Troubleshooting

Having issues? Find solutions here for common Questmo problems.

Warning

Warning Scroll: Before troubleshooting, make sure you have the latest version of Questmo from the App Store or Google Play!

Quick Fixes

Try these steps first for most issues:

  1. Update the app to the latest version

  2. Check your internet connection

  3. Force close and reopen the app

  4. Restart your device

  5. Check device storage (low storage causes issues)

Tip

Power-Up Tip: 80% of issues are fixed by updating the app and restarting!

Login & Authentication Issues

Can’t Sign In

Problem: Unable to sign in with your account

Solutions:

  1. Verify your internet connection is working

  2. Check if you’re using the correct sign-in method (Google, Apple, Facebook, Email)

  3. Try a different sign-in method

  4. Clear app cache:

    • iOS: Uninstall and reinstall app

    • Android: Settings > Apps > Questmo > Clear Cache

  5. Reset your password (for email/password accounts)

  6. Check if your account was deleted (30-day restoration period)

Note

Quest Note: Child accounts sign in with nickname + circle code, not email/password!

“Account Not Found” Error

Problem: App says your account doesn’t exist

Solutions:

  1. Verify you’re using the correct sign-in method

  2. Try all sign-in methods you may have used

  3. Check if account was deleted (you’ll see restoration screen)

  4. Create a new account if first time user

  5. Contact support if you’re certain account exists

Password Reset Not Working

Problem: Can’t reset your password

Solutions:

  1. Check email spam/junk folder for reset link

  2. Wait 5 minutes and try again (rate limiting)

  3. Verify email address spelling

  4. Try signing in with Google/Apple instead

  5. Contact support for manual reset

Child Can’t Sign In After Circle Switch

Problem: Child account won’t sign in after joining new circle

Solutions:

  1. Verify you’re using the NEW circle code

  2. Check if parent approved the join request

  3. Wait 5 minutes for system to update

  4. Force close and reopen app

  5. Contact support if issue persists

See also

XP Boost: See First Steps for account setup details.

Circle & Family Issues

Circle Code Not Working

Problem: Can’t join circle with provided code

Solutions:

  1. Verify the code is correct (4 characters, case-insensitive)

  2. Check if circle was deleted

  3. Verify circle isn’t locked or scheduled for deletion

  4. Ask parent to check circle status

  5. Try entering code in ALL CAPS or all lowercase

  6. Check for typos (0 vs O, 1 vs I)

Pending Approval Stuck

Problem: Join request pending for long time

Solutions:

  1. Contact the parent directly to approve

  2. Check if request was denied (you’ll receive notification)

  3. Wait 24-48 hours for parent response

  4. Cancel request and rejoin with new code

  5. Verify parent has internet connection

“Circle Not Found” Error

Problem: System can’t find the circle

Solutions:

  1. Ask parent to verify circle code

  2. Check if circle was recently deleted

  3. Verify circle code is active

  4. Try again in 5 minutes

  5. Parent may need to recreate circle

Can’t Remove Circle Member

Problem: Unable to remove someone from circle

Solutions:

  1. Verify you’re the Parent (only Parents can remove members)

  2. Check internet connection

  3. Force close and reopen app

  4. Try again in 5 minutes

  5. Contact support if persists

See also

XP Boost: See Family Setup for circle management details.

Task Issues

Task Not Showing Up

Problem: Created task doesn’t appear

Solutions:

  1. Check internet connection

  2. Verify task was assigned to correct child

  3. Pull down to refresh task list

  4. Force close and reopen app

  5. Check if task was deleted

  6. Verify you’re viewing correct child’s tasks

Can’t Submit Task

Problem: Submit button not working

Solutions:

  1. Verify task is assigned to you

  2. Check if task is already submitted

  3. Verify internet connection

  4. Force close and reopen app

  5. Try submitting again in 5 minutes

  6. Check if task was deleted

Task Approval Not Working

Problem: Can’t approve submitted tasks

Solutions:

  1. Check if you have approval permissions (Co-Parents)

  2. Verify task is actually submitted

  3. Check internet connection

  4. Force close and reopen app

  5. Try approving from different device

  6. Contact support if persists

XP Not Collected After Approval

Problem: Can’t collect XP from approved task

Solutions:

  1. Check if XP was already collected

  2. Verify task is marked as approved

  3. Force close and reopen app

  4. Check your XP balance (may have auto-collected)

  5. Wait 5 minutes and try again

Recurring Tasks Not Generating

Problem: Recurring tasks not creating new instances

Solutions:

  1. Check if template is active (not paused)

  2. Verify end date hasn’t passed

  3. Check if 3 instances already exist

  4. Complete existing instances to trigger new ones

  5. Edit template to force regeneration

  6. Contact support if stuck

See also

XP Boost: See Tasks for task system details.

