We're aware that a recent iOS update is causing Hoopla to crash for some patrons, and we're sorry for the disruption to your reading, watching, and listening.
While we work on a permanent fix, here's a temporary workaround that's resolved the issue for most affected patrons:
- Delete the Hoopla app from your device
- Restart your device
- Reinstall Hoopla from the App Store
We've submitted an updated version of the app to Apple for review, and we're actively monitoring that process. We don't have an exact timeline to share yet, since review times are outside our control, but we'll be sure to share with you as soon as the fix is live.
Thank you for your patience,
Your Hoopla Digital Team
Thank you for contacting us. We're sorry to hear you're having trouble accessing Hoopla on your mobile device. We have a suggestion that should help resolve the issue. Could you please follow the exact steps of uninstalling the app, restarting your device, and then reinstalling the app to see if that fixes the problem? Please note that this will remove any titles you've downloaded for offline use, and you'll need to download them again.
To uninstall Hoopla, hold your finger on the app icon that appears on your phone's home screen for a few seconds. You will then see an option labeled "Delete App". Once deleted, please restart your device by holding the top volume button and screen lock button at the same time, and an option to restart your phone will appear on the screen. To turn your phone back on, after 10-15 seconds hold the screen lock button for a few seconds. Once your phone has rebooted, you can redownload the app from the App Store.
We understand your concerns with following this troubleshooting step. If you uninstall Hoopla, reboot your device, then reinstall Hoopla, you will not lose any borrow history, favorites history, or access to titles you have currently borrowed. The only thing that will occur is that you would need to redownload any titles you have currently borrowed if you had them downloaded for offline use.
If you had attempted to uninstall the app, but the app is still saying "Open" in the app store when you proceed to reinstalling the app, we believe what occurred is that while you had attempted to uninstall the app from your phone, you had only deleted the app from your home screen. To complete the uninstall of the app, open Settings, tap General, select iPhone Storage, find and tap the Hoopla app, and then tap Delete App to confirm. After completing this, please reboot your phone before reinstalling the app again. Once your phone has restarted, you can then reinstall the app.
If you cannot delete the app because the option is greyed out or missing, a security restriction is likely turned on. To disable this:
Open Settings.
Tap Screen Time.
Tap Content & Privacy Restrictions.
Tap iTunes & App Store Purchases.
Tap Deleting Apps and set it to Allow.
We apologize for any inconvenience this has caused. If after completing this troubleshooting and you are still unable to access Hoopla, please let us know and we will continue to investigate.
