Mobile App Problem

Hi @jet1 

Okay, how long have you left it between closing the app and opening it again?

Tom

Hi Tom,

On logout the app returns to display the ‘Get Started’ screen.

I have left different amounts of time before retrying to logon, including leaving it to the nextday.

The app always opens with the ‘Get Started’ screen.

I hope this helps.

John

Hi @jet1 

Okay, have you tried clearing the cache/data of the app or even uninstalling/reinstalling and setting the app up again to see if it prompts biometrics again?

Tom

Hi Tom,

I have now tried clearing cache/data, same problem.

I have now tried reinstalling the app, same problem.

When I logout the app always returns to  the ‘Get Started’ screen.

Hi @jet1 

We’ll shortly send you a Private Message to your Community account, so we can discuss your issue further. 

To access your messages, click your profile picture in the top right hand corner and then click ‘Private Messages’. 

Alternatively, if you are currently logged in, you can use the following link: https://community.idmobile.co.uk/inbox/overview  

We’ll see you there. 

Tom

Sorry jet but you definitely didn't make the right choice. Ever since they updated the app 7 months ago I've never been able to log in again, even after contacting customer support on and off all this time. If you can switch easily I would recommend you do. 

Hello MDs,

I have no problem logging on to the app using username/password. My query was why when trying to use biometrics ie fingerprint it did not work correctly. iD are investigating.Once logged in the app works OK. 

Hello jet1

My wife also uses biometrics on her account and I’ve spotted something you do that she doesn’t.

She doesn’t log out of the app, she either just keeps pressing the back button until it closes or swipes the middle button and closes it from there. And (up until tonight as she now gets the spinning circle and eventually an unable to connect please try again later message in a white box😖) every (other now) time she goes back to the app it requests her fingerprint and opens.

So have you tried NOT logging out and see if the biometrics prompt works every time you go to open the app?

Also just over a week ago the app was version 6.1.0, less than a week ago it was 6.2.0 and a few days ago it became 6.3.0. So maybe check yours has caught up too.

Hello Daz_S,

I have found out that if I do not logout that biometrics do work.

I have been messaging with the tech guys at iD and they are looking into the problem.

Thanks for your interest.

I have found out that if I do not logout that biometrics do work

I probably didn’t make the above clear, sorry about that. That, as far as I know, is how you’re supposed to use their app. You don’t log out if you’re using biometrics.

So when you close (not log out) the app, opening it again asks for the biometrics - it’s the biometrics that stops others from accessing your account.

The biometrics side of things is retained by iD for 90 days. At this point their system (for security) deletes yours from their system. You’d then need to do another biometrics log in again at that time.

I’d have to say that because you’re logging out each time, you’re deleting the saved biometrics yourself at the time you log out, hence the issue you have.

As you’re in touch with the Tech guys, I wonder if they’ll eventually come to the same conclusion.

Anyway, I wish you luck

I had worked out that was the way it worked ie don’ logout.

It is not the way many other apps work. Other apps may have a expiry time but still allow you to logout & use your biometrics to log back in again when you open the app again.

Don’t get me wrong. I too would have expected the app to retain the biometrics functionality even by logging out. I was merely suggesting why yours has been a pain.

I would hope their app development team take things like this on board for future app improvements/updates. You can, if you so wish, email them directly on appsupport@idmobile.co.uk and raise this issue directly with them. If you do they’d need your details - name - phone number - account number.

And yes, my wife uses several app with biometrics enabled and even logging out of those does not cause this issue

Anyway, my plausible conclusion may or may not be right.

I have been communicating with the iD tech guys via private messageing and they are looking into the problem. I am waiting for them to tell me what they intend to do.

Hi ​@MDs 

I can see we’ve responded to your PM after you hadn’t replied to us for a few months, we’ll continue contact there.

Tom

Hi ​@jet1 

We’ll continue via PMs.

Tom