I can’t purchase from the app

Make sure you don’t have an active restriction on buying in-app purchase products.

You can find out more information about where this is set and how to enable them here: https://support.apple.com/en-gb/HT204396


Obtaining a Console Log

Google Chrome
  • On Google Chrome, click on the three dots from the upper-right corner of the web browser.
  • Then, click on More tools > Developer Tools. The Developer Tools panel opens.
  • From the Developer panel, select the Console tab.
  • Click on the Cog icon to open the Console settings.
  • From the Console settings, click on the Preserve log checkbox and Log XMLHttpRequests.
  • Next, click on the Clear button. This is to start clean when reporting an issue.
  • Try to repeat the issue you have observed. The network activity will be recorded.
  • Once you have repeated the issue, right-click on the Console panel. A context menu will open.
  • From the context-menu, click on the Save as menu.
  • Save the .log file to your computer and attach to your email for our Support team at support@pocketcasts.com.
Mozilla Firefox
  • On Mozilla Firefox, click on the hamburger icon from the upper-right corner of the web browser.
  • Then, click on Web Developer > Toggle Tools. The Developer Tools panel opens.
  • From the Developer panel, select the Console tab.
  • Next, click on the Persist log checkbox.
  • Enable both Debug and XHR filters.
  • Then, click on the Clear button. This is to start clean when reporting an issue.
  • Try to repeat the issue you have observed. The console activity will be recorded.
  • Once you have repeated the issue, right-click on the Console panel. A context menu will open.
  • From the context-menu, click on the Select all menu.
  • Then, open the context-menu again, and click on the Copy message menu.
  • Open a text editor and paste the log that you have copied.
  • Save the file as a text file with .txt extension to your computer and attach to your email for our Support team at support@pocketcasts.com.
Apple Safari Enable Apple Safari Develop menu Apple Safari includes a Develop menu that is disabled by default. The Develop menu provides additional tools in troubleshooting issues in the web player. Following this guide will help you enable the Develop menu from your web browser.
  • Start Apple Safari.
  • Click on the Safari menu and choose Preferences.
  • Click on the Advanced tab.
  • On the Advanced tab, click on the checkbox to Show Develop menu in menu bar.
  • Ensure that the Develop menu is visible between the Bookmarks and Window menus.
  • Then, close the Preferences window.
Proceed with the Console log
  • On Apple Safari, click on the Develop menu.
  • Then, click on Show Web Inspector. The Developer panel opens.
  • From the Developer panel, click on the Console tab.
  • Ensure that the filter for All is selected.
  • Next, click the checkbox for Preserve Log.
  • Then, click on the Clear Network Items button.
  • Try to repeat the issue you have observed. The console activity will be recorded.
  • Once you have repeated the issue, select all and copy the entire contents of the console activity.
  • Then, paste the contents into a text editor and save to your computer.
  • Send the log file to the Support team at support@pocketcasts.com for analyses.
Microsoft Edge
  • On Microsoft Edge, click on the three dots icon from the upper-right corner of the web browser.
  • Then, click on More tools > Developer Tools. The Developer Tools panel opens.
  • From the Developer panel, click on the Console tab.
  • Next, click on the Preserve log checkbox.
  • Ensure that the All filter is selected.
  • Then, click on the Clear button (or CTRL-L from the console page). This is to start clean when replicating an issue.
  • Reproduce the issue that you have observed.

Note: The console activity records all events during the session. Moreover, you may also need to click on the triangle icon of a recorded activity to show additional logging information useful for troubleshooting.

  • Next, click and highlight all entries from the Console tab.
  • Then, right-click and choose the Copy menu.
  • Open a text editor and paste the log that you have copied.
  • Save the file as a text file with .txt extension to your computer and attach to your email for our Support team at support@pocketcasts.com.

