If Karma is slow, frozen, or not showing the latest information, protect any payment in progress first. Then refresh the app, update it, and gather the details support needs.
If a payment was in progress
Do not submit the payment again until you know whether the first attempt completed.
- Open Activity and look for the order.
- Check your bank or payment app for a completed charge, a reservation, or no transaction.
- If you were charged but the order does not appear, follow Payment completed but your order is missing.
- If two orders or charges appear, open the affected order in Activity and start a support conversation.
This avoids creating another order while the first payment is still being confirmed.
Refresh the app
- Leave the screen open for a few seconds if it says Confirming your order….
- Pull down to refresh on screens that support it.
- Close Karma completely, then open it again.
- Confirm that your device has a working internet connection.
When the refresh works, the latest locations, items, order status, or account information appears.
Update Karma
- Open the App Store or Google Play.
- Search for Karma.
- Select Update when an update is available.
- Open Karma again after the update finishes.
Updates contain fixes for known app and checkout problems. Your orders and saved information remain connected to the account you use to sign in.
Check the account you are using
Order history, favourites, and saved payment methods belong to your Karma account.
- Open your profile from the avatar in Karma.
- Check the email address or phone number shown for the account.
- Sign in with the same method you used for the missing information.
If you previously used another email address, phone number, Apple account, or Google account, tell support. Do not create repeated test orders to find the right account.
Contact support from Karma
If the problem continues, open your profile and select Help & Support, then start a New conversation. Include:
- what happened and what you expected;
- the screen where it happened;
- the approximate time;
- your phone model and operating-system version;
- the Karma version shown in the app settings;
- a screenshot of the error, with unrelated personal information hidden.
For an order or payment problem, choose the matching category and attach the affected order when Karma asks. Never send a full card number, password, or verification code.