Getting startedFix a problem
Mova won't open, or your plan didn't build
Most of these screens mean Mova couldn't read something for a moment. Your plan and history are safe. Try again first; each screen offers the next step if that doesn't work.
Find the message you see, then follow the steps under it.
“Mova couldn’t open your account”
Something on this phone didn’t load. Your plan and history are safe in your account.
- Tap Retry.
- If it keeps happening, close Mova completely and open it again.
- Still stuck? Tap Sign out, then sign in again with the same method as before. Before you do: if there are changes from this phone that haven’t uploaded yet, they upload the next time you sign in on this phone. See Signing in and out.
During setup
| You see | What it means | What to do |
|---|---|---|
| We couldn’t restore your progress | The answers saved on this phone can’t be read. | Tap Start again. It takes about five minutes. |
| Your answers can’t be opened right now | They’re still saved on this phone. | Tap Try again in a moment. If you already have an account, you can Sign in instead. |
| Your plan didn’t finish building · Your answers are saved. | Something interrupted the build. | Tap Try again, or Back to my answers to check them first. |
| Your plan didn’t finish building · Some answers are missing. | A required answer is missing. | Tap Back to my answers, complete it, then build again. |
| We can’t build your plan in this version yet | Your answers need a newer version of Mova. | Update Mova in the App Store or Google Play, then tap Try again. |
Today or Plan won’t load
- Today can’t load right now or Your plan isn’t available right now: Your walks and progress are safe. Tap Try again in a moment. You can still start a Free Walk from Today or Workouts.
- Today’s plan isn’t ready: your steps and Free Walk still work. Tap Retry, or See Plan.
- Your plan isn’t ready yet: Mova is still setting up your plan. Everyday walking still counts in the meantime.
Membership checks
If Mova says We can’t confirm your membership or Checking your membership… for a long time, see Problems buying or checking your membership.
Still not working?
Contact support. If you can reach Profile & settings › Help & support, use Contact support there: it adds your app version and support reference so we can look into it.
Didn’t solve it?
Email support@movawalk.com. From the app, Profile & settings › Help & support › Contact support adds your app version and support reference.