App Won't Load / Blank Screen — Basic Troubleshooting Steps
Start with the basics
A blank screen or a stuck loading state is almost always one of a short list of common causes. Work through these before assuming something's seriously wrong.
1. Check your internet connection
The single most common cause. Try loading another site or app to confirm your connection is actually working, not just appearing connected.
2. Refresh or restart
On web, a simple page refresh resolves a surprising number of stuck-loading issues. On mobile, fully close the app (not just switch away from it) and reopen it.
3. Check you're on the latest version
Web: refreshing usually pulls the latest version automatically. If you suspect you're on a stale cached version, try a hard refresh or clear your browser's cache for the site.
Mobile: check your app store for an available update. Running an old version against a platform that's moved forward is a realistic cause of odd loading behavior.
4. Try a different network or browser
If it's still not loading, try switching networks (Wi-Fi to mobile data, or vice versa) to rule out a network-specific issue. On web, trying a different browser can tell you whether it's browser-specific.
5. Clear app data (mobile) or site data (web), as a last resort
This resets locally stored app state, which occasionally gets into a bad state that a simple restart doesn't clear. You'll need to log in again afterward, but your account, conversations, and wallet balance are stored on your account, not on the device — nothing about your data is lost by doing this. See how SoulrisAI uses and protects your data for how your information is kept safe regardless of which device you're using.
6. Check for a known outage
Occasionally the cause isn't on your end at all. If SoulrisAI is experiencing a broader issue, that's usually the fastest explanation once you've ruled out the above.
Web vs. mobile — does it matter which one is affected?
If one platform works and the other doesn't, that's useful information — it points toward something specific to the platform having trouble rather than your account or connection generally. See Soulris on web vs. the mobile app if you're deciding whether to just switch platforms in the meantime.
If nothing here works
Reach out to support with your platform (web or mobile, and device/browser if relevant), roughly when it started, and whether a refresh/restart changed anything — that's the fastest path to a real fix if this checklist doesn't resolve it.