Anyone else unable to log into ID mobile app?

@Kash . Hi I just saw your above post + thought great news I had tried on Sat + got a msg saying it was being upgraded. So thought I'd leave it a cple of days then try again. So saw your msg + tried . Imagine my disappountment to find still exactly the same as last 5 eks. Oops something went wrong. So No it is not back up + running for all  existing uses😣 

Can get into my acct + see total bill + upgrade date but when I try to viewplan also get Oops something went wrong msg 

This is beyond a joke. Retried several times got put in a queue. Then got as far as putting in a password. 6 attempts all saying Password must not be First name dob or email (None of them did) then thrown out. Obviously iD have a very different idea of resolved than most of us This is ridiculous

Hi @AgnesHunter,

I’m sorry for the issues that you are having.

I would advise keeping an eye out on the link below as it provides updates on work being carried out.

Kash

@Kash  Hi Kash thanks.  I have been doing so but am very disappointed as I webchatted with an adviser on 22 after msg saying issues were resolved for New + Existing customers. As previously they acted like I was the only person still having issues. Obviously I'm not as the complaints in Playstore + every other forum show. I was also assured my issue(Which its not it's iD's issue) was referred to a technician  I would be contacted personally within 48 hrs. 😞

Hi Kash

i still cannot log in either online or in app.

every time I have to go through ‘getting started’ when is this going to be sorted as it is off putting to not be able to open the app and see my account with a touch 

Re-My previous post 4 days now since was assured by Webchat adviser Technical Team wold be directly in touch to sort the issue I was having + not a word!!!. As per the updated msg on 24 April I am now not even attempting to log on till next wk. Regardless of whether it is actually resolved then or not. The attitude of iD towards customers general frustration about this has been disgusting. They've ignored all the posts re issues on most forums + the 4 Webchat people I've dealt with have implied my issues are isolated to me + given conflicting, non sensical or downright untrue information re action being taken. Shocking lack of customer services.

Similar issue; 

- cannot see plan details in app ("Oops, something went wrong")

- cannot see alternative upgrade options ("Oops, something went wrong")

Clearly a broken data pull, or a massive data storage error resulting in failed server response/s if too many requests are submitted in a short time frame.

Come on guys, work on an actual issue identification then resolve accordingly.

@Pcowling Yes it is very frustrating. I got a response from the  Technical team yesterday (3 days later than promised) Not a solution. Just asking me to send screen shots of the issue. Given I've already described them in detail to numerous  members of their staff not sure how them actually seeing the error msgs will help. But if it is an actual progression rather than another distrcaction to the issue they caused with the upgrade then fair enough.

Hi @AgnesHunter,
Sorry to hear this.

Please let us know here if someone hasn’t been in touch and we will PM you.

Kash

Hi @Kash I sent the screen shots requested on Sunday Afternoon + have heard nothing back since. I noticed there was a msg online acct last night saying it + the app will be offline for the rest of this wk from 10 pm till 7am So unclear if whats happening then will help. Thanks 

Hi @AgnesHunter,

It can take 72 hours for the team to investigate the issue and get back to you.

We are here to help if you require further assistance.

Kash

Hi @Kash . Thanks for your reply.But think.you've maybe misunderstood. You saying it takes the team 72 hrs to investigate+ get back to me seems a  perfectly reasonable response . Or it would be if it wasn't already longer than that timescale when I left the msg you are replying to + now more than double the 72hr alleged response time. 🙄 Think it would be more appreciated if iD truthfully said 🙆‍♀️We really don't know whats causing the issue for so many of our customers since the update. We are investigating + apologise for all inconvenience caused + misinformation given by our advisers 

Hi @AgnesHunter 

If the team is already in contact with you investigating this then please keep contact with them.

Tom

Hi @Tom . Thanks for reply but thats sort of the point I've been in touch with them 3 times including an email today requesting an update . However since they asked me for the Screen shots 9 days ago. Have not.even received 1acknowledgement /response. Despite being advised on here + previously on Webchat I would hear back from them within 72 hrs of sending the info they'd asked for. Which sadly is about the level/efficiency of Customsr service (Or lack of it) I've come to expect from iD over last 8 wks🤦‍♀️

….and it’s still not working 🤷‍♂️

Hi @Goonerij 

Sorry to hear this, are you still having issues with this?

Please ensure the details used registering are all correct.

Tom

I’m having the same issue still - I've tried different browsers and via the new app.

I can login, it then tells me to add a phone number with my last name and DOB and i keep getting an error message saying these details don’t match their records and it then kicks me out - HELP!

Hi Tom

i tried to get into my immobile app and it now does not recognise my password.  Now locked out and no clue what password it is using.   I really am getting fed up with your company, it’s quick to start taking my money but like a glacier trying to sort out everyone’s problems with this app.    Not even sure I can get in to website now.

No  improvements/solutions re this issue for over 3 months now😟. However I have  today received 6 emails from iD telling me different people have responded to my previous posts 4 of whom have been marked most helpful. I found this strange as although I can see a cple of new comments they are from people still suffering the same issue. So how can things be most helpful if nothing has been solved. Then to my surprise I got one saying I had replied to my posts + was marked as most helpful. So now they're saying I'm replying to myself with Most helpful adv/solution. Which if I had I wouldn't be posting. This is getting beyond ridiculous now. How inefficient can this company get😖

Sounds like the software application iD Mobile use to ‘power’ their online iD Community, is now also suffering with issues, perhaps just like the iD app and “My iD Account” online aren’t reliable for some customers.

AgnesHunter wrote:

No  improvements/solutions re this issue for over 3 months now😟. However I have  today received 6 emails from iD telling me different people have responded to my previous posts 4 of whom have been marked most helpful. I found this strange as although I can see a cple of new comments they are from people still suffering the same issue. So how can things be most helpful if nothing has been solved. Then to my surprise I got one saying I had replied to my posts + was marked as most helpful. So now they're saying I'm replying to myself with Most helpful adv/solution. Which if I had I wouldn't be posting. This is getting beyond ridiculous now. How inefficient can this company get😖

 

Hi @AgnesHunter,

Apologies for this, and anyone in the thread who also received these emails. Today I’ve been making changes  to the ‘Mark as ‘Most Helpful Answer’ button, and in that process, accidentally clicked it a few times, incorrectly triggering emails. I’ve also just sent you a PM, to support further with your issue.

Thanks.

@Matthew T Thanks for your reply. Had another 3 emails since I posted . However as it was an error which you responded to + apologised for that is perfectly acceptable

However given the lack of response/solution re the App issue + general ignoring of their own timescales for responses. My comments about the company remain relevant 

Anyone else like me that doesn’t trust apps as they always seem to crash (not just iD)???🤔
What I do, is use Google Chrome (other search engines are available) and go to the relevant page, then using the 3 dots in the top RH corner I ‘add it to my homescreen’. So you go straight to the website rather than a poor imitation. 
So much better! 👍

Hi Tom

Yes I regret that I am.  I’m still unable to access the app …. after entering the correct credentials (mobile number, last name, DOB) I still get the error message “Sorry, your details do not match our records”.