Troubleshooting the Pleo mobile app

Is your Pleo app crashing, freezing, or refusing to load. Try these straightforward fixes. Most issues resolve in minutes with these steps.

Use this guide when:

• The app won't open or gets stuck loading
• Pages are blank or buttons aren't responding
• You can't upload receipts, submit expenses, or approve requests
• 3D Secure or approval notifications aren't appearing
• You're seeing an error message
• The web version works fine, but your phone doesn't

Troubleshooting steps

Try these steps in order:

1. Check for app updates
   • Outdated apps are the most common culprit. Open the App Store (iPhone) or Google Play Store (Android), search for Pleo, and tap Update (if one is available)
   • Once updated, open the app and try again
2. Force-close and reopen
   • Sometimes the app gets stuck in a temporary loop. Fully close Pleo by swiping it away from your recently used apps, don't just minimise it to your home screen. Wait a few seconds, then reopen it and try again
3. Restart your phone
   • A simple restart clears temporary background processes that might interfere with Pleo. Turn your phone fully off, wait a moment, turn it back on, and open Pleo again
4. Check your internet connection
   • Pleo needs a stable internet connection to function. Try these:
     1. Toggle between Wi-Fi and mobile data to see which works better
     2. Temporarily disable any VPNs, network filters, or privacy tools you have active
     3. If Pleo works on mobile data but not Wi-Fi, the issue is likely with your local network settings
5. Update your phone's operating system
   • An outdated phone OS can cause compatibility issues. Check for pending system updates:
     1. iPhone: Settings > General > Software Update
     2. Android: Settings > System update (or Software update, depending on your phone)
   • Install any available updates, restart your phone, and try Pleo again
6. Delete and reinstall Pleo
   1. If nothing has worked so far, a clean install usually resolves the issue
   2. Uninstall Pleo from your phone
   3. Restart your phone
   4. Reinstall Pleo from the App Store or Google Play Store
   5. Log back in and test
7. Use the web app while you troubleshoot
   • If you need to get something done right away, open Pleo in a web browser
   • Log into pleo.io from your computer or mobile browser and use the full web version. This also helps tell us whether the issue is specific to your phone or a broader account problem
8. Check if others are affected
   • If you're able to, ask a colleague whether they're seeing the same issue. Knowing whether it's affecting just you, your whole team, or a specific feature helps us identify the root cause much faster.