accessing app

Hi, I’ve uninstalled the app and then installed it and I am still having the same problem with same message. Previously I’ve had no issues in accessing the app so not sure what’s gone wrong. Please advise as I need to be able to access the app asap. Thanks 

I'm having exactly the same problem 

Afternoon @Sally cope,

Please let me know which Make and Model phone you are using and I’ll feedback to the App Team.

In the meantime, please log-in to our web portal: https://my.idmobile.co.uk/login

Thanks.

suzysuzy1 wrote:

I'm having exactly the same problem 

 

Afternoon @suzysuzy1,

I might be wrong, but this looks like the old version of the iD Mobile app. Please can you check the Google Play Store or Apple App Store to see if you have an update? Thanks.

I have checked and I think I have the latest version of the app. 
I have an  iphone 8 16.7.8

still can’t access the app!! 

Please try uninstalling and reinstalling the app @Sally cope. If that doesn’t work, you can still log-in to our web portal: https://my.idmobile.co.uk/login

Thanks.

As I said previously I have already uninstalled and reinstalled the app and it still gives me the same message to try again. I have never had a problem before now. Can this be sorted out? Thanks 

Apologies @Sally cope, I misread who replied to my previous message. Do you have an error code below the ‘Unable to connect’ message? If so, please can you share a screenshot. I’d also suggesting trying a force restart of your handset, here’s how

https://support.apple.com/en-gb/guide/iphone/iph8903c3ee6/ios

Thanks.

There is no error code. 
I’ve restarted the phone and still cannot access the app. Same message appears. Very frustrating. 

Sorry to hear this @Sally cope, how about on https://my.idmobile.co.uk/login through Safari?

Thanks.

But that isn’t the app and I want to be able to use the app as it’s more straight forward than signing in every time. Can you tell me why I used to be able to use the app and now no longer can’t? Thanks. 

I understand @Sally cope, you can add the above link to your Home Screen and it behaves in the exact same way as the iD Mobile app. I will raise your issues with the App Team to see if there are any further steps to resolve things. Thanks.

Please can you provide a screenshot of your splash screen @Sally cope. The latest version of the app (V6.0.6) should show an error code, if not, you may not be on the newest version. Thanks.

I have checked again and I definitely have the newest version. The message I get says “ oops something went wrong try again”. There is no error code. It seems from comments about the latest app that I’m not the only person having this problem with the new version. Very annoying all this back and forth. 

Please can you provide a screenshot @Sally cope, so I can share with the App team to investigate. Thanks.