Issues with both the mobile app (biometrics) and Web based laptop access

Hi @steveTu 

Is it possible the saved password in your device for the new app is the incorrect one?

The team are aware of ongoing issues with the app, apologies for any inconvenience caused.

Tom

No - I had to set up in the new app, so the stored password is correct in both the mobile and laptop (web) app. It must be correct as the issue is intermittant on the web app. I couldn’t get in this morning (it showed a blank screen or just looped on ‘Get started’) - but after umpteen attempts and probably an hour or so later, it connected ok. Just tried while typing this reply and I get the blank screen - as attached.

Appears the iD systems handling connections from their iD app and “My iD Account” online services, are not always capable of handling the number of concurrent requests made. 

If that is the case and it’s a volume issue, then surely giving a message other than ‘Oops’ would be sensilble?

Who on earth designs these systems and the error messages? I despair at the dumming down  of ‘stuff’ and trying to make systems appear to be tweely personal.

That would seem sensible, @steveTu.

Despite limitations, and least ‘old’ iD app and “My iD Account” online services were available and worked OK.

Hi @steveTu,

Thank you for your patience and understanding during this time. Essential maintenance has been completed. The iD Mobile app and My Account online are back up and running for new registrations and existing users.

Want to leave feedback for the iD Mobile app? Click here.

You can find all the information at the article below:

Kash

I had exactly the same issues logging in on the web this morning  - ie I enter the email and passord and the log in just loops on ‘Let’s get started’. How is this resolved?

...just tried again and I get the ‘other’ issue - ie instead of looping, I just get a blank screen

...just tried the mobile app…

This asks for my email, then a password - then asks if I want to turn biometrics on. If I say yes and try to continue with my fingerprint, I get the inane ‘Oops….’ message. That then loops - or at least returns to the prompt of ‘Enable biometrics login’. To continue I have to choose ‘Maybe Later’.

I can then login. If I then select ‘Login details’ and try to enable biometrics, I get the same dummed down ‘Oops….’ message.

So nothing seems to be fixed this end at all.

@Kash 

See above comments….

Still occurring…..

Any idea when the apps will be fixed?

Still occurring - both web and mobile app.

Perhaps this extended period of IT systems maintenance for the iD app and “My iD Account” online will fix things?

Maybe, maybe not. If they think they’ve fixed things, they need to be aware that , for some, the isues still occur.

Maybe also - just maybe - if they’d actually tested the changes better - then the issues would have been less? Maybe?

On the web based application, I now get this error when logging in. I specify the EMail and then password and now this error comes up.

OK - so today I still get the above via the web based app and the mobile app is now throwing a ‘Unable to connect to ID Mobile’ message.

Any idea when the software will work?

Hi @steveTu,

We’ll shortly send you a Private Message to your Community account so we can discuss your issue further.

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’.

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview

We’ll see you there.

Kash

@Kash 

Please see message reply.

The problems persist - the web app currently gets past the password entry, but then comes up with just a blank page (I have screen shots if you need them). If I repeatedly try to login, eventually I get in (so presumably not a caching issue this end).

The mobile app will not allow me to set biometrics as a log in - but I can log in using password.

Why do you need my personal details - are you saying that I’m the only person having log in  or biometric issues ?

Well, well, well - as of today (Sunday 5th May), I  have actually managed to log in on both the web and mobile apps with out an ‘Oops’ or an error being thrown. The mobile app has now accepted biometrics and the web app went through ‘Get Started→ Email → Password → Dashboard’ ok.

Hopefully this is a permanent fix…..

Hi @steveTu,

Glad to hear that.

If you require further assistance, please let us know.

Kash

Spoke tooooooo soon.

The web based app is back to looping on ‘Get Started’ ot going to a blank screen

So ‘Get Started’ → Email Addr → Password → ‘Get Started’ OR  a blank Screen.

Multiple retries seems to eventually log in.

Is this just a bandwidth problem your end?

PS The mobile app seems to log in ok- so maybe that precludes a bandwidth issue?

...and yesterday, the mobile app - after working ok on biometrics for a few days - went back to ‘Get Started’ and asked for an EMail and password before asking me if I wanted to set up biometrics. It did accept the biometrics without an ‘Oops’ message.

Still biometric is not working. Can someone log a case and share a ticket number for this?

Hey there @steveTu, sorry this must’ve been missed previously so our apologies for the long delay in responses, did you manage to get your issue resolved?

Hey @iliko, sorry to hear that. I'd recommend contacting our live-chat to have this looked into further and a ticket raised with our technical team:

https://www.idmobile.co.uk/live-chat

Thanks,

Tyler

@Tyler 

The web based app doesn’t log in on first attempt - it typically takes three or four iterations going back to ‘Get Started’ before it logs in.

Intermittently, it has lost my login details and I have to resubmit my credentials via some form of setup pages.

Do you want the screen shots when any of this happens in future? I assume you don’t given the time taken to reply.