Mobile download troubleshooting

For the best downloading experience on a phone or tablet, we recommend using Safari or Chrome.

There is a known issue that can occur when opening a link from apps such as the Google app, Facebook, Instagram, or other apps that use an in-app browser: You may tap the Download button and nothing happens—no file saves and no error appears. This is because you are in an app's built-in browser instead of your phone's full web browser.



Quick fix: Open the page in Chrome or Safari

In-app browsers may not properly handle certain types of file downloads. Opening the page directly in Chrome or Safari usually resolves the issue.

On iPhone

1. Look for the ••• menu, Share icon, or other menu button in the in-app browser.
2. Select Open in Safari or Open in Chrome.
3. Once the page opens in Safari or Chrome, tap the Download button again.

On Android

1. Tap the ⋮ three-dot menu in the in-app browser.
2. Select Open in Chrome or Open in browser.
3. Once the page opens in Chrome, tap the Download button again.

Downloading the file in Chrome

After you tap Download, you may see a popup at the bottom of the screen with a Save option.

Tap Save, then choose where you want to save the file. Depending on your device, you may be able to save it to your device's Files folder or to Google Drive.



Downloading the file in Safari

PDF files

When you download a PDF in Safari, the PDF may open in a preview instead of immediately saving to your device.

1. Open the PDF preview.
2. Tap the Share icon.
3. Select Save to Files to save it to your device.

You can also use the Share menu to save the PDF to Google Drive, send it by email, or share it using another app.

Word (.doc) files

When downloading a Word document, a menu may give you the option to View or Download the file.

Select Download to save the document to your device's Files app.



Still not working?

If the download still doesn't work after opening the page in Chrome or Safari, try the following.

1. Check your pop-up blocker

Some downloads may open a new tab or window. A pop-up blocker can sometimes prevent this from happening.

If you have a pop-up blocker enabled, temporarily turn it off and try the download again.

Safari on iPhone: Open the Settings app → Apps → Safari, then turn off Block Pop-ups.

Chrome: Open Chrome's Settings and look for the Pop-ups and redirects or similar site/content settings. The exact location may vary depending on your device and Chrome version.

2. Temporarily disable ad blockers or VPN/DNS profiles

Ad-blocking apps, content blockers, VPNs, or custom DNS settings can sometimes interfere with downloads or redirects.

If you use one of these services, temporarily disable it, reload the page, and try the download again.

3. Clear the site's cached data

An interrupted download or expired session can occasionally cause later download attempts to stop working.

In Chrome, you can clear the site's cookies and other site data from Settings → Privacy and security → Delete browsing data. The exact options may vary depending on your device and Chrome version.

4. Save the file manually

If the file opens in your browser but doesn't automatically save:

1. Tap the Share icon.
2. Select Save to Files.
3. Choose where you want to save the file.

Still having trouble?

If you've opened the page in Safari or Chrome and the download still isn't working, please contact us and let us know what type of file you're trying to download and what happens when you tap the Download button.