Troubleshooting

If you run into any issues while using Jumbo, our recommendation is to first try hard-closing and reopening the app, which should solve a majority of issues. If that doesn't work, try some of the steps below.

  • No Internet connection:
    1. Make sure you only have one VPN service enabled. This includes Jumbo's Block Trackers.
    2. Disable Block Trackers from within the app.
    3. Delete the VPN profile, and re-enable Block Trackers.
  • Accounts aren't being scanned or posts aren't being archived:
    1. Disconnect and reconnect your account from Jumbo.
    2. Make sure push notifications for Jumbo are enabled.
    3. Leave Jumbo running in the background for a day.
  • Family invitations aren't working:
    1. Remove the person you invited, and resend the invitation.
    2. Tap the activation link within 24 hours of being sent.
    3. Make sure the invitee already has Jumbo installed before tapping the link.

If the issue you're experiencing isn't outlined above, check out our other tips below.


Jumbo's Block Trackers feature stops more than 400 major trackers from gathering your information as you browse the web and use apps.

Sometimes these trackers are necessary for a certain website or app to function correctly and are used for legitimate reasons, such as fraud prevention, so blocking them may cause sites/apps to not load properly.

If certain sites/apps are not working correctly, try turning off Block Trackers temporarily:

  1. Open the Jumbo app.
  2. Tap on My iPhone.
  3. Switch the toggle next to Block Trackers section to OFF.
  4. Or you can turn off individual trackers (third image).
  5. For a visual step-by-step, tap the images below.



Currently, Block Trackers won't allow your hotspot connection to work as intended, so we recommend turning the VPN off whenever you need to use your device as a hotspot.

To turn off Block Trackers:

  1. Open the Jumbo app.
  2. Tap My iPhone.
  3. Switch the toggle next to Block Trackers section to OFF.




If you're not able to connect your account to Jumbo:

  1. Hard-close (i.e. force quit) the Jumbo app.
  2. Wait 10 seconds.
  3. Reopen Jumbo, and try to connect your account again.

If your account is connected, but Jumbo is not completing its scan:

  1. Disconnect your account.
    • For iOS, tap Disconnect at the top.
    • For Android, tap the three vertical dots at the top > Disconnect.
  2. Hard-close the Jumbo app.
  3. Reopen Jumbo, and connect your account again.



Archiving can take some time, especially if the files in question are large. Leave Jumbo running in the background of your device for a day to give it ample time to get the job done.

If Jumbo still hasn't archived your posts after a day, try these steps:

  1. Disconnect your account.
    • For iOS, tap Disconnect at the top.
    • For Android, tap the three vertical dots at the top > Disconnect.
  2. Reconnect your account.
  3. Leave Jumbo running in the background for a day.
NOTE: To optimize the app's ability to archive posts in the background, make sure to enable push notifications as they can help ensure the app runs correctly in the background.



After you have archived posts, they are permanently deleted from the account and cannot be restored, with the exception of Instagram.

If you would like to backup your archives outside of Jumbo, we recommend you export them:

Steps for iOS

  1. Open the Jumbo app.
  2. Tap the Settings gear > Services.
  3. Select the service that you would like to enable backup for (e.g. Twitter).
  4. Tap Archive [X].
  5. Tap Choose Backup Location.
  6. Switch the toggles next to Dropbox and/or iCloud to ON.
  7. Tap Review.
  8. Review your archive settings, and then tap Delete and Backup.

Steps for Android

  1. Open the Jumbo app.
  2. Tap My Vault.
  3. Tap the icon of the service with the posts you would like to export.
  4. Tap Export in the upper righthand corner.



If the activation links for the Family Plan aren't working as intended, try these troubleshooting steps:

  1. Make sure both you and the invitee are on the latest version of Jumbo.
  2. Ask the invitee to uninstall and reinstall Jumbo.
  3. Remove and then add your invitee in My Family.
  4. Send the invitation again, and ask the invitee to tap the link as soon as possible. Links expire after a certain amount of time.



If you see a red badge notification appear on the app's icon, there are 2 possibilities:

  • There is new content in your Vault. Dismiss the notification by tapping My Vault tab in Jumbo.
  • There is an alert on your phone's Home tab (located at the very top). Dismiss it by tapping the notification.



If you run into any crashes while using Jumbo, our recommendation is to first try these common troubleshooting steps:

  • Force close and reopen Jumbo.
  • Make sure you are on the latest version of Jumbo (update via App Store/Play Store).
  • Restart your device.

However, if these troubleshooting steps don’t fix the crashing issues, please follow the steps below for the OS you are using so we can help!


  1. Navigate to your device's Settings > Privacy > Analytics & Improvements > Analytics Data.
  2. Scroll through this list to find Jumbo events. The list should be alphabetical.
  3. Tap one of these events; preferably the latest one.
  4. Tap the share icon at the top right.
  5. Email it to [email protected] with your name in the subject line.



If you’re able to send a bug report before the app crashes, please follow these steps:

  1. Open the Jumbo app.
  2. Gently shake your device from side to side.
  3. Tap Yes.
  4. Fill out the prompt with your email address and a description of the issue.
NOTE: If you cannot send a bug report from the app, please reach out to us at [email protected].



If Jumbo's FAQ does not address a problem you encounter, let us know through a bug report:

  1. Open the Jumbo app.
  2. Gently shake your device from side to side.
  3. Tap Yes.
  4. Fill out the prompt with your email address and a description of the issue.


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