2.png) [@Shawnpinto](https://community.jupiter.money/u/Shawnpinto)\ **Post date:** [29 May 2023 11:55 UTC](https://community.jupiter.money/t/not-able-to-access-the-app/47087/20 "2023-05-29T11:55:01Z")
@Sridip_Dutta Since you’ve mentioned that you’ve connected with the team through email, if there’s a ticket ID generated, you can let me know through DMs. :blob_thanks: [Next page](https://community.jupiter.money/t/not-able-to-access-the-app/47087.md?page=2)