Mobile app troubleshooting (original) (raw)

This article provides troubleshooting recommendations for issues related to logging in and loading The New York Times mobile apps.

This guide is intended to help troubleshoot issues with all New York Times mobile apps, including content not loading properly and general issues with usability. These steps can be taken on the NYTimes app, NYT Cooking app, and NYT Games app.

Select an issue below and complete each step in the following guides:

There may be a variety of reasons you are unable to login and access your New York Times subscription or account. In most cases, login issues occur due to incorrect login credentials (such as using an email address not associated with your subscription), rather than an issue with your account or subscription.

Follow these steps in order to troubleshoot any login issues you may be experiencing:

1. Check your login credentials. Ensure your email address and password are spelled correctly, and that you are using the email address that is associated with your account.
2. Try logging in without a password. When you select this option you bypass entering a password, and we will send you an email with a direct login link.
3. Reset your password. Be sure to check your spam, junk, or promotions folders for the password reset email. If you are still unable to find your password reset email, add nyt@service.newyorktimes.com to your address book and request another password reset email.
4. Update your app and operating system. The New York Times regularly releases new versions of the mobile apps that provide enhanced functionality and issue fixes. Visit the App Store or Google Play Store to update your app or your device’s settings to update the operating system.
5. Clear your mobile app cache. When you use one of The New York Times’ mobile apps, the app will store data to make logging in and loading the app easier. This information may be outdated or conflict with your login attempts. This will not affect your saved articles, recipes, or Games streaks/statistics.

If you are experiencing usability issues with any New York Times app, including content not loading properly and general operational issues, follow the steps below in order to troubleshoot:

1. Update your app and operating system. The New York Times regularly releases new versions of the mobile apps that provide enhanced functionality and issue fixes.
   • Update your New York Times app from your account in the App Store or Google Play Store.
   • Update your phone's operating system from your device’s settings.
2. Restart the app. If the mobile app is not displaying or loading properly, restarting the app on your device can help resolve the issue. To restart the app, force quit the app and then re-open the app on your device.
   • For information on how to do this on Apple devices, visit Apple’s Help Center.
   • For information on how to do this on Android devices, visit Google’s Help Center.
3. Start a new login session. Some issues with the mobile apps may be resolved by logging out of your New York Times account and logging back in. Please visit Log in to your New York Times Account for more information about how to log in.
4. Uninstall and reinstall the app. If the issue persists or if you are unable to take these steps due to operational issues, remove the app from your device and then redownload it. This will not affect your saved articles, recipes, or Games streaks/statistics.

If you are still unable to resolve the issue, please contact Customer Care.

To contact Customer Care through the iOS News, Games, or Cooking app:

1. Select the Settings (gear) icon or the person icon in the upper right corner of the app.
2. Scroll down and select Report a Bug.
3. Describe the issue you are experiencing in detail.
4. Select Submit.

To contact Customer Care on an Android device:

News or Games app:

1. Select the Settings (gear) icon or the person icon in the upper right corner of the app.
2. Select Send App Feedback.
3. Select your email provider and describe the issue you are experiencing in detail.
4. Submit your feedback.

Cooking app:

1. Select the three horizontal lines in the top left corner.
2. Select Settings.
3. Select Report a Bug.
4. Select your email provider and describe the issue you are experiencing in detail.
5. Submit your feedback.

Was this article helpful?

262 out of 1944 found this helpful