If you’ve tried the steps on this page and the problem persists, visit the contact page to reach the Nonna support team.
Can't start a call
Can't start a call
If tapping a contact’s photo doesn’t start a call, work through these steps:
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.
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.
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.
Video is blurry or freezes
Video is blurry or freezes
Poor video quality is almost always caused by a slow or unstable internet connection.
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.
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.
Reduce background usage
Streaming, downloads, or other apps using your internet can affect call quality. Pause anything else running in the background.
The other person can't hear me
The other person can't hear me
If the person you’re calling can see you but can’t hear you, your microphone may be blocked or muted.
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.
Check microphone permissions
Go to Settings > Apps > Nonna > Permissions on your phone and confirm that Microphone access is set to Allow.
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.
App won't open or crashes
App won't open or crashes
If Nonna closes unexpectedly or won’t open at all, try the following:
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.
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.
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.
I can't log in to my account
I can't log in to my account
If you’re having trouble signing in, try these steps:
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.
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.
Check your email spam folder
If you’re expecting a login email, check your spam or junk folder in case it was filtered.
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.
I'm not receiving call notifications
I'm not receiving call notifications
If your phone doesn’t alert you when someone calls, notifications may be blocked.
Check notification permissions
Go to Settings > Apps > Nonna > Notifications and make sure notifications are turned on.
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.
Check your phone's volume
Make sure your phone’s ringer volume is turned up so you can hear incoming call alerts.