Support Center

🛠️ Troubleshooting FAQ

Find quick solutions to common issues while using RunGrocery.

Note for iPhone users:

If you have iCloud and Google accounts, you can register with either. If you wish to change to the other account, you need to DELETE your Rungrocery app and sign up again with your desired account (either iCloud or Google).

General & Account Issues

1. App Not Loading, Crashing, or Freezing

Problem: The app freezes, crashes, or doesn't load properly. Solution:

Ensure your device has a stable internet connection.
Restart your phone and try reopening the app.
Clear the app cache:
- Android: Go to Settings > Apps > RunGrocery > Storage > Clear Cache.
- iOS: Offload the app and reinstall it.
Update the app to the latest version via the App Store or Google Play Store.
If the issue persists, uninstall and reinstall the app, or contact support.

2. Login Issues

Problem: Unable to log in or access your account. Solution:

Double-check your email and password for typos.
Use the Forgot Password option on the login screen to reset your password.
Ensure your email is verified. Check your inbox for a verification email (don’t forget the spam folder!).
Contact support if you’re still unable to log in.

3. App Draining Battery

Problem: RunGrocery uses too much battery. Solution:

Close the app when not in use.
Disable background refresh for the app:
- Android: Settings > Apps > RunGrocery > Battery > Disable Background Activity.
- iOS: Settings > General > Background App Refresh > RunGrocery > Off.
Ensure your app version is up to date, as updates often optimize battery usage.

4. Cannot Delete My Account

Problem: Unable to delete your account. Solution:

Go to Profile > Delete Account.
Follow the on-screen instructions.
If the deletion fails, ensure you have an active internet connection.
Contact customer support for further assistance.

5. Receiving Error Messages

Problem: Receiving unexpected error messages or app glitches. Solution:

Note down the exact error message and when it occurred.
Restart the app and repeat the action.
Update the app to the latest version.
If the issue persists, contact customer support with a screenshot of the error.

Grocery & Family Sharing

6. Family Members Unable to Join Shared Lists

Problem: Family members cannot see or update shared lists, or you can't add them. Solution:

Ensure each family member has the RunGrocery app downloaded and is logged in using a unique Gmail/iCloud ID.
Double-check the phone number entered when inviting the family member.
Ask them to check the Requests section in their Profile Page and accept the invitation.
Resend the invite if they didn’t respond.
Refresh the app after connecting.

7. Items Not Syncing Between Devices

Problem: Changes made to a grocery list are not appearing on other family members' devices. Solution:

Ensure both devices are connected to the internet.
Tap the Refresh button on the Home Page to update changes.
Confirm that the family member has accepted your shared list invitation.
Check for app updates and ensure everyone is using the latest version.

8. Cannot Add New Items or Categories

Problem: Unable to add a custom item, or you can't find an item in the categories. Solution:

Use the Search feature to locate the item first.
If it’s still not there, tap the "+" Button on the Home Page to manually add it.
If the app doesn’t save the new item, ensure you have the latest app version.
Restart the app and try again.

9. Unable to Share Cart List

Problem: Cart list isn’t being shared with family members. Solution:

Ensure the person you’re sharing with has the app installed and is logged in.
Confirm their ID matches the one used in the app.
Check your internet connection and try again.
Ask the recipient to refresh their app to see the shared cart.

10. Can't Delete or Remove Family Members

Problem: Unable to delete or disconnect a family member from the shared list. Solution:

Go to Profile > Family Members.
Tap the ❌ next to the family member’s name to remove them.
If the action fails, restart the app and try again.

11. Cart List Disappeared

Problem: Cart list is missing or cleared unexpectedly. Solution:

Ensure you didn’t tap the Clear Cart button by mistake. This action permanently deletes the cart.
Check the Recall section on the Home Page to restore a previous shopping list.
Always save your cart after shopping to avoid accidental loss.

ItsMedTime & Health

12. Notifications Not Working

Problem: Medication reminders or other notifications aren’t appearing. Solution:

Make sure notifications are enabled for the RunGrocery app:
- Android: Go to Settings > Apps > RunGrocery > Notifications > Turn On.
- iOS: Go to Settings > Notifications > RunGrocery > Allow Notifications.
Ensure "Do Not Disturb" mode is turned off on your phone.
Verify that notification settings are enabled within the app (Profile > Settings > Enable Notifications).
Restart your phone and reopen the app.

13. Medication Not Saving in ItsMedTime

Problem: Medication details aren’t being saved. Solution:

Ensure all required fields are filled out (e.g., medication name, frequency, and start date).
If optional fields (like stock or notes) are left blank, it shouldn’t prevent saving—but double-check.
Tap Save after entering details and confirm the medication appears on the list.
Restart the app and try adding the medication again.

14. Health Watch Articles Not Updating

Problem: Weekly health tips or articles are not refreshing. Solution:

Refresh the app by tapping the Refresh button on the Home Page.
Make sure your app is connected to the internet.
Check for app updates in the App Store or Google Play Store.

Still Need Help?

If your issue isn’t listed here or the solutions didn’t work, feel free to contact us through the app or email us directly. We’re here to help!

Email Support