To use Pocket Twin, you need a stable data connection and sufficient free storage space on your device.
Depending on your usage environment, the app may be unable to load data partway through, which can cause the app to stop responding or result in delays when actions are processed.
If the app is not functioning properly, please try the methods listed on this page in order from top to bottom.
1. Restart Pocket Twin
2. Close other apps that are running
3. Restart your device (OS reboot)
4. Review your usage environment
5. Check your app and OS version
6. Check your security app settings
7. Test your internet connection speed
★ If restarting the app or device and clearing the cache does not resolve the issue, please try “Download All Data.”
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Restarting Pocket Twin
Please restart the Pocket Twin app by following the steps below.
■iOS
1. Press the Home button at the bottom center of your device twice in quick succession.
2. The apps that are currently running will be displayed.
3. While touching the Pocket Twin screen, swipe it upward to close Pocket Twin.
4. Press the Home button to return to the Home screen.
5. Restart Pocket Twin.
■Android
1. Press the Multitasking button at the bottom left of your device.
2. The apps that are currently running will be displayed.
3. While touching the Pocket Twin screen, swipe it upward to close Pocket Twin.
4. Press the Home button to return to the Home screen.
5. Restart Pocket Twin.
※The procedure may vary depending on your device model. If you have further questions, please contact your device manufacturer.
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Closing other apps that are running (closing background apps)
If your device does not have enough available memory while playing Pocket Twin, the app may fail to load data correctly and may close. In this case, closing other apps that are running may improve the situation.
Please refer to the instructions below on how to close running apps.
■iOS
1. Press the Home button at the bottom center of your device twice in quick succession.
2. The apps that are currently running will be displayed.
3. While touching the app you wish to close, swipe it upward to close it.
■Android
1. Press the Multitasking button at the bottom right of your device.
2. The apps that are currently running will be displayed.
3. While touching the app you wish to close, swipe it upward to close it.
※ The procedure may vary depending on your device model. If you have further questions, please contact your device manufacturer.
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Restarting your device
Please restart your device by following the steps below.
※ Turn off the smartphone or tablet on which you use Pocket Twin, then turn it back on.
■iOS
Press and hold the Sleep/Wake button at the top right of your iPhone → turn off the device.
→ Perform the same operation again to turn the power back on and complete the restart.
※ The procedure for turning the power on and off and the location of buttons may vary depending on the model.
■Android
Press and hold the Power/Screen Lock key and the lower side of the Volume key at the same time → turn off the device.
→ Perform the same operation again to turn the power back on and complete the restart.
For Xperia Z3 (SO‑01G), press and hold the button for about 2 seconds, and for GALAXY S5 (SC‑04F), press and hold it for about 8–10 seconds.
※ The procedure may vary depending on your device model. If you are unsure how to operate your device, please contact the device manufacturer.
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Reviewing your usage environment
Please review the following: your communication environment, whether any data restrictions are in place, and the recommended environment.
If your device does not have enough working memory, the app is more likely to experience operational issues.
※ “Working memory” here does not refer to free storage (available disk space).
Please check details about your device’s working memory with the store or retailer where you purchased it.
※ Deleting photos or other data stored on your device will only increase available storage capacity.
【Communication environment】
In the following situations, your communication environment may not be stable:
1. Enclosed indoor areas or underground locations (such as subways)
2. While traveling at high speed (by train, car, etc.)
3. Under high‑voltage power lines
4. When using free Wi‑Fi
※ Even if your device indicates that the connection status is good, the actual communication quality may still be unstable.
※ There may be other situations in which communication is not stable.
※ Free Wi‑Fi networks may have many users connected, which can significantly reduce communication speed.
【If your connection is unstable, please also try the following】
1. Turn your Wi‑Fi connection off and on
2. Switch Wi‑Fi frequency bands (some routers provide both 2.4 GHz and 5 GHz bands)
3. If you are using Wi‑Fi, restart your router
※ For details on how to reboot your router, please refer to the router’s user guide or contact the manufacturer.
【Data speed restrictions】
If a data speed limit has been applied to your device, Pocket Twin may not function properly.
Example) For some carriers such as docomo, if you exceed your allotted data volume, your upload and download speeds may be limited to a maximum of 128 kbps until the end of the month.
※ For details about any data speed restrictions, please contact your mobile carrier.
【Recommended environment】
Please refer to “Launching the App > Supported devices and OS versions.”
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Version Check
【Checking your device OS version】
Please check whether your device’s OS version meets the recommended environment described above.
If it does not, please try updating to the latest OS version.
※ Immediately after a new OS version is released, Pocket Twin may not operate correctly.
Please check in‑app notices and update information for details about supported versions.
【How to update your OS】
■iOS
Go to Settings > General > Software Update on your device to run the update.
■Android
Go to Settings > About phone/tablet > Software update > Check for updates on your device to run the update.
※ For iOS devices, please be sure to back up your iPhone data beforehand.
※ On some models, OS updates may not be available.
※ For details, please refer to your device manual or contact the device manufacturer.
【Checking your Pocket Twin app version】
If Pocket Twin is not up to date, we recommend updating the app.
You can check the latest app version on the Pocket Twin page in the App Store or Google Play Store.
You can check the version of Pocket Twin installed on your device by following the steps below.
■iOS
Open the App Store app, and check Pocket Twin under the Updates section at the bottom right of the screen.
※ If an “Open” button is displayed on the right, the app has already been updated to the latest version.
※ If an “Update” button is displayed on the right, you can tap it to update to the latest version.
■Android
On your device, go to Settings > Apps > Downloaded > Pocket Twin to check the app information.
Please update the app as follows:
1. Search for “Pocket Twin” in the Google Play Store or check it in the Updates list
2. Then follow the on‑screen instructions on your device to run the update.
※ The method for checking the version may differ depending on your device.
※ If your device OS meets the supported criteria but you are still unable to update, please try clearing the cache for Google Play Store.
However, note that this may affect Google Play Store settings or other apps, so please perform this at your own discretion. This is not covered by our customer support.
Because this may affect Google Play Store settings or other apps, please proceed with caution.
▼ How to clear the Google Play Store cache
On your device, go to Settings > Apps > Google Play Store > Clear cache.
※ Be careful not to tap “Uninstall updates.”
※ The exact steps may vary depending on your device’s OS version.
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Security app settings
If a security app is installed on your device (smartphone or tablet), Pocket Twin may not function properly.
Turning certain settings in the security app off may resolve the issue; however, any changes to security app settings must be made at your own discretion, and we cannot take responsibility for any problems that may arise as a result.
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Internet speed test
If your download speed is around 10 Mbps or lower, errors may be more likely to occur.