Obtaining an HAR file

Google Chrome
  • On Google Chrome, click on the three dots from the upper-right corner of the web browser.
  • Then, click on More tools > Developer Tools. The Developer Tools panel opens.
  • From the Developer panel, select the Network tab.
  • Click on the Preserve log checkbox.
  • Then, click on the Clear button. This is to start clean when reporting an issue.
  • Next, ensure that the Record button is read. Otherwise, click on the Record button if it’s grey.
  • Try to repeat the issue you have observed. The network activity will be recorded.
  • Once you have repeated the issue, right-click on the Network panel. A context menu will open.
  • From the context-menu, click on the Save all as HAR with content and save the file to your computer.
  • You may compress the HAR file to a zip file and attach to your email for our Support team.
  Mozilla Firefox
  • On Mozilla Firefox, click on the hamburger icon from the upper-right corner of the web browser.
  • Then, click on Web Developer > Toggle Tools. The Developer Tools panel opens.
  • From the Developer panel, click on the Network tab.
  • Next, click on the Persist log checkbox.
  • Then, ensure that the Record button is read. You may need to reload the page.
  • Next, click on the Clear button. This is to start clean when reporting an issue.
  • Try to repeat the issue you have observed. The network activity will be recorded.
  • Once you have repeated the issue, right-click on the Network panel. A context menu will open.
  • From the context-menu, click on the Save All as HAR and save the file to your computer.
  • You may compress the HAR file to a zip file and attach to your email for our Support team.
  Apple Safari Enable Apple Safari Develop menu Apple Safari includes a Develop menu that is disabled by default. The Develop menu provides additional tools in troubleshooting issues in the web player. Following this guide will help you enable the Develop menu from your web browser.
  • Start Apple Safari.
  • Click on the Safari menu and choose Preferences.
  • Click on the Advanced tab.
  • On the Advanced tab, click on the checkbox to Show Develop menu in menu bar.
  • Ensure that the Develop menu is visible between the Bookmarks and Window menus.
  • Then, close the Preferences window.
Proceed with the HAR file
  • On Apple Safari, click on the Develop menu.
  • Then, click on Show Web Inspector. The Developer panel opens.
  • From the Developer panel, click on the Network tab.
  • Ensure that the filter for All is selected.
  • Next, click the checkbox for Preserve Log.
  • Then, click on the Clear Network Items button.
  • Try to repeat the issue you have observed. The network activity will be recorded.
  • Once you have repeated the issue, click on the Export button on the top right in the window of the Network tab.
Microsoft Edge
  • On Microsoft Edge, click on the three dots icon from the upper-right corner of the web browser.
  • Then, click on More tools > Developer Tools. The Developer Tools panel opens.
  • From the Developer panel, click on the Network tab.
  • In the Content type filter, ensure that the All checkbox is selected.
  • Then, ensure that the Start Profiling session button is started.
  • Next, click on the Clear session button. This is to start clean when reporting an issue.
  • Try to repeat the issue you have observed. The network activity will be recorded.
  • Once you have repeated the issue, click on the Export as HAR button and save the file to your computer.
  • You may compress the HAR file to a zip file and attach to your email for our Support team.

Playback pausing randomly (or when screen is locked)


We’ve had reports of playback issues where episodes pause randomly on some Android devices. This problem may be due to the battery optimisation settings on some models. While battery optimisation helps conserve battery power on your device, the feature can also cause problems with apps, including Pocket Casts, by placing apps in Doze mode or App Standby.

We have compiled a list of affected devices and provided instructions as troubleshooting steps to bypass battery optimisation. Please also ensure that you are running the latest version of the app for improvement and stability.

Due to the different customisations of manufacturers, we are unable to test with every device, so the steps and screenshots are provided as a guide and we encourage you to please try to find similar settings on your own phone.

If you are still having trouble, please get in touch with us at support@pocketcasts.com.

Samsung Battery Optimisation

The Instructions below have been tested on the S9, Note9, S10 and Note10 (and various variants of those). In most cases the first step Turn off Optimisation for Pocket Casts is all you should need to do.


Turn off App Optimisation for Pocket Casts

Step 1. Open the Settings app

Step 2. Tap Apps

Step 3. Find Pocket Casts in the list and tap on it (you may have to change the Filter at the top to ‘All’ to see it)

Step 4. Tap Battery

Step 5. Turn off Optimise battery usage

Check Power Mode

Step 1. Tap Settings
Step 2. Tap Device Care
Step 3. Tap Battery
Step 4. Tap Power Mode
Step 5. Turn off Power Mode settings from Optimised to High performance, or adjust according to preference.


Check Additional Battery Settings

Step 1. Tap Settings
Step 2. Tap Device Care
Step 3. Tap Battery
Step 4. Tap the three dots on the upper-right corner of your screen.
Step 5. Switch off Adaptive Battery.
Step 6. Switch off Put unused apps to sleep
Step 7. Check on the Sleeping apps menu if Pocket Casts is listed and remove.
Step 8. Check on the Disabled apps menu if Pocket Casts is listed and remove.

Excluding Memory Optimisation from Device Care

Sometimes Device Care automatically force-quit Pocket Cast during playback. However, you can add Pocket Cast to the exclusion list.

Step 1. Tap Settings
Step 2. Tap Device Care
Step 3. Tap Memory
Step 4. Tap the three dots on the upper-right corner of your screen.
Step 5. Tap Apps that aren’t checked
Step 6. Add Pocket Casts to the exclusion list.

Huawei Battery Optimisation

The instructions on this article are demonstrated on a Huawei Honor 8X with Android version 9.


