Hi there! I see you’re having trouble with ads not playing in the Soulplay app on your iPhone running iOS 13.5.1. Let’s work through this together to get it sorted.

First, could you tell me a bit more? For example:
- Are ads not playing at all, or do they start but then stop or freeze?
- Does this happen consistently or just sometimes?
- Are you connected to Wi-Fi or using mobile data?
- Have you tried closing and reopening the app, or restarting your phone?

In the meantime, here are some common steps to try:

1. Check Network Connection: Make sure your internet connection is stable, as ads typically stream and need good connectivity. Try switching between Wi-Fi and mobile data to see if that helps.

2. Restart the App: Swipe up from the bottom (or double-click the Home button if your iPhone has one) to close Soulplay completely, then reopen it.

3. Restart Your iPhone: Sometimes a simple reboot clears temporary glitches.

4. Update the App: Check the App Store to confirm you have the latest version of Soulplay installed.

5. Check Ad Settings: Sometimes, ad blockers or privacy settings might prevent ads from playing. On iOS, go to Settings > Safari > Content Blockers and disable any ad blockers temporarily to test.

6. Clear App Cache/Data: iOS doesn’t have a direct cache clear option like Android, but you can try uninstalling the app and reinstalling it to reset app data (make sure to remember your login or saved data).

Please let me know which of these you’ve tried or if you notice anything else, and we can dig deeper if needed!

They won’t play at all and bring me to the original screen

Thanks for sharing that the ads won’t play at all and instead take you right back to the original screen in the Soulplay app. That sounds like a crash or a glitch happening when the app tries to load the ads.

Here’s what I recommend as next steps on your iPhone with iOS 13.5.1:

1. Force Close and Restart Soulplay: Double-click your Home button or swipe up and hold from the bottom to see all open apps, then swipe the Soulplay app up to close it fully. Reopen and try again to see if it behaves better.
2. Restart Your iPhone: Press and hold the power button, then slide to power off. Turn it back on after 30 seconds. This can help clear temporary glitches.
3. Update Soulplay: Go to the App Store, check if there’s an update available for Soulplay, and install it. Running an older app version may cause such issues.
4. Reinstall the App: Uninstall Soulplay (go long-press on the app icon until it wiggles, then tap X or “Remove App”), then reinstall it from the App Store. This refreshes the app data and can fix corrupted files.
5. Check for iOS Update: Since you’re on iOS 13.5.1, check Settings > General > Software Update to make sure your iOS version is up to date. Sometimes app compatibility issues arise with older system versions.
6. Network Check: Since ads need to load external content, try switching between Wi-Fi and mobile data to rule out network-related blocks.

If you go through those and it still returns to the original screen when the ad tries to play, it could be an issue on Soulplay’s end or with the ad provider. In that case, I can escalate this for you to our technical team to investigate further.

Would you mind trying these and letting me know how it goes? If you’ve already tried any, just tell me so I can avoid repeating steps!

Doesn’t work

Thanks for letting me know the earlier steps didn’t work. Since ads still won’t play and return you to the original screen, and you’re on iOS 13.5.1, it could be related to app permissions or a deeper app issue.

I found some related suggestions that might help:

1. Check App Permissions: Sometimes if Soulplay doesn’t have the necessary permissions (like storage or camera access), the app may malfunction or close when ads try to load. On your iPhone, go to Settings > Soulplay and make sure all necessary permissions are enabled. Even if ads don’t require camera, certain access could be tied to ad playback in the app2.

2. Keep an Eye on Updates: Soulplay developers have addressed similar playback issues in prior updates, so making sure you have the latest app version is important. Sometimes older iOS versions can cause compatibility problems with newer app updates, but updates might have fixes targeted at iOS 13.5.1 specifically4.

3. Reinstall After Revoking Permissions: A fresh reinstall after ensuring permissions are properly set before reinstalling can sometimes resolve corruption or glitches that a simple reinstall misses.

4. Try Logging Out and Back In: If the app supports user accounts, logging out and then back in can refresh your session and sometimes fix unusual behavior.

5. Reach Out to Support: If you continue hitting a wall, I recommend contacting Soulplay’s support at [email protected] with details including your device model, iOS version, and a description of the ad issue. The technical team can investigate if this is a known bug or something specific to your device.1.

Would you like me to guide you through checking permissions or logging out? Or do you want me to help draft a support message to Soulplay on your behalf? Let me know how you want to proceed!