User reports crashes

Here is what the users reported:
“I’ve had this problem a few times this week—I can’t open a chat in the app anymore; it just keeps loading until it crashes… At one point, I was able to open it again and use it without any issues. Now it’s completely frozen again, both on my phone and my laptop. This is really frustrating for me because I can’t make any progress on my project.”

How can we help him asap?