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

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Tom
iD Mobile Employee
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  • Tom
  • iD Mobile Employee
  • 8182 replies
  • August 6, 2024

Hi @steveTu 

 

The issue presented here seems intermittent, we aren’t aware of any issues such as this specifically.

 

If you do continue to have issues and want a quicker response, we’d recommend using the Live Chat, Facebook or Twitter.


Tom

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steveTu2
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  • steveTu2
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  • 2 replies
  • August 8, 2024
Tom wrote:

Hi @steveTu 

 

The issue presented here seems intermittent, we aren’t aware of any issues such as this specifically.

 

If you do continue to have issues and want a quicker response, we’d recommend using the Live Chat, Facebook or Twitter.


Tom

Isn’t an intermittent fault the worst kind? If it happens every time, then it should be easy to trace. Are you saying that intermittent faults don’t matter? How many people have had the same issue? Do you have anywhere where the current bug list is available to view?

I’m not convinced that a community forum is a valid support platform - it seems to me that it’s a way of dumbing down what support should be.

Tom
iD Mobile Employee
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  • Tom
  • iD Mobile Employee
  • 8182 replies
  • August 14, 2024

Hi @steveTu2 

 

Have you made a second community account? What happened to the first?

 

Intermittent faults aren’t great of course they’re not, but we aren’t seeing any reports of this issue specifically outside of yourself, it sounds like they may be an issue on your side, not the website/app.

 

We don’t have a “bug list” to share.

 

If you don’t wish to ask for support via the community, that’s up to you, you don’t need to post here, as suggested already for quicker service we’d recommend other methods.

 

Tom

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steveTu2
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  • steveTu2
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  • 2 replies
  • August 14, 2024
Tom wrote:

Hi @steveTu2 

 

Have you made a second community account? What happened to the first?

Sorry, picked a wrong account from the list.

Tom wrote:

 

Intermittent faults aren’t great of course they’re not, but we aren’t seeing any reports of this issue specifically outside of yourself, it sounds like they may be an issue on your side, not the website/app.

 

OK. As I then said - do you want proof this is happening and only started happening AFTER the major release issue you had. It could be my environment, I agree. But given when it started happening it seems likely  (to me) that it may be related to the previous issues.

Tom wrote:

We don’t have a “bug list” to share.

 

OK - they how does any ‘customer’ know if their issues has even been logged?

 

Tom wrote:

If you don’t wish to ask for support via the community, that’s up to you, you don’t need to post here, as suggested already for quicker service we’d recommend other methods.

Do the other methods have bug lists? As I’m a bit lost here - has my issue been logged as an issue? If not, it isn’t then a matter of ‘quicker’ really is it? Are you saying that it won’t be looked at unless I report it using some other platform? If so - what then is this platform for?

Tom wrote:

 

Tom

 

Kash
iD Mobile Employee
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  • Kash
  • iD Mobile Employee
  • 8175 replies
  • August 20, 2024

@steveTu,

We can certainly take a closer look into what is going on.

Please let us know if you would like us to PM you.

Alternatively you can contact our Live Chat Team.

 

Kash

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