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DCENT App Won’t Open / App Crashes / App Freezes

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This article provides basic troubleshooting steps if you experience any of the following issues while using the DCENT app:

  • The app does not open

  • The app closes unexpectedly

  • The app screen freezes or becomes unresponsive

  • A “Disconnected” or “Network Error” message appears

    (e.g., “Disconnected internet”, “Check your network status”)

[Check the Minimum Supported OS Version for the DCENT App]​

To ensure stable operation of the DCENT app, your smartphone’s operating system (OS) must meet the minimum supported version.

  • iOS: 15.5 or higher
  • Android: 9.0 or higher

※ If your OS version is lower than the minimum requirement, the app may fail to launch, crash, or behave unexpectedly.

[What to Do If the App Crashes or Freezes]​

1. Fully close and reopen the app

  • Open the recent apps / multitasking screen on your smartphone and fully close the DCENT app.
  • Then reopen the app and check if the issue is resolved.

※ The method for fully closing apps may vary depending on your device (Android or iOS).

2. Restart your smartphone

  • Power off your smartphone completely, then turn it back on.
  • After restarting, launch the DCENT app and check if it works normally.

1. Check your network connection

  • Make sure your current network (Wi-Fi or mobile data) is working properly.
  • Try accessing the internet using a browser or another app to confirm connectivity.

2. Try switching to a different network

  • If you are on Wi-Fi: Try another Wi-Fi network or switch to mobile data (3G, LTE, 5G).
  • If you are on mobile data: Try switching to a Wi-Fi network.

3. Disable VPN if it is enabled

  • If a VPN is active, it may block access to some servers.
  • Please disable your VPN and try again.
  • If you are using an ad-blocking app (such as AdGuard, AdBlock, Blokada, etc.) or a DNS filtering app, it may interfere with the DCENT app’s server connection. Please disable the app and try again.

※ As long as the smartphone you are using is connected to a network (Wi-Fi or mobile data),
you can access DCENT freely regardless of your country, mobile carrier, or whether the phone is activated (with or without a USIM).
However, please note that access may be restricted in certain countries or by specific carrier policies.

[If the Issue Persists]​

If the problem continues after checking all the steps above, please submit a 1:1 inquiry with the information below. Our support team will review your case and get back to you as soon as possible.

Go to 1:1 inquiry

Please include the following information:

  1. Phone model: e.g., Galaxy S20, iPhone 11
  2. Wallet type in use: DCENT X / Biometric Wallet / DCENT S Card / All-in-One Card / App Wallet
  3. OS version (Android / iOS): e.g., iOS 14.7
  4. DCENT app version:
    → If the app opens: DCENT app > [Setting] > App Info
    → If the app does not open: Search for “DCENT” in the Play Store or App Store and check the installed app version
  5. Screenshots or a video showing the issue
  6. Are your recovery words (24-word mnemonic code) stored safely?

※ DCENT Support will never ask for your recovery words.
Your recovery words are not stored on any server and must be kept safe by you at all times.