App Issues

Targeted troubleshooting for client-side issues across iOS, Android, web, and H5.

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App crashes on startup. Work through this checklist:

• Clear cache from your device settings (iOS Settings → Alphio → Offload / Android Settings → Apps → Alphio → Storage → Clear cache).
• Reinstall the app if clearing cache doesn't help.
• Check OS version — supported versions are iOS 15+, Android 8+.
• Check device storage — extremely low storage can cause crashes; free up some space.
• Collect a crash log and submit via Settings → /account/feedback so engineering can correlate the crash with build telemetry.

If a specific action consistently triggers the crash, note the steps in your report — reproducible crashes are far easier to fix than intermittent ones.

Web app shows blank screen. Blank screens are usually a stale-asset or cache issue:

1. Hard refresh — Ctrl+Shift+R (Windows / Linux) or Cmd+Shift+R (macOS).
2. Clear site data for alphio.ai in browser settings.
3. Try incognito / private mode to bypass extensions and cached cookies.
4. Disable ad-block / privacy extensions on alphio.ai — they sometimes break app shells.
5. Try a different browser to isolate browser-specific bugs.

If the issue persists across browsers, file a report via /account/feedback with the browser, OS, and approximate timestamp.

Push notifications not arriving. Push depends on several layers — check each:

• Channel toggles at /account/notifications-settings — confirm the relevant category (AI_TRADE / AI_ALERT / AI_TASK / NEWSWIRE / PROMO) is enabled.
• OS-level push permission — iOS Settings → Alphio → Notifications / Android Settings → Apps → Alphio → Notifications must be granted.
• Do Not Disturb / Focus modes — these silently suppress pushes; check your device's DND state.
• Telegram bind status — for Telegram-routed alerts, confirm the bind at /get-started/connect-telegram is healthy.
• Battery optimization (Android) — aggressive battery savers can kill background notification listeners. Whitelist Alphio.

If all of the above check out and pushes still don't arrive, file a report with the last time you successfully received one and the device model / OS.

Slow performance / lag. Performance issues are usually narrow:

• Heavy chart or chat history — long sessions with many charts / messages can slow the page. Refresh to reset state.
• Background tabs — many open Alphio tabs share state; close extras.
• Mobile RAM pressure — close other heavy apps; reboot the device if needed.
• Network — slow / lossy network causes loading delays that look like lag. Test on a different network.

If a specific surface is consistently slow on a healthy device + network, file a report including the surface, device, OS, and a description of what feels slow.

Can't update via App Store / Play Store. Update failures are usually store-side:

• App Store / Play Store cache — sign out and back in to the store, or clear its cache (Android: Settings → Apps → Play Store → Storage → Clear cache).
• Country / region — Alphio may not be available in every store region; if you changed regions, your store entitlement may not match.
• Old OS version — newer Alphio builds require newer OS versions. Update the OS first.
• Storage / network — large updates need both. Free up space and use Wi-Fi.

If the store shows the update available but it won't install after multiple retries, the next-best path is uninstall + reinstall (you'll need to log in again afterwards). Your account state lives server-side, so reinstall doesn't lose data.

H5 hot update didn't apply. The H5 client hot-updates within ~5 minutes of a new release, but the update needs an opportunity to load:

• Pull-to-refresh forces a fresh asset fetch immediately.
• Close and re-open the H5 page if pull-to-refresh isn't available on the surface.
• Clear the H5's cache in the host app's settings if the host app exposes that option.

If you're confident a new release shipped (release notes published, others see new features) but you still see the old UI after multiple refreshes, file a report with the H5 host (which app / which channel) and a screenshot of the version label on the page.