Reward Issues

Can’t Claim Reward

Problem: Claim button not working

Solutions:

  1. Verify you have enough XP

  2. Check age restrictions (may not meet age requirement)

  3. Check quantity limits (may be claimed out)

  4. Verify internet connection

  5. Force close and reopen app

  6. Wait 5 minutes and try again

Reward Not Appearing in Catalog

Problem: Created reward doesn’t show

Solutions:

  1. Check age restrictions (you may not meet requirement)

  2. Verify reward wasn’t deleted

  3. Pull down to refresh rewards

  4. Force close and reopen app

  5. Check if you’re viewing correct role (child vs parent)

XP Not Refunded After Denial

Problem: Denied claim didn’t refund XP

Solutions:

  1. Wait 5 minutes for refund to process

  2. Check XP balance carefully (may have updated)

  3. Force close and reopen app

  4. Check claim history to verify denial

  5. Contact support with screenshot

Approval Notification Not Received

Problem: Didn’t receive claim notification

Solutions:

  1. Check device notification settings

  2. Enable Questmo notifications in device settings

  3. Verify internet connection

  4. Check notification history in app

  5. Force close and reopen app

See also

XP Boost: See Rewards for reward system details.

XP & Level Issues

XP Not Updating

Problem: XP balance not changing

Solutions:

  1. Force close and reopen app

  2. Check internet connection

  3. Verify task was actually approved

  4. Check if XP was collected

  5. Wait 5 minutes for sync

  6. Check XP history for recent changes

Level Not Increasing

Problem: Level stuck despite earning XP

Solutions:

  1. Check total XP vs level requirements

  2. View level progress bar

  3. Force close and reopen app

  4. Wait for sync (up to 5 minutes)

  5. Verify XP is being added (check history)

Incorrect XP Balance

Problem: XP amount seems wrong

Solutions:

  1. Check Total XP vs Current XP (spending XP is normal)

  2. Review XP history for all transactions

  3. Verify recent reward claims (XP deducted)

  4. Check if achievements unlocked (bonus XP added)

  5. Force close and reopen app

  6. Contact support with screenshots

Note

Quest Note: Remember - Total XP never decreases! Spending XP on rewards reduces Current XP, not Total XP.

Achievement Issues

Achievement Not Unlocking

Problem: Met requirements but achievement locked

Solutions:

  1. Verify you actually meet ALL requirements

  2. Check achievement requirements carefully

  3. Wait up to 5 minutes for server processing

  4. Force close and reopen app

  5. Complete another task to trigger check

  6. Contact support with achievement details

Bonus XP Not Received

Problem: Achievement unlocked but no XP bonus

Solutions:

  1. Check Total XP (bonus may be added)

  2. Wait 5 minutes for XP to update

  3. Force close and reopen app

  4. Verify achievement is actually unlocked

  5. Contact support with screenshot

Achievement Progress Not Tracking

Problem: Progress toward achievement not updating

Solutions:

  1. Force close and reopen app

  2. Complete another task to trigger update

  3. Check if requirement was misunderstood

  4. Wait up to 5 minutes for sync

  5. Verify you’re logged in correctly

See also

XP Boost: See Achievements for achievement system details.

Avatar Issues

Avatar Not Saving

Problem: Customization changes don’t save

Solutions:

  1. Check internet connection

  2. Ensure you tapped “Save” button

  3. Force close and reopen app

  4. Try customizing again

  5. Clear app cache

  6. Restart device

Purchased Item Not Appearing

Problem: Bought avatar item but it’s not unlocked

Solutions:

  1. Check if XP was deducted (if yes, item unlocked)

  2. Force close and reopen app

  3. Check “Unlocked Items” tab

  4. Wait 5 minutes for sync

  5. Contact support with screenshot of XP deduction

Can’t Afford Item

Problem: Have XP but can’t purchase

Solutions:

  1. Verify your Current XP balance

  2. Check exact item cost

  3. Force close and reopen app

  4. Verify item is in Premium category (purchasable)

  5. Try different item

See also

XP Boost: See Avatars for avatar customization details.

