MentalUP Is Stuck on a Purple Screen on My Redmi Pad 2

We purchased an annual single-user MentalUP membership in November 2025 specifically for our child. However, for approximately three or four months, we have been unable to access the app on our Xiaomi Redmi Pad 2 tablet. As soon as we tap the MentalUP icon, the screen remains purple. No content or menus load, and no error message appears.

We have tried resolving the problem many times. We uninstalled and reinstalled the app, cleared its data and cache through the device settings, and restarted the tablet, but nothing worked. We can access the same membership on a phone without any problems, and the issue occurs only on the tablet. We purchased this tablet specifically for MentalUP, but we cannot use it for its intended purpose and feel that we have wasted our money.

I previously contacted MentalUP several times and submitted screenshots. Each time, I received similar troubleshooting recommendations. I followed every suggested step, but the problem continues. The email address registered to the app is h********@gmail.com.

My primary request is for MentalUP to permanently resolve the purple-screen issue on our Redmi Pad 2 so our child can use the app properly on the tablet. If the technical problem cannot be fixed, I am requesting the cancellation of my annual membership and a refund for the unused remaining subscription period.