Subscription Not Loading or Subscribe Button Not Working in the App

If you're trying to subscribe in the app but the product list won't load, stays stuck on “Loading,” or you see a message like “Product info not available”, don't worry—this is usually a temporary connection issue between the app and the Apple/Google subscription servers.

In most cases, it can be resolved quickly by following the troubleshooting steps below.

For iOS Users (iPhone)

Step 1: Confirm the App Store is Working

1. Force-close the Kiwibit app (swipe it away from the app switcher)
2. Open the App Store
3. Try searching for any app and open its page to confirm that images and details load normally

   • If the App Store doesn't load properly:

     This usually means there's a connection issue on your device or network. Please switch networks (for example, Wi-Fi → cellular data, or try a different Wi-Fi), then reopen the Kiwibit app and try subscribing again.

   • If the App Store loads normally:

     Proceed to Step 2.

Step 2: Disable VPN or Proxy Settings

VPN or proxy configurations are one of the most common reasons subscription pages fail to load.

Check VPN

1. Open Settings > VPN

2. Make sure the VPN status is Off

   • If it shows Connected, manually disconnect it first.

Check Wi-Fi Proxy & DNS

1. Open Settings > Wi-Fi

2. Tap the blue “i” icon next to your connected network

3. Scroll down and confirm:

• HTTP Proxy is set to Off

• Configure DNS is set to Automatic

If DNS is not automatic, switch it back.

After making these changes, force-close the Kiwibit app and reopen it before trying again.

Step 3: Sync Your Date & Time

Incorrect system time can prevent secure connections to Apple's subscription servers.

1. Open Settings > General > Date & Time

2. Turn on Set Automatically

3. If it's already enabled, toggle it off and back on to refresh the sync

Step 4: Reset Network Settings (Last Resort)

If your phone previously used VPN or proxy tools, leftover network settings may still cause issues.

It will not delete personal data such as photos or contacts.

1. Open Settings > General.
2. Scroll down and tap Transfer or Reset iPhone
3. Tap Reset
4. Select Reset Network Settings

5. Enter your device passcode to confirm

   Your iPhone will restart. After rebooting, reconnect to Wi-Fi and try subscribing again.
    

For Android Users (Example: Samsung Devices)

Step 1: Confirm the Google Play Store is Working

1. Force-close the Kiwibit app (remove it from Recent Apps)

2. Open the Google Play Store

3. Try searching for any app and open its page to confirm that images and details load normally

If the Google Play Store doesn't load properly:
This usually means there is a connection issue on your device or network. Please switch networks (for example, Wi-Fi → mobile data, or try another Wi-Fi network), then reopen the Kiwibit app and try again.

If the Google Play Store loads normally:
Proceed to Step 2.

Step 2: Disable VPN or Proxy Settings

VPNs and DNS/proxy configurations are common reasons subscription pages may fail to load.

Check VPN

1. Open Settings > Connections > More connection settings

2. Tap VPN

3. Make sure VPN is set to None or Disconnected

   If a VPN is active, please disconnect it manually.

   Check Private DNS

   1. In the same menu, tap Private DNS

   2. Ensure it is set to Automatic (or Off, depending on your device)

   If it is set to a custom DNS provider, switch it back to Automatic.

   After making these changes, force-close the Kiwibit app and reopen it before trying to subscribe again.

Step 3: Sync Your Date & Time Settings

Incorrect system time can prevent secure connections to Google's subscription servers.

1. Open Settings > General management > Date and time

2. Make sure both of the following are enabled:

• Automatic date and time

• Automatic time zone

  If they are already turned on, toggle them off and back on to refresh the time sync.

  After syncing, force-close the Kiwibit app and try subscribing again.

  

Step 4: Reset Network Settings (Last Resort)

1. Open Settings > General management

2. Tap Reset

3. Choose Reset network settings

   • On some devices, you may see Reset Wi-Fi, mobile & Bluetooth

4. Follow the on-screen prompts to confirm

After the reset, reconnect to Wi-Fi (or use mobile data), then open the Kiwibit app and try subscribing again.

Note: The steps above are based on a Samsung device. Menu names and paths may vary slightly depending on your Android phone model and system version.

Have Questions or Need Help?

• Phone Support: Need help right away? Call us at +1 (888) 831-8803 (Monday to Friday, 10 AM – 6 PM PT).
• Email or In-App Support: Have questions or need assistance? You can email us directly at support@kiwibit.com, or open the app and go to Account > Request Help to send us a message.
• Live Chat or Leave a Message: Click or tap the chat button at the bottom-right corner of this page. You can chat with us live when we're online, or leave a message if we're away — we'll get back to you as soon as possible.