We're sorry you're having trouble with the ZOE app. Most technical issues can be fixed by following the steps below.
1. Check your internet connection
Make sure you're connected to a stable Wi-Fi or mobile data connection. If you're using mobile data, try switching to Wi-Fi, or vice versa.
2. Log out and back in
Sometimes simply logging out and logging back in to your ZOE account can resolve the issue.
Open the ZOE app and go to You.
Scroll down and tap Log out.
Log back in using the email address connected to your ZOE account.
3. Fully close and reopen the app
Close the ZOE app completely so it is not running in the background, then reopen it.
On iPhone: swipe up from the bottom of your screen, or double-click the home button on older models, then swipe the ZOE app away.
On Android: open your recent apps screen, then swipe the ZOE app away or tap Close all.
4. Update the ZOE app
Check that you're using the latest version of the ZOE app.
On iPhone: open the App Store, search for ZOE, and tap Update if available.
On Android: open the Google Play Store, search for ZOE, and tap Update if available.
5. Update your phone software
Your phone's operating system also needs to be up to date.
On iPhone: go to Settings → General → Software Update.
On Android: go to Settings → Software update. This may vary slightly depending on your device.
If an update is available, install it, then reopen the ZOE app.
6. Restart your phone
Turn your phone off and on again, then open the ZOE app to see if the issue has been resolved.
7. Clear the app cache (Android only)
If you're on Android, clearing the app cache can fix display and loading issues without removing your account data.
Go to Settings on your phone.
Tap Apps (or Application Manager, depending on your device).
Find and tap ZOE.
Tap Storage, then Clear cache.
After clearing the cache, reopen the ZOE app and check if the issue is resolved.
8. Try deleting and reinstalling the app
If the steps above haven't worked, deleting and reinstalling the app can often help.
Your ZOE account information is linked to your login, so you should not lose your account or any data by reinstalling the app. After reinstalling, log back in using the email address connected to your ZOE account.
9. Check your device compatibility
The ZOE app is designed for use on smartphones. It is not optimised for tablets such as iPads, so some features may not work as expected on these devices.
If you're using an older phone or operating system, you may need to update your device software before you can use the latest version of the app.
Still having trouble?
If you've tried the steps above and the issue is still happening, please contact our Support team via the app or email at [email protected] and include as much detail as possible. This helps us investigate more quickly.
Please include:
What you were trying to do when the issue happened
How often the issue occurs — does it happen every time you try, or only occasionally?
The exact error message you saw, if any
A screenshot or screen recording, if possible
Your phone make and model
Your phone software version
Your ZOE app version
You can find your app version in the ZOE app by going to You and checking the version number at the bottom of the screen.
Once we have this information, we'll take a closer look and help you get back on track.