Unreadable PDF bills on ID app

Hi All 

It’s obvious that no one at ID Mobile is taking ownership of this issue and are basically going to ignore us and pass the buck.

I will try at the weekend to make time to email Alex Baldock (curry’s CEO) with regards to this and the poor excuses we are getting (if I don’t get time this week as i do have a lot on this weekend I will be able to the following weekend) and if that doesn't work I will personally make sure that I attend the next Currys shareholder meeting and bring this up then (as a shareholder I have the right to attend them so they can’t ignore us forever).

At the end of the day this level of poor service and ownership is going to make people leave ID Mobile after their contract period ends and give ID Mobile a poor reputation which is stupid when all they have to do is sort out the issue and its not a difficult issue either the rendering type is no longer supported by apple or the software is not rendering correctly for it to universally read as a PDF.

Both as a customer and shareholder I have vested interest in this getting solved as quickly as possible.

Wayne

It is far too easy to blame Apple - this doesn’t happen every month but I think it has happened three times in the last five months.  Sort it out!

It is not resolved, it’s still happening. And ONLY on the iD mobile app and website.  My devices render every other pdf perfectly on every other website or app. It’s beyond a joke now. You’re supposed to be a tech company yet you can’t render a pdf properly??? Wtf? 

I can open the bills fine. But they are totally unreadable. Just a jumble of symbols. I deal with pdf’s all day and the only site that doesn’t work is iD mobile. I’ve spoken with Apple and it’s only your app & website that it has had reports of issues.  I have two iPad Pro’s and two iPhones, none of them can read any recent bills on the app or website. 

I have just joined and can confirm that I see the problem as well.  The iDMobile app renders the bill as gibberish and when downloading on my Mac I have the same problems.  The phone is running IOS 17.3 and the Mac is Sonoma 14.3.1 - both the latest releases.  I see the following when trying to view on either device:

So this is still a problem and I can’t view my bills.  This is the first time I’ve ever had an issue with viewing any PDF on my Mac/Phone.  What can I do to view these bills?  Also, viewing on a non-apple device is a non-starter as I only have a Mac and an iPhone.

Hi everyone,

We're sorry you're experiencing issues viewing your bills on iOS and Mac. 

I'm happy to say that we've got a change going in next week (planned for Tuesday, the 5th of March), which will fix the issue for all future bills. The change is not related to the iD Mobile app; it's specific to bill generation. The iD Mobile app just provides access to the bill files.

The problem has been caused by how Apple's latest PDF viewer handles fonts. Fonts were handled correctly up until a recent update. We’ve had a ticket open with Apple, but are yet to get a confirmation of a fix.

As mentioned in this thread, the workaround is to use an alternative PDF viewer. For example, Adobe Acrobat or even Google Chrome. These render the bills correctly. We recognise this isn’t ideal and very much look forward to the issue being resolved!

Thanks

Kieran

Will this mean we can read old bills, if not how do I view them? I don’t understand when people say view in word or with another viewer as I don’t seem to see any option to do this.

Hey @PeterH, thank you for the update and that’s really great to hear!

Kind regards,

Tyler