Sway not loading on mobile device

Dear Customer, 

Thank you so much for reaching out and for sharing the details of the issue you're experiencing. From what you've described, it seems this is a temporary issue affecting iOS devices, where Sway presentations are not loading properly and remain stuck on the loading screen. You're not alone — we've seen similar reports from other users recently, and it appears to be a broader issue on Microsoft's side. 

The good news is that Sway still works as expected on Windows, macOS, and Android devices, so if possible, I recommend accessing or sharing your presentation from one of those platforms in the meantime. 

Here are a few steps you can take: 

1. Wait about 24 hours and try again — the Sway team is likely already working on a fix behind the scenes.
2. Submit feedback directly via the Ideas · Community— this helps the product team prioritize and resolve issues more quickly.
3. If urgent, consider sharing the Sway with someone outside your organization, as you mentioned they were able to access it successfully.

I truly appreciate your patience and understanding while this gets resolved. Please don’t hesitate to reach out if there’s anything else I can do to support you. I’m here to help. 

Warmest regards, 

Sophie N - MSFT | Microsoft Community Support Specialist

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

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.

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: 

• Sway on Microsoft Tech Community
• Feedback ·Community (microsoft.com)

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