The app isn’t working on my device
Oh no! We’re here to help. Before reaching out to our support team, please try these steps in order:
1. Check you have the latest version of the app
Follow our How to check you’re on the latest version guide.
2. Delete and reinstall the app
This ensures you have the latest version installed.
If your school’s IT team needs to do this, you can try the next steps in the meantime.
3. Quit and reopen the app
Fully close it — don’t just minimise it.
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iPhone/iPad: swipe up from the bottom (or double-tap the Home button) and swipe the app off the screen.
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Android/Chromebook: use the recent apps button and swipe or close it.
4. Log out and log back in
This refreshes your account connection.
5. Check your internet connection
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Test on both your school Wi-Fi and mobile data (3G/4G).
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To test mobile data, tether your device to a phone hotspot.
Sometimes, school Wi-Fi may block our app with firewalls or run slowly.
6. Ask IT to check the network firewall
Your school network needs to allow connections to the following domains (whitelisted for both SSL and content):
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https://app-cms.nowpressplay.co.uk/– needed for all app content and user login -
https://npp-app-audio.s3.eu-west-2.amazonaws.com/– needed for streaming audio
If you’ve tried all the above and are still having issues, please contact support@nowpressplay.co.uk with:
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Your device type and OS version
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Your app version
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A description of the issue and when it occurs
Have any other questions? We’re here to help!
📧 Email us at: support@nowpressplay.co.uk
📞 Call us on: 0203 727 5592