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App Issues

Gem Wallet Not Opening or Crashing? Here's How to Fix It​

If Gem Wallet is not opening, crashes on launch, or becomes unresponsive, don't worry — your funds are safe on the blockchain and are not affected by app issues. Follow the steps below to get back up and running.

danger

Do not uninstall Gem Wallet, clear its app data, or reset the device unless you have independently verified your Secret Recovery Phrase backup. These actions can permanently remove local wallet access. Your Secret Recovery Phrase is the only way to restore the wallet, and Gem Wallet support cannot recover it. 👉 Learn how to back up your wallet 👉 Learn how to restore your wallet

Common App Issues and Solutions​

Here are the most common app issues that you might encounter while using Gem Wallet. Click on an issue below to jump to the suggested solution.

App Won't Open or Crashes on Launch​

Issue: Gem Wallet closes immediately after opening, gets stuck on the loading screen, or crashes repeatedly before you can access your wallet.

Common Causes:

  • Outdated app version: Running an older version of Gem Wallet may cause compatibility issues with your device's operating system.
  • Corrupted app cache: Accumulated cached data can sometimes cause the app to behave unexpectedly.
  • Insufficient device storage: When a device runs low on storage, apps can fail to load properly.
  • OS incompatibility: A recent phone OS update may have introduced a conflict with the current app version.

Solutions:

  • Force close and reopen: Fully close the app from your device's recent apps view, then reopen it.
  • Restart your device: A simple reboot clears temporary system issues that may be affecting the app.
  • Update Gem Wallet: Open the App Store (iOS) or Google Play Store (Android) and install any available updates.
  • Clear app cache only (Android only): Go to Settings → Apps → Gem Wallet → Storage → Clear Cache, then reopen the app. Do not select Clear Storage or Clear Data.
  • Free up storage: Delete unused apps, photos, or files to ensure your device has adequate free storage.
  • Contact support before reinstalling: If the issue persists, record the exact error, device model, OS version, and Gem Wallet version and contact Gem Wallet support. Reinstalling is not a safe general troubleshooting step.
caution

On Android, uninstalling or clearing app data removes Gem Wallet's local password store, encryption keys, and wallet data. On iOS, reinstalling may not fix secure-storage problems because Keychain data can remain after app removal. Do not reinstall unless every affected wallet has a verified recovery backup and support specifically recommends it for the diagnosed issue.

Secure Storage or Startup Error​

Issue: Gem Wallet displays an error during startup because Android cannot safely read or migrate its encrypted password storage.

Gem Wallet stops the affected migration and displays the error instead of treating unreadable secure data as missing. This protects the existing password and wallet data from being silently replaced.

What to do:

  • Do not uninstall the app.
  • Do not clear storage or app data. Clearing the cache is a separate action and does not remove wallet data.
  • Do not repeatedly create or import another wallet to work around the error.
  • Record the exact error message, device model, Android version, and Gem Wallet version.
  • Restart the device once, reopen Gem Wallet, and check for an official app update.
  • Contact Gem Wallet through Settings > Support if the app remains accessible. If it is not accessible, use the official support link from How to Contact Gem Wallet Support Safely.

If you can still open the wallet, verify the recovery phrase backup before making any device or app changes. Gem Wallet support cannot reconstruct a missing phrase or decrypt damaged local storage remotely.

App Freezes or Becomes Unresponsive​

Issue:
The app opens but freezes on a particular screen, buttons become unresponsive, or the interface stops updating.

Common Causes:

  • Network connectivity issues: A weak or unstable internet connection can cause the app to hang while waiting for blockchain data.
  • Overloaded device memory: Too many apps running in the background can limit the resources available to Gem Wallet.
  • Large transaction history: Wallets with a very high volume of transactions may take longer to load certain screens.

Solutions:

  • Check your internet connection: Switch between mobile data and WiFi to see if connectivity is the issue.
  • Force close background apps: Close other apps running in the background to free up device memory.
  • Force close and reopen Gem Wallet: Fully close the app and reopen it to reset its state.
  • Restart your device: If the freeze is persistent, a device restart often resolves it.

App Running Slowly​

Issue:
Gem Wallet loads slowly, takes a long time to display balances, or lags when navigating between screens.

Common Causes:

  • Slow internet connection: Blockchain data fetching depends on your connection speed.
  • Network congestion: When the blockchain network is under heavy load, data may take longer to retrieve.
  • Outdated app: Older versions may not include performance improvements available in newer releases.

Solutions:

  • Check your connection: Test your internet speed and switch to a faster network if available.
  • Update the app: Install the latest version of Gem Wallet from the App Store or Google Play for the latest performance improvements.
  • Switch nodes: Go to Settings → Network, select the asset you are experiencing slowness with, and choose a node with a better response time.
  • Clear app cache only (Android only): Go to Settings → Apps → Gem Wallet → Storage → Clear Cache. Do not select Clear Storage or Clear Data.
tip

Switching to a faster node can significantly improve loading times for balances and transaction history.

App Not Updating Balances​

Issue:
Your wallet balance or transaction history appears outdated and does not reflect recent transactions.

Common Causes:

  • Poor internet connection: The app cannot fetch updated data without a stable connection.
  • Node connectivity issue: The node the app is connected to may be experiencing delays or downtime.

Solutions:

  • Pull to refresh: On the main wallet screen, pull down to manually trigger a refresh.
  • Check your internet connection: Ensure you have a stable WiFi or mobile data connection.
  • Switch nodes: Go to Settings → Network, select the affected asset, and choose a different node.
  • Verify on a blockchain explorer: If balances still look wrong after refreshing, check your address directly on a blockchain explorer using the links here to confirm the true on-chain balance.

App After Phone Upgrade or Reset​

Issue:
After upgrading to a new phone, performing a factory reset, or reinstalling the app, your wallets no longer appear in Gem Wallet.

Solution:
Gem Wallet is non-custodial — your wallet data is not stored on Gem Wallet's servers or automatically backed up to the cloud. To restore your wallets, you will need your Secret Recovery Phrase for each wallet.

  • Restore your wallet: Open Gem Wallet, tap Import Wallet, and enter your Secret Recovery Phrase. All associated accounts and balances will be restored automatically.
  • Multiple wallets: If you had more than one wallet, you will need to import each one separately using its own Secret Recovery Phrase.
caution

If you do not have your Secret Recovery Phrase, your wallet cannot be recovered. There is no way to reset or bypass this — it is the only key to your funds. Always store it securely offline.

Other Issues or Need Further Assistance?​

If you're still facing challenges after trying these solutions or your issue is not listed above, go to Settings > Support in Gem Wallet. Share your device model, OS version, app version, and error messages with the AI chatbot.