Troubleshooting guide

Having issues with Ecosia? This troubleshooting guide will take you through the most common solutions to your Ecosia-related problems. If the problem persists after the help provided below, please get in touch with us via the round contact button at the bottom right of the page, or directly at techsupport@ecosia.org so we can have a closer look. If you are already in contact with us, simply reply to the email chain already created and we will be right back with you!

Troubleshooting on the Ecosia Android app

For any issues on the Ecosia Android app, please follow the steps below:

1. Ensure the app is up to date by visiting the Google Play Store
2. Especially for issues like app crashes and freezes, force stopping the app can be useful. Within Android devices, you can do so by accessing your phone’s Settings, navigating to the Apps section and finding Ecosia. From that page, you should see the option to force stop the app

2. Clearing data and cache can help both with problems related to the app getting too large and potentially malfunctioning data. You may try just clearing the Ecosia-specific data first. However, please be aware that clearing data and cache can reset your information, namely your language preferences or pre-saved inputs like passwords. Be sure to safeguard what you can before removing any data! 

1. To remove Ecosia-specific data:
   1. Open the Ecosia app, click on the three dots at the top right of the screen
   2. Click on Settings
   3. Click on Site settings
   4. Click on All sites
   5. Using the magnifying glass in the top right corner, search for Ecosia and clear all data

1. To clear all data:
   1. Open the Ecosia app, click on the three dots at the top right of the screen
   2. Click on Clear browsing data
   3. Select your desired options

Troubleshooting on the Ecosia iOS app

For any issues on the Ecosia iOS app, please follow the steps below:

1. Ensure the app is up to date by visiting the App Store
2. Clearing data and cache can help both with problems related to the app getting too large but also with potentially malfunctioning data. You may try just clearing the Ecosia-specific data first. However, please be aware that clearing data and cache can reset your information, namely your language preferences or pre-saved inputs like passwords. Be sure to safeguard what you can before removing any data! 

1. To remove Ecosia-specific data:
   1. Open the Ecosia app, click on the three dots at the bottom right of the screen
   2. Click on Settings
   3. Click on Data Management
   4. Click on Web Site Data
   5. Using the magnifying glass, search for Ecosia and clear all data

1. To clear all data:
   1. Open the Ecosia app, click on the three dots at the bottom right of the screen
   2. Click on Settings
   3. Click on Data Management
   4. Select your preferences and click on Clear Private Data

Troubleshooting on the Ecosia browser

For any issues on the Ecosia browser, please follow the steps below:

1. Ensure the browser is up to date:
   1. Open the Ecosia browser and click on the three dots at the top right of the screen
   2. Click on Settings
   3. Click on About Ecosia Browser
   4. From that page, the browser will tell you if it is up to date. If it is not, you will see an update button. 
2. Clearing data and cache can help both with problems related to the browser getting too large but also with potentially malfunctioning data. You may begin by clearing only the Ecosia-specific data. However, please be aware that clearing all data and cache can reset your information, namely your language preferences or pre-saved inputs like passwords. Be sure to safeguard what you can before removing any data!

1. To remove Ecosia-specific data:
   1. Open the Ecosia browser, click on the three dots at the top right of the screen
   2. Click on Settings
   3. Click on Privacy and Security
   4. Click on Third-party cookies
   5. Click on See all site data and permissions
   6. Find Ecosia and delete all its associated data
2. To clear all data:
   1. Open the Ecosia browser, click on the three dots at the top right of the screen
   2. Click on Clear browsing data
   3. Select your desired options

Troubleshooting on other desktop browsers

For any issues relating to other Ecosia uses on desktop browsers like Chrome or Safari, please follow the steps below. The general procedures suggested above also apply to non-native Ecosia applications.

1. Ensure that your browser is up to date.
2. Using the Ecosia extension? Ensure that is up to date. You may also disable it and enable it again. 
3. Clearing data and cache can help. You may clear only the Ecosia-specific data. However, please be aware that clearing this data can reset your Ecosia preferences, like search language and region.

As a last resort, for all of the cases above, the app can be uninstalled and reinstalled. However, please get in touch with us beforehand! There may be a bug or issue that we are already aware of.