Login Issues
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.
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.
Account Locked
If your account is locked after too many failed login attempts:- Wait 30 minutes for automatic unlock
- Or reset your password to unlock immediately
- Contact support if you believe this is an error
App Performance
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.
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.
App Won’t Open
- Force close the app completely
- Restart your device
- Check for app updates
- Reinstall the app if necessary
- Contact support if the issue persists
Notification Issues
Not Receiving Notifications
- iOS
- Android
- Open Settings on your device
- Scroll down and tap SoapBox
- Tap Notifications
- Enable Allow Notifications
- Enable desired notification types (Banners, Sounds, Badges)
- Check Focus settings aren’t blocking notifications
- Open SoapBox
- Go to Settings > Notifications
- Enable the notifications you want to receive
Too Many Notifications
Customize which notifications you receive:- Go to Settings > Notifications
- Toggle off notification types you don’t want
- You can disable notifications for specific groups or conversations
Sync Issues
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.
Missing Content
If journals, prayers, or other content is missing:- Check your internet connection
- Pull to refresh the page
- Log out and log back in
- If content is still missing, contact support with details
Duplicate Entries
If you see duplicate journals or prayers:- This sometimes happens during sync conflicts
- You can safely delete duplicates
- If it continues, log out and back in
Bible & Reading
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.
Audio Bible Not Playing
- Check your device volume and mute switch
- Check if other audio apps work
- Try connecting to headphones or speakers
- Close and reopen the app
- Check your internet connection
Reading Plan Not Updating
- Complete your reading for the day before it marks complete
- Pull to refresh your reading plan
- Check your timezone settings
- Log out and back in if the issue persists
Giving Issues
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.
Recurring Gift Not Processing
- Check that your payment method is still valid
- Verify the card hasn’t expired
- Check your giving settings to ensure recurring is still active
- Contact support if the issue continues
Can’t Add Payment Method
- Ensure you’re entering valid card information
- Try a different card or bank account
- Check that your device’s date/time is correct
- Contact support if you continue to have issues
Connection Issues
”No Internet Connection” Error
Even when you have internet:- Close and reopen the app
- Turn airplane mode on and off
- Switch between WiFi and cellular
- Restart your router (if on WiFi)
- Restart your device
Content Loading Slowly
- Check your internet speed (try speedtest.net)
- Move closer to your WiFi router
- Switch to cellular data if WiFi is slow
- Clear app cache
- Try again at a different time
Account Issues
Can’t Find My Church
If you can’t find your church in the search:- Try searching by partial name
- Search by city or zip code
- Ask your church if they’re on SoapBox
- Your church may be listed under a different name
Can’t Join a Church
- Make sure you’ve selected the correct church
- Your request may need admin approval - wait for confirmation
- Contact your church office to ensure they approve your request
Profile Updates Not Saving
- Check your internet connection
- Make sure all required fields are filled
- Try updating one field at a time
- Log out and back in, then try again