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@iD You appear to have dropped a clanger. Bill dates differ between App and Browser

  • November 6, 2024
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Daz_S
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So, I thought I was going nuts.

But I now know I’m not quite there yet, but iD is helping this process move along at some pace.

Why is it that when viewing bills via the iD Mobile App they appear in the correct month order and when DOWNLOADED they appear correct:

ie. iD-Mobile-Bill-27_02_24 where this is true → 27/02/24

 

But (2 of us have just checked and double checked) when using the online method and using Firefox to log in to the account, then the downloading of the SAME bill CLEARLY shows:

iD-Mobile-Bill-25-03-24 yet this shows the bill for 27/02/24

 

With that out of the way, the bill for April can’t be viewed or downloaded and the bill for September could only be downloaded via the phone and then dragged to our storage device.

 

AND to top it all off, having downloaded those that would, the online method now goes in a continuous red oops message,  though after (probably not my best idea) mashing the F5 it’s just a white page with nothing on it. I’ve cleared the browser (history, cache and cookies) and having gone back in it’s still white!

 

If anybody could check to see if they have this too (the online month being obviously incorrect), please do but don’t post any private info up.

Best answer by Matthew T

@Daz_S -

Okay, it’s seemingly a known issue, there’s a ticket open to resolve it. To confirm though, it’s purely a naming convention glitch, so there will be no discrepancies between the bills itself. To add to their ticket, please can you confirm:

The Device and OS system you are using online & for the iD Mobile app. Thanks.

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    8 replies

    Tom
    iD Mobile Employee
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    • Tom
    • iD Mobile Employee
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    • November 6, 2024

    Hi @Daz_S 

     

    I’m unsure what the problem is exactly, the file name is incorrect but the dates in the file itself appear to be fine?

     

    If downloading a bill is having issues in the app, we’d recommend using the website alternatively.

     

    In any case, should anybody have an issue with retrieving their bill(s), they can let us know so we can get in touch and send them out.

     

    Tom

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    Daz_S
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    • November 6, 2024

    Howz aboot zis?

     

    On Android - download February’s bill and it’s correct - so Feb’s bill on the d/l is named iD_Mobile_Bill_xx/02/24

     

    On W10 laptop using Firefox - download file is iD_Mobile_Bill_xx/03/24 (thus file is named the 3rd month - March) but the actually bill when opening is xx/02/24 - the file name on the web site is a month out

     

    Therefore:

    the app shows the correct file name for the correct month and opens as a PDF spot on

    the website shows the incorrect file name and is for the month prior, so when opening March’s file name it’s February’s bill

     

    I’m unsure what the problem is exactly

    I could not download Feb’s bill via the web site, clicking did nothing. Also couldn’t download May’s or September’s bills from the site either. Repeat attempts caused the red ‘Oops’ prompt, then just a white screen

     

    In any case, should anybody have an issue with retrieving their bill(s), they can let us know so we can get in touch and send them out.

    After a few unsuccessful attempts I eventually managed to download all the bills via the phone using the app and drag them from the phone to our secure drive via the laptop.

     

    But I was only posting in case there’s a mismatch on your internal systems that could be creating the Oops posts on these very forums regarding the app and site when my fellow peers attempt to navigate their way around either.

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    Matthew T
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    • Matthew T
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    • November 6, 2024

    @Daz_S -

    I’ve raised this with our Self-Care (App & My Account Online) team. I’ve replicated the issue, but it looks like the same Bill, but the naming convention is different. I’ll get back once I have updates. Thanks.

    iD Community Manager
    Daz_S
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    Matthew T
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    • November 6, 2024

    @Daz_S -

    Okay, it’s seemingly a known issue, there’s a ticket open to resolve it. To confirm though, it’s purely a naming convention glitch, so there will be no discrepancies between the bills itself. To add to their ticket, please can you confirm:

    The Device and OS system you are using online & for the iD Mobile app. Thanks.

    iD Community Manager
    Daz_S
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    • November 6, 2024

    Thanks @Matthew T 

    At least you’ve confirmed I’m not yet ready for the guys in the white coats.

     

    Oh hold on a mo, a van with the iD logo on the side has just pulled up outside…..

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    Daz_S
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    • November 6, 2024
    Matthew T wrote:

    @Daz_S -

    Okay, it’s seemingly a known issue, there’s a ticket open to resolve it. To confirm though, it’s purely a naming convention glitch, so there will be no discrepancies between the bills itself. To add to their ticket, please can you confirm:

    The Device and OS system you are using online & for the iD Mobile app. Thanks.

    Missed this reply @Matthew T 

    Oh right okay.

     

    Using the online method

    Yes most of the bills can be viewed and downloaded.

    Defo can’t do anything with Feb’s bill via the online route, clicking does zip.

    As i mentioned a few others did nothing when they were clicked on too (again on the site)

     

    Using the iD App

    All bills could be viewed.

    Not all could initially be downloaded, repeat attempts eventually worked

    These (once they did download) are all in the correct order with the correct file names

     

    Devices used

    Samsung S10+ (obvs android) phone

    • Running android version 12
    • iD (current) App version 6.2.0

    Windows 10 laptop

    • up to date - version 22H2
    • using Firefox version 132.0.1 (64 bit)

     

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    Matthew T
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    • Matthew T
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    • November 7, 2024

    Thanks for this @Daz_S. I’ve fed this back to the team.

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    • November 7, 2024

    No probs @Matthew T 

    If you need anything else, possibly me checking after a fix, give us a shout

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    Reply.


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