Offline banner showing for one user on both iOS and Android — works fine for other testers

Need help
1

Hi all,

We’re seeing an issue with our native mobile app (built via Bubble Go/BDK) where one specific client is consistently seeing an “offline” banner and the app is non-functional, on both their iPhone and their Android device. The app works completely fine for our own team (testing from Pakistan and the UK) and for internal testers on Google Play, on the same build.

Since it’s failing for this one user across both iOS and Android, we suspect it may be something server-side or account/region related rather than a device issue. Details:

  • App is built with Bubble Go (native wrapper)
  • Client sees the offline banner and no functionality loads
  • Confirmed failing on both their iOS and Android devices
  • Works fine on our devices and other internal testers (different networks/regions)
  • Not resolved by checking date/time, WebView updates, VPN/DNS settings, etc.

Has anyone run into something like this? Could this be related to:

  • Regional/ISP-level blocking of Bubble’s backend for a specific country or network?
  • Rate limiting or an account-level restriction affecting this user’s requests?
  • A CDN/edge routing issue affecting a specific location?

Any guidance on how to check server logs for a specific user’s failed requests, or things we should ask the client to test, would be really appreciated.

Thanks!

2

Hi Ahad — since it’s the same user on both devices and you’ve already ruled out date/time and VPN/DNS, the fastest way forward is to separate “network path” from “account” from “platform”. Three tests in order of information value:

1) Have the client open your app’s web URL in their phone browser (Safari/Chrome, same network). This bypasses the native wrapper entirely.

  • Web works, native shows offline → the BubbleGo wrapper’s connectivity check is what’s failing, not their network. Note there are two active threads with the same symptom since mid-July (“App completely unusable since Thursday…” and “native app down again (2nd time)”) with Bubble staff involved — if your client matches that pattern, it’s worth adding your case there with the client’s country/ISP and timestamps, since it’s likely the same platform-side issue.
  • Web also fails → it’s their network/ISP blocking the backend. Then test Wi-Fi vs cellular to confirm.

2) Server logs for that specific user: in your app editor → Logs → Server logs, set the time range to when the client tried, and filter by the user’s email (or search by their unique id). Key signal: if there are no entries at all at those times, their requests never reached Bubble (network/edge problem); if entries appear with errors, it’s account/data-level and the log line will tell you which workflow failed.

3) Ask the client two things only: their country/ISP, and whether it fails on cellular too. That plus the log result narrows it to one cause.

If you share what test 1 and the logs show, happy to help interpret.

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The web view of mobile native app works fine the app makes issues on both wifi and cellular on all mobile testing platforms like apple test flight, android test built and Bubble go