We've launched a new iD Mobile app!

  • 17 March 2024
  • 59 replies
  • 10576 views
We've launched a new iD Mobile app!
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59 replies

Julian KizSalsa
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Not working today. Can’t tell if it registered an account. Will not allow me to login. I have standard plans nothing special there. 

R
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Userlevel 1

@Ash9694 , I haven’t seen that error reported before. I assume your phone is running the latest iOS software, and your time settings are set to automatic, etc. Is there anything unusual about your device?

@Ronski, happy to help and sorry you had issues registering. 

I’ll share your feedback about the suggested upgrade deal with our sales team. Interestingly, the deals should be the same as those in the old app. The new upgrade banners have a lot more colour; the old ones looked very dull in comparison, so they probably feel more prominent. We’ll think about how we can improve that going forward.

Thanks,

Kieran

 

I can’t really remember the old app, I’d only log in occasionally to check data remaining, usually during or after a holiday where there had been heavy usage.

A
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Userlevel 1

@KieranC it would appear the new app does not like jailbroken devices, not an issue with my banking apps but an issue with the id app, Absolute stupidity that Id feel my device is a threat, time to move network

KieranC
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Userlevel 4
Badge +3

@Ash9694 , I haven’t seen that error reported before. I assume your phone is running the latest iOS software, and your time settings are set to automatic, etc. Is there anything unusual about your device?

@Ronski, happy to help and sorry you had issues registering. 

I’ll share your feedback about the suggested upgrade deal with our sales team. Interestingly, the deals should be the same as those in the old app. The new upgrade banners have a lot more colour; the old ones looked very dull in comparison, so they probably feel more prominent. We’ll think about how we can improve that going forward.

Thanks,

Kieran

iD Mobile Experience Team
A
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Userlevel 1


im getting this error after updating the iOS app

R
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Userlevel 1

I was very surprised to get a PM from @KieranC today as its Easter Sunday, but the issue has now been resolved, top marks to Kieran for his quick response and fixing the issue. It did take three attempts before the activation code came through, so seems to be some ongoing issues there.

 

As others have said, it would be nice to lose the advertising as its not what I want to see when I look at the app, perhaps put it on a separate tab. My recommended upgrade costs another £10 a month and gives me unlimited data, yet I never use up all my existing data allowance, so I’ve no idea why that upgrade is even being recommended in the first place - its totally wrong for my usage.

R
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Userlevel 1

Fantastic, a new app, not so fantastic is that I’ve wasted so much time trying to set it up 😌

 

I went through the registration process, went to add my number, it doesn’t appear to like my DOB. Logged into my account via my PC, I can not find any mention of my DOB, its not in my profile.

 

Tried the app again, it kept complaining my password was wrong, but it works on the website, clear the app cache/data, tried again, uninstalled the app, still the same, found this thread and read the app has a different password. Why is the password different from the website!!!!!! So blooming stupid, now need to store two passwords in my password manager, one for the website and one for the app!!!!

 

So now I’m back to adding my mobile number, except it doesn’t like my DOB which I can’t check as its not listed in my profile on the website!

 

So I have the new app, but its utterly useless as I can’t add my phone number.

M
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Userlevel 1

Register my account, OK(eventually) , but don't have access to text on other sim  so unable to add to account. 

No easy display of used /rollover data, bills won't load, why has my current bill changed, has the billing date changed

 

M W 

F
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Userlevel 1

Yes particularly your new app. Having to register again! Why! 

KieranC
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Userlevel 4
Badge +3

@mikemod, good news 👍

 

@frankfc, are you having a particular issue?

iD Mobile Experience Team
F
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Userlevel 1

Why can't new apps just work? It's boring and yesterday that IDs App can't just work, maybe you need some new developers? 😀

M
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Userlevel 1

@KieranC Just updated to new app on Android and registration was successful, thanks

 

The only issue I have is when I try to enable “Biometrics for login” I get “Oops...something went wrong.

 

Biometrics now working 👍

 

KieranC
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Userlevel 4
Badge +3

Hi @Moto_customer,

Thanks for reaching out and sharing your feedback.

As the account holder, I suggest that you manage the plan in the app with your iD online account (once it’s set up). At this stage, the app is meant for the account holder to manage their plan, not a child. We recognise there is a use case for having children view their remaining allowances, etc., but that’s not something we have planned at this stage. It needs a lot of thought and consideration about how to manage and implement various permissions.

Besides the upgrades banner which you identified, it’s also possible to buy add-ons and quickly change settings, like the adult content filter. These should be left up to the account holder.

Just so you know, each plan can only be linked to 1 iD online account. This means if you link your child’s number with your email and password login, your child will not be able to do so.

Hope this helps and makes sense!

Cheers,

Kieran

 

 

iD Mobile Experience Team
J
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Userlevel 2

The first page, the home page seems to be working now. But the plan page still gives me no details and still has the “oops…something went wrong” with the Try Again button. I press that and the same thing, oops….

