Sway not loading on mobile device

Anonymous
2025-06-10T01:22:21+00:00

I can access and edit my sway on my desktop, when i text the link to myself and my colleague to proof read, the website wont load. White background with 'Microsoft Sway' words loading on the screen only. I have cleared the cache on my iPhone 15 but this hasn't helped rectify the situation. This is a time-sensitive request please!

Microsoft 365 and Office | Sway | Other

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  1. Anonymous
    2025-06-10T03:23:05+00:00

    also unable to submit a help request to Sway on Microsoft Tech Community  as the website is blocked

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  2. Anonymous
    2025-06-10T02:16:07+00:00

    Incognito didn't work, same issue.

    Colleague tried to open on her device, wouldn't work for her either.

    Sent it to someone outside of my organisation and they COULD open it.

    I've used Sway for about 18months and never run into this issue before.

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  3. Anonymous
    2025-06-10T01:39:07+00:00

    Dear Customer, 

    Thank you for posting in this community and for sharing your experience with us. I truly understand how important this is, especially given the time-sensitive nature of your request, and I appreciate the steps you've already taken to troubleshoot the issue. 

    Based on your description, it seems that the Sway link loads correctly on desktop but not on your iPhone 15, where it gets stuck on a white screen with the “Microsoft Sway” logo. I understand how frustrating that must be. 

    According to Microsoft’s official documentation (Frequently Asked Questions about Sway), Sway on the web is best experienced using Microsoft Edge, Internet Explorer 11, Firefox 17 or later, Chrome 23 or later, Safari 6 or later. 

    While viewing a Sway should work on any screen size, creating or editing requires a minimum screen width of 600 pixels. Since you're using an iPhone 15, the screen size should not be an issue, but it’s still worth checking if your browser is up to date. 

    Here are a few suggestions: 

    1. Try opening the Sway link in a different browser on your iPhone (e.g., if you're using Safari, try Chrome or Edge).
    2. Test the link in a private/incognito window to rule out any browser extensions or cached data.
    3. If possible, try opening the link on another mobile device to see if the issue is specific to your phone.

    If the issue persists even after trying the above, I recommend sharing your feedback directly with the product team. They review customer feedback regularly and this will help them investigate and improve the experience: 

    Please feel free to share a screenshot of what you’re seeing on your device—it would help us better understand the issue and explore further options. 

    I truly hope you understand that the initial steps I suggested may not have completely resolved the issue, as there might still be underlying causes, we haven't uncovered yet. Please know that I’m here with you every step of the way, ready to work together and do everything I can to help troubleshoot and find the best solution. 

    Thank you again for your time and understanding. I’m here to support you and will do my best to help you find a solution. 

    Warm regards, 
    Sophie N - MSFT | Microsoft Community Support Specialist

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