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What to Do if the Product List Fails to Load or the Subscribe Button Doesn’t Work in the App?

Updated
If you encounter an issue while trying to subscribe in the app where the product list fails to load, remains stuck on "Loading," or you receive the message “Product info not available. Please check your network or App Store/Google Play Store,” it is likely due to a temporary connection issue between your device and the Apple/Google servers. Don’t worry, this issue is generally caused by your local network environment, and you can resolve it by following these troubleshooting steps.

For iOS Users (iPhone)

Step 1: Check if the App Store Is Accessible

  1. Completely close our app from the background.
  2. Open the App Store on your phone.
  3. Try browsing or searching for any app to see if the page and images load correctly.
    1. If the App Store is inaccessible: This indicates a network issue on your phone. We recommend switching networks (e.g., switching from Wi-Fi to cellular data or trying a different Wi-Fi network) and then reopening the app to retry the purchase.
    2. If the App Store loads normally: Proceed to the next troubleshooting step.

Step 2: Check and Disable VPN or Proxy Settings

VPN and proxy are common causes of this issue.
  1. Check VPN connection:
    1. Open Settings > VPN.
    2. Ensure the "Status" toggle is off. If it shows as "Connected," manually disconnect the VPN.
  2. Check Wi-Fi Proxy and DNS Settings:
    1. Open Settings > WLAN, and tap the blue "i" icon next to your connected Wi-Fi network.
    2. Scroll to the bottom and ensure HTTP Proxy is set to “Off.”
    3. Ensure Configure DNS is set to “Automatic.” If not, change it to "Automatic."
  3. After performing the above checks, fully close the app and restart it before attempting the purchase again.

Step 3: Check and Sync the System Date and Time

An incorrect device time may cause secure connections to fail.
  • Open Settings > General > Date & Time.
  • Ensure the "Set Automatically" toggle is on. If it’s already on, toggle it off and back on to force a time sync.

Step 4: Reset Network Settings

If you’ve used any proxy tools in the past, they might leave behind residual settings that could cause issues. Performing this step will completely clear any faulty network configurations.
Important note: This step will remove all Wi-Fi passwords, VPN settings, and other network configurations on your device. You will need to reconnect to your Wi-Fi networks afterward. However, it will not delete any personal data such as photos or contacts.
  1. Open Settings > General.
  2. Scroll to the bottom and tap Transfer or Reset iPhone.
  3. Tap Reset at the bottom of the screen.
  4. Choose Reset Network Settings from the menu.
  5. Enter your device passcode to confirm and reset.
  6. Your device will restart. Once it reboots, reconnect to Wi-Fi and try the app again.

For Android Users (Example for Samsung Devices)

Step 1: Check if the Google Play Store Is Accessible

  1. Completely close our app from the background.
  2. Open the Google Play Store on your device.
  3. Try browsing or searching for any app to see if the page and images load correctly.
    1. If the Google Play Store is inaccessible: This indicates a network issue on your device. We recommend switching networks (e.g., switching from Wi-Fi to cellular data or trying a different Wi-Fi network) and then reopening the app to retry the purchase.
    2. If the Google Play Store loads normally: Proceed to the next troubleshooting step.

Step 2: Check and Disable VPN or Proxy Settings

VPN and network proxy are common causes of this issue.
  1. Check VPN and DNS connection:
    1. Open Settings > Connections > More connection settings.
    2. Ensure VPN is set to "None." If connected, manually disconnect the VPN.
    3. Check that Private DNS is set to “Automatic.” If it’s not, change it to "Automatic."
  2. Check Wi-Fi Proxy and IP Settings:
    1. Open Settings > Connections > WLAN, then tap the gear icon next to your connected Wi-Fi network.
    2. Scroll to the bottom and tap Advanced, then ensure IP settings is set to "DHCP" and Proxy is set to "None."
  3. After performing the above checks, fully close the app and restart it before attempting the purchase again.

Step 3: Check and Sync the System Date and Time

An incorrect device time may cause secure connections to fail.
  • Open Settings > General management > Date and Time.
  • Ensure both “Automatic date and time” and “Automatic time zone” are toggled on. If they are already on, toggle them off and back on to force a time sync.

Step 4: Reset Network Settings

If you’ve used any proxy tools in the past, they might leave behind residual settings that could cause issues. Performing this step will completely clear any faulty network configurations.
Important note: This step will remove all Wi-Fi passwords, VPN settings, and other network configurations on your device. You will need to reconnect to your Wi-Fi networks afterward. However, it will not delete any personal data such as photos or contacts.
  1. Open Settings > General management.
  2. Scroll to the bottom and tap Reset.
  3. Select Reset Network Settings and Reset Wi-Fi, mobile & Bluetooth.
  4. Follow the on-screen instructions to confirm the reset.
  5. Once the reset is complete, reconnect to Wi-Fi and open the app to retry the purchase.
Note: The above steps are based on a Samsung device. The exact path may vary slightly depending on your Android device.

Still Unable to Resolve the Issue?

If you’ve followed all the steps above and the issue persists, please contact our technical support team. When reaching out, please let us know that you’ve already followed these troubleshooting steps so we can provide faster assistance.
Thank you for your understanding and support!

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