How To Fix The “Unable To Load Account Information” Error

Sometimes, the “Unable to load account information” error pops up on the Starlink app when you try to log in to your account. You did everything right, making sure your email and password were correct. But you can’t get logged in.

When you can’t log in to the app, several Starlink settings are unavailable. And while being logged out won’t cause your internet to go down, it is frustrating when you can’t change settings or manage your Starlink account from the app.

This guide offers several solutions to fix the error.

Why am I getting this error?

Apps and software are prone to bugs and glitches, and the Starlink “Unable to load account information” error is no exception. This bug seems to happen randomly, across many different types of phones, versions of the app, etc.

I’m not sure what exactly causes this error, but I do know it has some consequences. If you can’t log in to the Starlink app, you won’t be able to change many of the router settings. You will lose the ability to control things like the sleep schedule. Also, you can’t create support tickets to get help from Starlink. You won’t be able to view your monthly invoices, update your payment information, contact information, etc.

Clearly, being able to log in is pretty important, so let’s get that error fixed.

Troubleshooting tips

I listed the potential solutions from simple to more complex. I recommend that you go down the list and try each one, until the problem is fixed. If you still can’t get it to work after trying all of them, I’ll tell you how to get in touch with Starlink.

Fix #1: Force close the app

First, let’s try the basics. Force the app to stop and close.

iPhone/iPad: Open the App Switcher by swiping up from the bottom. Find the Starlink app. Swipe up on the app to close it.

Android: Swipe up from the bottom, hold, then let go. Swipe up on the Starlink app.

Now go to your apps and open up Starlink again. Try to log in. If it’s still giving you the error, proceed to fix #2.

Fix #2: Restart your phone

The next fix to try is restarting your phone. When you restart, you force all the apps and services to shut down and reload. Sometimes this can solve software glitches.

iPhone/iPad: Press and hold either volume button and the side button. Drag the slider to turn the phone off. Wait 30 seconds. Hold the side button to power back on.

Android: Hold down the power button. Select Restart.

Once your phone has restarted, open the Starlink app and try to log in. Still not working? Proceed to fix #3.

Fix #3: Clear app cache and data

If closing the app and restarting your phone didn’t work, try to clear the app cache and data from your phone. Apps store some temporary data to make your experience faster and smoother. But sometimes that data can become corrupt, and prevent the app from working correctly.

iPhone/iPad: Clearing app cache and data isn’t available for Starlink on iOS, so proceed to fix #4.

Android: Go to Settings. Then select Apps. Find Starlink in the list. After clicking on Starlink, select Storage and Cache. Then press Clear Storage.

Try to log in to the app again. Still not working? Fix #4 offers one more potential solution.

Fix #4: Reinstall the app

The last thing to try is uninstalling and reinstalling the Starlink app. This will permanently delete the app data. When you reinstall it, you get a fresh start.

iPhone: Find the Starlink app on the home screen or in the app list. Hold down on the app until the menu pops up. Select Delete App.

Android: Open Settings, and select Apps. Scroll to find Starlink. Select it, and hit Uninstall.

Go back to your app store and search for Starlink. Reinstall the app and try to log in.

Tried everything, still not working?

If you’ve tried everything in this guide, and you are still having issues with the account information error, you will need to contact Starlink. There could be an issue with your Starlink account. If you don’t already know how to create a support ticket with Starlink, check out our tutorial.

It is also possible that the issue is with your phone. Maybe the Starlink software is out of date, your operating system is out of date, or your phone just isn’t compatible with the Starlink app. You can see if it’s a Starlink account issue or phone issue by trying to log in to the Starlink website from a computer web browser. If you can log in from a different device, it’s not an issue with your Starlink account.

Final thoughts

I hope this guide has helped you fix the account information error that can sometimes happen on the Starlink app. From my research, and feedback from my readers, clearing the app cache and data is the most common way to fix the error.

If you’ve tried everything on this page without any luck, your next step is to contact Starlink to see if they can help. Starlink will have more information about the app, and whether there is a known problem that they are working on.