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 you're noticing certain sites/apps not working correctly, try turning off Block Trackers temporarily:

  1. Open the Jumbo app.
  2. Tap the Online Tracking card.
  3. Switch the toggle in the Third-Party Trackers section from ON to OFF.
  4. For a visual step-by-step, tap the images below.

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 from OFF 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 the 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 the Family Protection card..
  4. Try sending 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 the Vault tab in Jumbo.
  • There is an alert on the Home tab (located at the very top). Dismiss it by tapping the notification.

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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