1. Check whether the service is down
Visit the provider’s official website, status page or verified announcements. Treat community posts as reports until the provider confirms the issue.
2. Rule out connection problems
- Switch between Wi-Fi and mobile data if possible.
- Check whether another trusted website loads.
- Close and reopen the app or refresh the official website.
- Temporarily disable a VPN only if safe and allowed on your network.
3. Update the official app
Check the official app store for updates. In a browser, try a current supported browser. Avoid unofficial downloads or tools that request your login details.
4. Check your account and plan
Confirm you are signed into the right account, completed required verification and have not reached a usage cap or trial expiry. Review billing through the channel used to subscribe.
5. Protect chat history
Before clearing storage, deleting chats or reinstalling, check how the provider syncs and restores history. If data is stored locally, uninstalling may erase it. Do not delete your account as a first step.
6. Contact official support
Include the error text, approximate time and time zone, device, operating system, app version and steps that reproduce the issue. Hide private messages in screenshots. Never send your password or one-time code.
7. If memory or personality changed
Check whether you are in the right chat or character, whether a setting or model changed, and whether the provider documented an update. Avoid resetting the companion until you know what will be deleted.
Sources and update notes
This guide is general editorial advice. It does not state any specific product’s current features, prices or policies, so it does not cite product sources.
General guide, not a hands-on audit of any service. Last reviewed 31 October 2026.