Troubleshooting

What to check when something isn’t working.

• I didn't get an aurora alertAlerts take cloud, darkness and the Moon into account, follow the level you chose, and repeat at most every 6 hours.
• Push notifications don't arrivePush is a Chaser feature, has to be turned on on each device, and needs notification permission.
• Alert emails don't arriveCheck your spam folder, add the sending address to your contacts, and make sure Email is turned on.
• Location isn't found, or shows the wrong placeAllow location access, or search for your town instead; a computer's location can be miles out.
• The map or globe is blank or slowReload, check your connection, switch to the flat map if the 3D globe won't start, and turn on the Aurora layer.
• Something says "unavailable"Polar Lights relies on NOAA, NASA and other services; when one is down, the app says so and catches up by itself.
• I can't sign inWhat each sign-in message means, how to reset your password, and what to do if you used Google.
• I paid, but Chaser isn't switched onGoogle Play and card payments can take a moment to confirm; here's how to get Chaser applied.
• My photo won't post, or isn't in the galleryPhotos wait for a moderator before they appear, you can post 10 a day, and some phone formats need converting.
• Contact supportSend us a message from the app or from any help page; we reply to your account's email address.