Troubleshoot the mobile app

Start with app version, account, and permission

Most mobile problems come from one of three places: the app is out of date, you are signed into the wrong account, or the item is not shared with you the way you expect. Check those before reinstalling, resetting passwords, or asking someone to recreate work.

Mobile is also intentionally narrower than desktop. Missing billing or payment controls are product boundaries, not bugs. Other missing controls usually come from permission, plan, workspace policy, device size, or the current item state.

Availability

Quick recovery sequence

1. Update ALLO from the App Store or Google Play.
2. Confirm the account email matches the invite or share.
3. Close and reopen the app.
4. Try the same link on web or desktop.
5. Check whether the work is read-only, deleted, archived, or restricted.
6. Ask the owner to confirm your access if the link still fails.

If web or desktop also fails, stop treating it as a mobile bug. Use When you can't access work, When work looks missing, or When work is read-only.

Symptom guide

Sign-in issues

Update the app first. Then check the email address. If the workspace invitation went to your work email, signing into a personal email will not show the workspace.

If your organization controls sign-in, contact IT when the identity provider blocks access. If the invite email never arrived, use When an invite does not arrive.

If the device was lost or signed into a stale account, use Manage active sessions from web or desktop.

Shared-link issues

A mobile shared link can fail even when the app works. The link might be workspace-only, revoked, sent to another account, expired through policy, or attached to work that was deleted or archived.

Ask the owner to confirm:

Editing limits on mobile

If an edit control is missing, check permission first. If you have edit access but the control is still unavailable, the action may depend on plan, workspace policy, item state, or a larger screen. Use desktop or web when the same task is hard to finish on a phone, especially precise canvas editing, bulk changes, large previews, file handling, or printer controls.

Mobile is best when the change is small and context is clear. If the edit is expensive to undo, do it on desktop.

Notifications and comments

If mobile notifications do not arrive, check ALLO notification settings, iOS or Android notification permission, Do Not Disturb or Focus modes, and whether you are signed into the right account. For the comment workflow itself, see Use comments on mobile.

If a notification opens the wrong workspace or says no access, the comment may belong to a different account or a workspace where access changed. Compare with web or desktop.

Billing controls

The mobile app is not the billing or payment surface. If you need to update a payment method, change a plan, add seats, buy storage, buy AI credits, or review invoices, use web or desktop.

If a billing banner appears while using mobile, send it to a workspace admin or open the workspace on web/desktop. See Open billing.

When to reinstall

Reinstall only after updating, restarting the app, confirming account email, and comparing with web or desktop. Reinstalling can help a damaged local app install, but it will not fix permissions, revoked links, deleted work, or billing state.

When to contact support

Contact support when the latest mobile app fails but the same account works on web or desktop, a shared link opens incorrectly only on mobile, comments fail only on mobile, or the app crashes after reinstall. Include device model, OS version, ALLO app version if visible, account email, workspace name, affected link, and screenshots.