Check Battery Settings

Step 1. Tap Settings
Step 2. Tap Battery
Step 3. Tap App Launch
Step 4. Search for Pocket Casts app.
Step 5. Switch off Power consumption alert.
Step 6. Ensure Stay connected when device sleeps is enabled.



Check App Special Access

Step 1. Tap Settings
Step 2. Tap Apps
Step 3. Tap Apps
Step 4. Tap the three dots on the upper-right corner of your screen.
Step 5. Tap Special Access
Step 6. Tap Battery optimisation
Step 7. Tap All apps
Step 8. Search for Pocket Casts app
Step 9. Tap the Pocket Casts app.
Step 10. Choose Optimise


Starring episodes

Adding a star to an episode will prevent it from being automatically deleted according to your Auto Archiving settings. You can find this action in the player toolbar options which can be customized to include the four most used actions in the toolbar and the rest are only a tap away.

To add a star to the currently playing episode

  1. Tap the mini player
  2. In the full player screen tap the star icon ☆ from the toolbar (which can be customized)

To add a star to individual episode from podcast page or filter

  1. Tap the episode row
  2. Tap the star icon ☆ in the top right

To organise your starred episodes for podcasts you’re subscribed to

  1. Group Episodes within a podcast On a podcast’s page tap the three dot menu > Group Episodes > select Starred.
  2. Create a Filter Tap Filter > follow the steps to create and configure + New Filter > tap Starred.
Note:

Profile > Starred is where you can see all your starred episodes from subscribed and unsubscribed podcasts.

Note:

user added files cannot be starred


SD cards

Pocket Casts supports saving episode data to your local SD card.

To configure Pocket Casts to use your SD Card:

  • Tap the “Profile” tab.
  • Tap on the gear icon on the upper-right corner of your screen to open the “Settings” page.
  • Scroll down to “Storage & data use” and tap on the menu item.
  • Tap on “Store podcasts on” and choose your SD Card.

SD cards are a common cause of download or playback issues like:

  • Download errors
  • Write/read permission errors
  • Distorted playback
  • Playback of incorrect files
  • Unreliable skip and scrubbing
  • Asynchronous audio and video

Some common solutions to SD card issues:

  • Remounting
  • Reformatting
  • Checking that your SD is not in ‘read-only’ mode
  • Replacing your SD card
  • Refer to your device manufacturer’s user manual.
Warning:

The Pocket Casts app must be installed locally on your device. Moving the application to an SD card may result in data loss. The SD Card can only be used to store downloaded files.


Managing downloaded files

We like things downloaded on the device until we run out of space. You can automatically delete the downloaded files once you are done via archiving, however if you like a more manual way to clear and manage the storage, you can.

To remove an individual downloaded file:

  • Tap on an episode row and in the episode card,  tap the green tick ✓ to remove a download file from the episode

To delete bulk downloaded files:

  1. Tap Profile
  2. Go to Storage & data use
  3. Manage downloaded files
  4. Choose from Unplayed, In progress, Played
  5. Tap Delete episodes

 

Note:

Toggle the Include starred option to delete the file of starred episode.

Pro Tip:

Manage downloaded file option can also be found under – Profile 👤 > downloads > vertical ellipsis 


Managing downloaded files

We like things downloaded on the device until we run out of space. You can automatically delete the downloaded files once you are done via archiving, however if you like a more manual way to clear and manage the storage, you can.

To remove an individual downloaded file:

  • Tap on an episode row and in the episode card,  tap the green tick ✓ to remove a download file from the episode


To delete bulk downloaded files:

  1. Tap Profile
  2. Go to Storage & data use
  3. Downloaded files
  4. Toggle on Unplayed, In progress, or Played
  5. Tap Clean up

Note:

Toggle the Include starred option to delete the file of starred episode.

Pro Tip:

Clean up option can also be found under – Profile 👤 > downloads > … three dot menu 


Google Assistant voice commands

Pocket Casts supports Google Assistant voice commands to control playback.

Trigger the Assistant by long pressing the home button, or saying ‘Ok Google’. Once you do here are some things you can say:

  • ‘Play [podcast name] on Pocket Casts’
  • ‘Play [filter name] on Pocket Casts’
  • ‘Pause Playback’
  • ‘Resume Playback’

Note:

The Google Assistant is available on select devices running Android 7 or above. Most of the commands above should also work with the old Google Now search box that comes on phones before that time.


Web and Desktop apps

For those that work on a laptop, tablet or desktop you might prefer a bigger screen experience. We have a browser based Web Player for this purpose.

Pocket Casts is available as a desktop app for Mac and Windows 10.