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Login Issues

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Can’t Log In

1

Check your credentials

Make sure you’re using the correct email address and password. Passwords are case-sensitive.
2

Reset your password

Tap “Forgot Password” on the login screen and follow the instructions to reset.
3

Check your internet connection

Ensure you have a stable internet connection. Try switching between WiFi and cellular data.
4

Update the app

Make sure you have the latest version from the App Store or Google Play.
5

Contact support

If you still can’t log in, contact support@soapboxsuperapp.com with your email address.

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Password Reset Email Not Received

1

Check spam/junk folder

The reset email may have been filtered. Check your spam or junk folder.
2

Verify email address

Make sure you entered the correct email address associated with your account.
3

Wait a few minutes

Email delivery can sometimes be delayed. Wait 5-10 minutes before requesting again.
4

Try again

Request another reset email. You can do this every 5 minutes.
5

Contact support

If you still don’t receive it, email support for manual assistance.

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Account Locked

If your account is locked after too many failed login attempts:
  1. Wait 30 minutes for automatic unlock
  2. Or reset your password to unlock immediately
  3. Contact support if you believe this is an error

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App Performance

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App Running Slowly

1

Close background apps

Close other apps running in the background to free up memory.
2

Clear app cache

Go to Settings > Storage > Clear Cache
3

Check internet speed

Slow internet affects app performance. Try a different network.
4

Update the app

Updates often include performance improvements.
5

Restart your device

A fresh restart can resolve many performance issues.

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App Crashes

1

Reopen the app

Simply reopening usually resolves temporary crashes.
2

Update to latest version

Crashes are often fixed in app updates.
3

Check device storage

Low storage can cause crashes. Free up space on your device.
4

Reinstall the app

Uninstall and reinstall the app (your data is saved in the cloud).
5

Report the issue

If crashes persist, report the issue with details about when it happens.

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App Won’t Open

  1. Force close the app completely
  2. Restart your device
  3. Check for app updates
  4. Reinstall the app if necessary
  5. Contact support if the issue persists

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Notification Issues

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Not Receiving Notifications

  1. Open Settings on your device
  2. Scroll down and tap SoapBox
  3. Tap Notifications
  4. Enable Allow Notifications
  5. Enable desired notification types (Banners, Sounds, Badges)
  6. Check Focus settings aren’t blocking notifications
Also check in-app settings:
  1. Open SoapBox
  2. Go to Settings > Notifications
  3. Enable the notifications you want to receive

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Too Many Notifications

Customize which notifications you receive:
  1. Go to Settings > Notifications
  2. Toggle off notification types you don’t want
  3. You can disable notifications for specific groups or conversations

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Sync Issues

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Content Not Syncing

1

Check internet connection

Sync requires an active internet connection.
2

Pull to refresh

On most screens, pull down to manually trigger a sync.
3

Log out and back in

This forces a fresh sync with the server.
4

Check for updates

Sync issues are often fixed in app updates.

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Missing Content

If journals, prayers, or other content is missing:
  1. Check your internet connection
  2. Pull to refresh the page
  3. Log out and log back in
  4. If content is still missing, contact support with details

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Duplicate Entries

If you see duplicate journals or prayers:
  1. This sometimes happens during sync conflicts
  2. You can safely delete duplicates
  3. If it continues, log out and back in

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Bible & Reading

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Bible Not Loading

1

Check internet

Bible content requires internet unless downloaded for offline use.
2

Try a different translation

If one translation won’t load, try another.
3

Clear cache

Go to Settings > Storage > Clear Cache
4

Download for offline

Download translations for offline use to avoid loading issues.

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Audio Bible Not Playing

  1. Check your device volume and mute switch
  2. Check if other audio apps work
  3. Try connecting to headphones or speakers
  4. Close and reopen the app
  5. Check your internet connection

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Reading Plan Not Updating

  1. Complete your reading for the day before it marks complete
  2. Pull to refresh your reading plan
  3. Check your timezone settings
  4. Log out and back in if the issue persists

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Giving Issues

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Payment Failed

1

Check card details

Verify your card number, expiration date, and CVV are correct.
2

Check available funds

Ensure you have sufficient funds or credit available.
3

Contact your bank

Your bank may be blocking the transaction. Contact them to authorize it.
4

Try a different payment method

Add another card or bank account and try again.
5

Contact support

If payments continue to fail, contact support for assistance.

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Recurring Gift Not Processing

  1. Check that your payment method is still valid
  2. Verify the card hasn’t expired
  3. Check your giving settings to ensure recurring is still active
  4. Contact support if the issue continues

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Can’t Add Payment Method

  1. Ensure you’re entering valid card information
  2. Try a different card or bank account
  3. Check that your device’s date/time is correct
  4. Contact support if you continue to have issues

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Connection Issues

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”No Internet Connection” Error

Even when you have internet:
  1. Close and reopen the app
  2. Turn airplane mode on and off
  3. Switch between WiFi and cellular
  4. Restart your router (if on WiFi)
  5. Restart your device

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Content Loading Slowly

  1. Check your internet speed (try speedtest.net)
  2. Move closer to your WiFi router
  3. Switch to cellular data if WiFi is slow
  4. Clear app cache
  5. Try again at a different time

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Account Issues

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Can’t Find My Church

If you can’t find your church in the search:
  1. Try searching by partial name
  2. Search by city or zip code
  3. Ask your church if they’re on SoapBox
  4. Your church may be listed under a different name

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Can’t Join a Church

  1. Make sure you’ve selected the correct church
  2. Your request may need admin approval - wait for confirmation
  3. Contact your church office to ensure they approve your request

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Profile Updates Not Saving

  1. Check your internet connection
  2. Make sure all required fields are filled
  3. Try updating one field at a time
  4. Log out and back in, then try again

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Still Having Issues?

Contact Support

Get personalized help from our team.

FAQ

Check our frequently asked questions.