Sync & Connection Issues

Data Not Syncing Between Devices

Problem: Changes on one device not appearing on another

Solutions:

  1. Check internet connection on both devices

  2. Force close and reopen on both devices

  3. Verify signed in with same account

  4. Wait up to 5 minutes for sync

  5. Sign out and back in on problem device

  6. Restart both devices

“No Internet Connection” Error

Problem: App says no connection but internet works

Solutions:

  1. Toggle Airplane mode on/off

  2. Switch between WiFi and cellular

  3. Check if other apps can connect

  4. Restart router/modem

  5. Reset network settings

  6. Reinstall app

Offline Mode Not Working

Problem: Can’t use app offline

Solutions:

  1. Verify you loaded data while online first

  2. Only basic features work offline

  3. Changes sync when reconnected

  4. Some features require internet

  5. Force close and reopen app

Notification Issues

Not Receiving Notifications

Problem: Missing push notifications

Solutions:

  1. Enable notifications in device Settings > Questmo

  2. Check notification permissions

  3. Verify internet connection

  4. Check Do Not Disturb mode

  5. Verify app is updated

  6. Reinstall app and re-enable notifications

Too Many Notifications

Problem: Receiving excessive notifications

Solutions:

  1. Adjust notification settings in app

  2. Go to Settings > Notifications

  3. Disable categories you don’t need

  4. Mute specific notification types

  5. Set quiet hours

Notification Opens Wrong Screen

Problem: Tapping notification doesn’t go to right place

Solutions:

  1. Update app to latest version

  2. Force close and reopen app

  3. Clear app cache

  4. Reinstall app

Performance Issues

App Crashing

Problem: App closes unexpectedly

Solutions:

  1. Update app to latest version

  2. Restart device

  3. Clear app cache

  4. Free up device storage (need 1GB+ free)

  5. Check if iOS/Android is updated

  6. Reinstall app

  7. Contact support with crash details

App Slow or Laggy

Problem: App responds slowly

Solutions:

  1. Close other apps (free up RAM)

  2. Restart device

  3. Clear app cache

  4. Check device storage (need 1GB+ free)

  5. Update app to latest version

  6. Check internet speed

  7. Reinstall app

App Freezing

Problem: App becomes unresponsive

Solutions:

  1. Force close app

  2. Restart device

  3. Clear app cache

  4. Free up device storage

  5. Update app

  6. Reinstall app

Payment & Subscription Issues

Purchase Not Processing

Problem: Can’t complete in-app purchase

Solutions:

  1. Check payment method in App Store/Play Store

  2. Verify sufficient funds

  3. Update billing information

  4. Sign out of store account and back in

  5. Try different payment method

  6. Contact Apple/Google support

Subscription Not Active

Problem: Subscribed but still see limits

Solutions:

  1. Verify subscription in App Store/Play Store

  2. Check if subscription is actually active

  3. Force close and reopen app

  4. Sign out and back in

  5. Restore purchases (Settings > Restore Purchases)

  6. Wait 5 minutes for activation

  7. Contact support with receipt

Can’t Cancel Subscription

Problem: Unable to cancel subscription

Solutions:

  1. Cancel through App Store/Play Store (not in app)

  2. iOS: Settings > Your Name > Subscriptions

  3. Android: Play Store > Subscriptions

  4. Verify you’re using correct Apple/Google account

  5. Contact Apple/Google support

Still Having Issues?

Danger

Danger Zone: Before contacting support, try these final steps:

  1. Update Everything:

    • Update Questmo app

    • Update iOS/Android

    • Update all other apps

  2. Fresh Install:

    • Uninstall Questmo completely

    • Restart device

    • Reinstall Questmo

    • Sign back in

  3. Check Status:

    • Visit our status page (if available)

    • Check if issue is widespread

    • See if maintenance is scheduled

Contact Support

If nothing works, contact our support team:

Email: hello@questmo.app

Response Time: 24-48 hours

Include in Your Message:

  1. Detailed description of the problem

  2. Steps to reproduce the issue

  3. Screenshots or screen recordings

  4. Device model and OS version (Settings > About)

  5. Questmo app version (Settings > About)

  6. Your account email or user ID

  7. Circle code (if circle-related issue)

  8. When the problem started

Tip

Power-Up Tip: The more details you provide, the faster we can help!

Example Support Message:

Subject: Can’t submit tasks on Galaxy S21

Hello! I’m having trouble submitting tasks on my Samsung Galaxy S21 (Android 13). When I tap “Submit for Approval,” nothing happens. The button highlights but the task stays in “Available” status.

  • Started: January 7, 2026

  • App version: 1.5.0

  • User email: parent@example.com

  • Circle code: AB12

  • Screenshots attached

  • Already tried: Restarting app, restarting device, checking internet

Thank you!

Additional Resources

Important

Achievement Unlocked: Most issues have simple fixes! Don’t give up - check updates first, then try the basic troubleshooting steps.