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🔧 Troubleshooting Guidance for the App
🔧 Troubleshooting Guidance for the App

Having issues with the App? We're here to help!

Updated over a week ago

❗ Before reading on, please try logging out and logging back into the app first!

Check for Updates


  1. Open the Google Play Store app

  2. At the top right, tap the profile icon

  3. Tap Manage apps & device

    Apps with an update available are labeled "Update available"

  4. Tap Update


  1. Open the App Store

  2. Tap your profile icon at the top of the screen

  3. Scroll to see pending updates and release notes

  4. Tap Update next to an app to update only that app, or tap Update All

This image depicts the Apple App Store, within the Account section where you can find a list of apps to update.

Reinstall App


  1. Open the Google Play Store app

  2. At the top right, tap the Profile icon

  3. Tap Manage apps & devices. Manage

  4. Tap Perlego

  5. Tap Uninstall

  6. Open the Google Play Store app

  7. Search Perlego.

  8. Tap Install.


  1. Touch and hold the app

  2. Tap Remove App

    A screenshot of what it looks like when one removes an app from an iPhone

  3. Tap Delete App, then tap Delete to confirm

  4. Go to App Store

  5. Search Perlego

  6. Tap the Cloud download icon next to it to re-download and install

Check Downloads

Downloads will be paused until it comes up to queue, if one is stuck in 'queued' or 'failed download', more recent downloading will be paused until it's resolved or removed.

  1. Open Perlego app

  2. Select Library, the icon of standing books

    A screenshot of Perlego's Library on the App. There's a list of books, some downloaded and some with error messages in red.

  3. Use the filter on the top right that says All books

  4. Change to Downloaded

  5. Look for any that say Download queued or Download failed

  6. Remove these from your library by clicking the three dots next to the book and selecting Remove from downloads or Cancel download

  7. Try downloading the book again (one at a time)

A screenshot of The Matthew Commentary Collection and a drop down list of options, reading: About book, Retry Download, Cancel Download, Share book, Mark as: Reading, and Add to Workspace

Next steps, if you're still having trouble

If you haven't already, please send the following to the Customer Support member assisting you and we can take it from there to get this sorted for you:

  1. Any error messages you see

  2. Title and author of book(s) effected

P.S. If you have any thoughts on how this article could be more of help to you, please let the Customer Support member you're chatting with know and we'll be glad to look into it!

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