Hi @Jeez ,

Is this now working for you? Some updates have been released this week, which should’ve solved the issue.

Thanks,

Kieran

Nope, the plan page still doesn’t work. Still getting the “oops… something went wrong” with the try again button.

 

M
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Userlevel 1

@KieranC Just updated to new app on Android and registration was successful, thanks

 

The only issue I have is when I try to enable “Biometrics for login” I get “Oops...something went wrong.

KieranC
Rank
Userlevel 4
Badge +3

The first page, the home page seems to be working now. But the plan page still gives me no details and still has the “oops…something went wrong” with the Try Again button. I press that and the same thing, oops….

Hi @Jeez ,

Is this now working for you? Some updates have been released this week, which should’ve solved the issue.

Thanks,

Kieran

iD Mobile Experience Team
KieranC
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Userlevel 4
Badge +3

Hi @mikemod , @Glenharris81, @Sarah Morgan , @UnhappyCustomer96 ,

I’m very sorry about the issues you had with the one-time password. Unfortunately, we had a system issue on Monday, which meant these codes were not sent as expected. Could you please try again using the app? The new website will now launch early next week, so only the apps have been updated to the new version so far. 

Customers also need to re-register, as we’ve completely overhauled our identity management solution. Re-registering may be frustrating (particularly if the OTP wasn’t coming through), but it will enhance security and allow for great new features like managing multiple plans with a single login. It should only take a couple of minutes to get set up. 

This is just the start of our complete rebuild, and we’ve got many great features in the pipeline to come. 

Apologies again!

Thanks,

Kieran

 

 

iD Mobile Experience Team
M
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Userlevel 1

Hi @Jeez,

Thanks for your feedback and taking the time to post.

Yes, unfortunately we fixed part of the issue but there is still some errors appearing on the dashboard and plans screen for unlimited customers. We hope it’s fixed on Monday, or at least, very early next week. It’s our top priority bug for the dev team to resolve as we start to ramp up the number of users getting the new apps.

This particular issue affects customers on unlimited plans that have never done a plan change. Interestingly, customers that change from a standard plan to unlimited display fine with no errors.

Cheers!

Kieran

 

Hi. I have multiple SIM cards with id Mobile.

 

My big concern would be that with this app on multiple users phones (i.e family children or if using for staff) that the person responsible for paying the account/bills is unable to prevent the users from upgrading their packages.

 

I don't have the new app on my phone. ( Google must not like me). 

 

My son and daughter had new phones which installed Android 14 ( mine is still Android 11). Maybe that was one of the Google Play Store Selection criteria? 

 

On my daughter's phone I installed the id mobile app so she could track her data and usage.  It was a shocker!!!! 

 

She could "Click here to upgrade to 12 months on **GB for £*" ...one click by a user and then I was contracted to id....   I removed access immediately before I was signed up to some contract.

 

I pay the bill. I want her,my daughter ,to have access to the App. But I don't want her signing me up to new contract (limited or unlimited !)

 

And I want to see the NEW app on my phone before it goes on the phones of the SIM cards I currently pay for.

 

I think there may be a few more weeks yet before the new APP is rolled out.

 

 

Thank you

 

 

M
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Userlevel 1

Looks like some fixes this morning, managed to roll back my Android app to version 5.2 and working again, just turned auto-updates off so it doesn't update to the new one again.

I don’t understand why we have to have two accounts with the new app, one for the app and one for the web, why don’t my credentials get recognised from my web account?

M
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Userlevel 1

So now I cant login to the web interface, the new app doesn’t work and you cant register as it never sends a passcode via text, so you have no control of your own account. Time for my PAC, hopefully that still works.

U

Supposed to pay my bill today, I can't because of this new stupid app. 

 

Registered using my previous email on my other account, trying to add my phone number and it won't even load past that screen, it did once and then it never sent my pass code. Absolutely ridiculous and now I can't pay my phone bill! Shocking.

Sarah Morgan
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Userlevel 1

I have unistalled and reinstalled 4 times. It still won't even register me. I've been with iD for approx 6 years plus, same number but when I add my details and click submit to get a text verification code, nothing. 10 times I've tried, send another. Then went on line to website and it says I'm not registered. Recognises my number but not name or password. 

G
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Userlevel 1

At last.. after promising for many years I'll be able to have both contracts in one place.

It's a shame that the SMS code needed to finish registration doesn't arrive. 

M
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Userlevel 1

Tried registering on the new app but it never sends me a passcode via text, tried multiple times.

KieranC
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Userlevel 4
Badge +3

Hi @Ashbluiz,

If it’s not available in the store for you today, it’ll be there late Monday morning. We’ve been doing a phased rollout to a small % of customers to find and fix any issues before it goes out to everyone. The customers who get the app early aren’t chosen by us. That’s done by Google.

Hope this helps!

Kieran

iD Mobile Experience Team

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