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Most problems with Nonna can be resolved in a few quick steps. Work through the relevant section below to get things working again.
If you’ve tried the steps on this page and the problem persists, visit the contact page to reach the Nonna support team.
If tapping a contact’s photo doesn’t start a call, work through these steps:
1

Check your internet connection

Make sure your phone is connected to Wi-Fi or has a mobile data signal. Open a website or another app to confirm your connection is working.
2

Check camera and microphone permissions

Nonna needs access to your camera and microphone to make calls. On your phone, go to Settings > Apps > Nonna > Permissions and make sure both Camera and Microphone are allowed.
3

Restart the app

Close Nonna completely by swiping it away from your recent apps list, then open it again. Try starting the call once more.
4

Restart your phone

If the issue continues, restart your phone and try again.
Poor video quality is almost always caused by a slow or unstable internet connection.
1

Move closer to your Wi-Fi router

The further you are from your router, the weaker your signal. Try moving to the same room as the router.
2

Check your internet speed

Open a browser and load a website to confirm your connection is stable. If pages load slowly, your connection may be too weak for video.
3

Reduce background usage

Streaming, downloads, or other apps using your internet can affect call quality. Pause anything else running in the background.
4

Switch to Wi-Fi

If you’re on mobile data, connecting to Wi-Fi usually gives a more stable signal for video calls.
Nonna is designed to work on slower connections, but a strong Wi-Fi signal gives the best experience.
If the person you’re calling can see you but can’t hear you, your microphone may be blocked or muted.
1

Check that you're not muted

During a call, look for the microphone icon on screen. If it shows a line through it, tap it to unmute yourself.
2

Check microphone permissions

Go to Settings > Apps > Nonna > Permissions on your phone and confirm that Microphone access is set to Allow.
3

Check nothing is covering the microphone

Make sure your hand or phone case isn’t blocking the microphone, which is usually at the bottom of your phone.
4

Restart the app

Close Nonna completely, reopen it, and try the call again.
If Nonna closes unexpectedly or won’t open at all, try the following:
1

Force close and reopen the app

Swipe Nonna away from your recent apps to close it completely, then tap the Nonna icon to reopen it.
2

Check for app updates

Open the Google Play Store, search for Nonna, and tap Update if one is available. Keeping the app up to date prevents many common issues.
3

Restart your phone

Turn your phone off and on again, then open Nonna.
4

Reinstall the app

If the app still crashes, uninstall Nonna from your phone, then reinstall it from the Google Play Store. Your account and contacts will be restored when you log back in.
Reinstalling the app removes the app from your phone, but your account data is saved securely. You will not lose your contacts or subscription.
If you’re having trouble signing in, try these steps:
1

Check your email address or phone number

Make sure you’re entering the same email address or phone number you used when you created your account. Check for typos.
2

Request a new login link or code

On the login screen, tap Forgot? or Resend code to receive a new sign-in link or verification code.
3

Check your email spam folder

If you’re expecting a login email, check your spam or junk folder in case it was filtered.
4

Contact support

If you still can’t get in, contact the Nonna team with your email address or phone number and they will help you recover access.
If your phone doesn’t alert you when someone calls, notifications may be blocked.
1

Check notification permissions

Go to Settings > Apps > Nonna > Notifications and make sure notifications are turned on.
2

Check Do Not Disturb mode

If your phone is in Do Not Disturb mode, calls and alerts are silenced. Swipe down from the top of your screen and check whether Do Not Disturb is active — turn it off or add Nonna as an exception.
3

Check your phone's volume

Make sure your phone’s ringer volume is turned up so you can hear incoming call alerts.
4

Restart the app

Close Nonna fully and reopen it to refresh the notification connection.