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accessing app

I’m unable to access the app. Keeps saying “unable to connect to if mobile please try again” I’ve been trying since yesterday! 

16 replies

Matthew T
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Userlevel 7
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Morning @Sally cope,

Please uninstall and reinstall the app and try again. Hopefully it fixes things!

Thanks.

iD Community Manager
S
Rank
Userlevel 1

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 

suzysuzy1
Rank

I'm having exactly the same problem 

 

Matthew T
Rank
Userlevel 7
Badge +6

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 


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.

iD Community Manager
Matthew T
Rank
Userlevel 7
Badge +6

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.

iD Community Manager
S
Rank
Userlevel 1

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!! 

Matthew T
Rank
Userlevel 7
Badge +6

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.

iD Community Manager
S
Rank
Userlevel 1

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 

Matthew T
Rank
Userlevel 7
Badge +6

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.

iD Community Manager
S
Rank
Userlevel 1

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

Matthew T
Rank
Userlevel 7
Badge +6

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

Thanks.

iD Community Manager
S
Rank
Userlevel 1

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. 

Matthew T
Rank
Userlevel 7
Badge +6

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.

iD Community Manager
Matthew T
Rank
Userlevel 7
Badge +6

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.

iD Community Manager
S
Rank
Userlevel 1

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. 

Matthew T
Rank
Userlevel 7
Badge +6

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

iD Community Manager

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