Stuck loading screens
If the Mallow loading overlay stays on screen and won’t go away, the app automatically reports the issue and reloads the page after about 90 seconds. You do not need to manually refresh.
What happens during a stuck loader
If the overlay remains visible for roughly 90 seconds, Mallow:
Sends a diagnostic report to the backend so the team can investigate.
Waits a brief moment, then reloads the page automatically.
There is no separate warning or confirmation dialog before the reload. After the page refreshes, you can sign back in and resume where you left off.
If the page keeps getting stuck
After the automatic reload, the app should return to normal. If the loading overlay keeps appearing and getting stuck repeatedly:
Check that your internet connection is stable.
Close any other browser tabs or apps that might be consuming bandwidth.
Make sure you are using a supported browser and that it is up to date.
If the problem persists, contact [email protected]. The automatic report already gives the team a head start on diagnosing the cause.
What the support team sees
When the stuck-loader failsafe triggers, Mallow generates a backend report that includes the page you were on and how long the loader was visible. This helps the support team identify whether the issue is widespread or specific to your session.