Login and access problems
Can't get into your account? Here are the most common causes and fixes.
Wrong password: Tap Forgot password? on the login screen. Enter your registered email address and we'll send a reset link. Check your spam folder if it doesn't arrive within a few minutes.
Verification code not arriving: SMS codes can occasionally be delayed by network congestion. Wait 2 minutes, then tap Resend code. If email codes aren't arriving, check your spam/junk folder and ensure your email provider isn't blocking our domain (splashd.app).
Sign in with Apple/Google not working: Ensure you're signed in to the same Apple ID or Google account you used to create your Splashd account. If you signed in with Apple and chose to hide your email, you'll need to use that same Apple ID.
Account suspended: You'll see a message explaining why. If you believe the suspension is an error, email support@splashd.app with "Account suspension appeal" in the subject line and your username.
Can't remember registered email: Email support@splashd.app with your username and any information that might help us identify your account. We'll help you recover it.
App crashes and freezing
Crashes are usually caused by low memory, an outdated app version, or a corrupted cache. Try these steps in order:
Force-quit and reopen: On iOS, swipe up and off the top of the Splashd preview. On Android, tap the recents button and swipe Splashd away. Reopen the app.
Update the app: Open the App Store or Google Play and check for a Splashd update. Most crash bugs are fixed in subsequent releases — keeping the app current is the best prevention.
Restart your phone: A full device restart clears memory and resolves many temporary software conflicts. Try this before reinstalling.
Reinstall the app: If crashes persist, delete the app and reinstall from the App Store or Google Play. Your account and data are stored in the cloud — you won't lose anything by reinstalling.
Free up storage: Splashd needs at least 200 MB of free storage to run normally. Check your device storage — if it's nearly full, clearing space often fixes crashes.
Email support@splashd.app with your device model (e.g., iPhone 16 Pro, Samsung Galaxy S25), OS version, and a description of when the crash happens. This helps us reproduce and fix the issue faster.
Location not updating
If your position on the map looks stale — or if other users' distances seem wrong — follow these steps:
Force-quit Splashd and reopen it. Location refreshes immediately when the app comes to the foreground.
Check location permission (iOS): Settings → Privacy & Security → Location Services → Splashd. Set to While Using the App or Always. If set to Never, location won't work at all.
Check location permission (Android): Settings → Apps → Splashd → Permissions → Location. Enable and set to Allow all the time or Allow only while using the app. Enable Precise location for accurate results.
Check that you haven't set a travel mode city — if travel mode is active, the app shows that city's location, not your real GPS position. Go to Settings → Location → Travel mode to check.
If GPS is very slow to fix (especially indoors), try stepping outside briefly. GPS signals are often blocked by heavy building materials.
Photos not uploading
Photo upload issues are usually connectivity, permissions, or file size related.
Check your connection: Try switching between Wi-Fi and mobile data. Large photos may timeout on a slow connection. A stronger connection usually resolves the issue immediately.
Check file size and type: Splashd accepts JPEG, PNG, and HEIF photos up to 20 MB. If you're uploading a video screenshot or a file type from a third-party editor, convert it to JPEG first.
Camera roll permission (iOS): Settings → Privacy & Security → Photos → Splashd → set to Full access or at least Selected photos including the ones you want to upload.
Camera roll permission (Android): Settings → Apps → Splashd → Permissions → Photos/Media. Grant access if it was denied.
Photo stuck in "pending": Moderation normally completes within a few seconds. If a photo has been pending for more than 30 minutes, delete it from your profile editor and try uploading again.
Contacting support
If the steps above don't resolve your issue, our support team is available 24/7. Here's how to reach us:
Email: support@splashd.app is the fastest route. Include your username, the device and OS version you're using, and a clear description of the problem. Screenshots help enormously.
In-app: Go to Settings → Help → Contact support. This pre-fills your device and account details automatically, saving time.
Response time: We aim to respond to all support requests within 24 hours. Urgent safety or account security issues are triaged faster — put "URGENT" in the subject line.
Contact page: You can also reach us via the Contact page on this website for general enquiries, press, or partnership questions.
Include as much detail as possible: username, device model, OS version (e.g. iOS 18.4, Android 15), a description of what you expected to happen and what actually happened, and a screenshot if relevant. The more detail you give us, the faster we can help.
Still need help?
Our support team is available 24/7. Contact us and we'll get back to you quickly.