Hello, This is Pinkfong.We apologize for any inconvenience caused with using our app.Let's help take a closer look into what's going on. Please reach out to Pinkfong Help Center with more detailed information such as your device type, screen shot or detailed description of the problem. > Customer Center Homepage: help.pinkfong.comE-mail: cs@pinkfong.comWe will be able to help you out shortly. Thank you.