> ## Documentation Index
> Fetch the complete documentation index at: https://docs.nonna.digital/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot common Nonna problems step by step

> Step-by-step fixes for common Nonna problems including blurry video, failed calls, app crashes, login issues, and missing call notifications.

Most problems with Nonna can be resolved in a few quick steps. Work through the relevant section below to get things working again.

<Note>
  If you've tried the steps on this page and the problem persists, visit the [contact page](/contact) to reach the Nonna support team.
</Note>

<AccordionGroup>
  <Accordion title="Can't start a call">
    If tapping a contact's photo doesn't start a call, work through these steps:

    <Steps>
      <Step title="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.
      </Step>

      <Step title="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.
      </Step>

      <Step title="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.
      </Step>

      <Step title="Restart your phone">
        If the issue continues, restart your phone and try again.
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="Video is blurry or freezes">
    Poor video quality is almost always caused by a slow or unstable internet connection.

    <Steps>
      <Step title="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.
      </Step>

      <Step title="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.
      </Step>

      <Step title="Reduce background usage">
        Streaming, downloads, or other apps using your internet can affect call quality. Pause anything else running in the background.
      </Step>

      <Step title="Switch to Wi-Fi">
        If you're on mobile data, connecting to Wi-Fi usually gives a more stable signal for video calls.
      </Step>
    </Steps>

    <Tip>
      Nonna is designed to work on slower connections, but a strong Wi-Fi signal gives the best experience.
    </Tip>
  </Accordion>

  <Accordion title="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.

    <Steps>
      <Step title="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.
      </Step>

      <Step title="Check microphone permissions">
        Go to **Settings > Apps > Nonna > Permissions** on your phone and confirm that **Microphone** access is set to **Allow**.
      </Step>

      <Step title="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.
      </Step>

      <Step title="Restart the app">
        Close Nonna completely, reopen it, and try the call again.
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="App won't open or crashes">
    If Nonna closes unexpectedly or won't open at all, try the following:

    <Steps>
      <Step title="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.
      </Step>

      <Step title="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.
      </Step>

      <Step title="Restart your phone">
        Turn your phone off and on again, then open Nonna.
      </Step>

      <Step title="Reinstall the app">
        If the app still crashes, uninstall Nonna from your phone, then reinstall it from the [Google Play Store](https://play.google.com/store/apps/details?id=digital.nonna.app). Your account and contacts will be restored when you log back in.
      </Step>
    </Steps>

    <Warning>
      Reinstalling the app removes the app from your phone, but your account data is saved securely. You will not lose your contacts or subscription.
    </Warning>
  </Accordion>

  <Accordion title="I can't log in to my account">
    If you're having trouble signing in, try these steps:

    <Steps>
      <Step title="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.
      </Step>

      <Step title="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.
      </Step>

      <Step title="Check your email spam folder">
        If you're expecting a login email, check your spam or junk folder in case it was filtered.
      </Step>

      <Step title="Contact support">
        If you still can't get in, [contact the Nonna team](/contact) with your email address or phone number and they will help you recover access.
      </Step>
    </Steps>
  </Accordion>

  <Accordion title="I'm not receiving call notifications">
    If your phone doesn't alert you when someone calls, notifications may be blocked.

    <Steps>
      <Step title="Check notification permissions">
        Go to **Settings > Apps > Nonna > Notifications** and make sure notifications are turned **on**.
      </Step>

      <Step title="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.
      </Step>

      <Step title="Check your phone's volume">
        Make sure your phone's ringer volume is turned up so you can hear incoming call alerts.
      </Step>

      <Step title="Restart the app">
        Close Nonna fully and reopen it to refresh the notification connection.
      </Step>
    </Steps>
  </Accordion>
</AccordionGroup>