---
title: Fix common App and book download issues
description: This article offers you guidance on what to do if you or your users are experiencing issues with our mobile app such as failed downloads, syncing delays, or long loading times
---

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# Fix common App and book download issues

## This article offers you guidance on what to do if you or your users are experiencing issues with our mobile app such as failed downloads, syncing delays, or long loading times

### Log out and back into the app

This step often resolves any minor bugs or lags.

### Check for updates

#### Android

1. Open the **Google Play Store** app
2. At the top right, tap the **profile** icon
3. Tap **Manage apps & device**
4. Tap **Update** next to the **Perlego** app

#### iPhone

1. Open the **App Store**
2. Tap your **profile** icon at the top of the screen
3. **Scroll** to see pending updates and release notes
4. Tap **Upate** next to the **Perlego** app

### Reinstall the app

#### Android

 

1. Open the **Google Play Store** app
2. At the top right, tap the **Profile** icon
3. Tap **Manage** apps & devices.
4. Tap **Perlego**
5. Tap **Uninstall**
6. Open the **Google Play Store** app
7. Search **'Perlego'**
8. Tap **Install**

#### iPhone

![Screenshot 2024-05-20 at 11.21.12](https://organisations.perlego.com/hs-fs/hubfs/Screenshot%202024-05-20%20at%2011.21.12.png?width=434&height=316&name=Screenshot%202024-05-20%20at%2011.21.12.png)

1. **Touch** and **hold** the app
2. Tap **Remove App**
3. Tap **Delete App,** then tap **Delete** to confirm
4. Go to the **App Store**
5. Search 'Perlego'
6. Tap the **cloud download icon** next to it to re-download and install

### Remove failed downloads

Downloads are put in a queue. If a book is stuck in '**queued**' or **'failed download'**, more recent downloads will fail or be paused until the stuck book is resolved or removed.

1. Open the **Perlego app**
2. Go to your Library, the **icon of standing books**
3. Use the filter on the top right that says '**All books'**
4. Change to 'Downloaded'
5. Search for any error messages in red that read **"Download queued' or 'Download failed'**
6. **Remove** by clicking the **three dots** and selecting **Remove from downloads** or **Cancel download**
7. Try **downloading** book(s) again, one at a time.

### Next steps, if you are still experiencing issues

If none of the above has helped, please submit a **customer support ticket** through this [link](https://organisations.perlego.com/support-ticket?hsLang=en) with the following information and your Account Manager will get in touch to assist you. Check out [this article](https://26048107.hs-sites-eu1.com/knowledge-base/raise-a-customer-support-ticket?hsLang=en) for more information around customer support tickets. 

1. Any error messages you see
2. Title and author of book(s) affected
3. [Screenshot or screen recording of the issue](https://help.perlego.com/en/articles/6674342-how-to-take-a-screenshot-or-recording)
4. [Device Model Name & Version](https://help.perlego.com/en/articles/6674358-find-your-device-name-version)

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