topic Re: Re: Sign in after app update in EE app and website

Re: Sign in after app update

MarkSL — Fri, 11 Aug 2023 14:05:48 GMT

Just updated the Android app from 5.18.1 to 5.19.1 and now I can't log on - it won't go past the password screen. Previous version (5.18.1) worked fine. I have cleared cache, deleted all data and also uninstalled and reinstalled to no avail.

Please advise - my username is this email.

Regards,

xxxx xxxxxx

[Mod edit: Please do not post personal information on the public board. Thanks!]

Re: Re: Sign in after app update

James_B — Fri, 11 Aug 2023 14:10:07 GMT

Thanks for flagging this @MarkSL

Can you log in to My EE online?

What happens at the password screen? Can you enter your password? Do you see an error message?

James

Re: Re: Sign in after app update

MarkSL — Fri, 11 Aug 2023 16:00:39 GMT

Hi, @James_B

Yes I can log in online.

For the app login, I can enter my password and see what I have entered, but when I press Next nothing happens and there is no error message.

Mark.

Re: Re: Sign in after app update

James_B — Fri, 11 Aug 2023 16:02:49 GMT

Hi @MarkSL,

That's great that you can log in online.

After pressing next, have you tried leaving the app open for a little time in case it is a latency issue?

James

Re: Re: Sign in after app update

MarkSL — Fri, 11 Aug 2023 18:48:20 GMT

Thanks, @James_B .

I have left it for a short while, but will try again. Nothing seems to happen though and the progress bar doesn't move.

Mark.

Re: Re: Sign in after app update

MarkSL — Fri, 11 Aug 2023 19:13:10 GMT

@James_B , I left it for 10 minutes after entering password and pressing Next and nothing happened.

Re: Re: Sign in after app update

Leanne_T — Sat, 12 Aug 2023 07:08:23 GMT

Thanks @MarkSL

Are you connected to WiFi or using mobile data?

Can you try removing the app and redownloading again, can you complete the set up now?

Leanne.

Re: Re: Sign in after app update

MarkSL — Sat, 12 Aug 2023 07:42:07 GMT

Thanks, @Leanne_T

It doesn't work together way, WiFi or cellular, and removing and reinstalling doesn't make any difference either.

Mark

Re: Re: Sign in after app update

Leanne_T — Sat, 12 Aug 2023 07:44:41 GMT

Thanks for trying @MarkSL

Can you log into your My EE account online?

Leanne.

Re: Re: Sign in after app update

MarkSL — Sat, 12 Aug 2023 10:08:20 GMT

@Leanne_T @Yes I can log in online - please refer to previous messages in this thread.

Mark

Re: Re: Sign in after app update

Leanne_T — Sat, 12 Aug 2023 10:14:20 GMT

Thanks for confirming, sorry I missed this information @MarkSL

In this case, please report this to our tech gurus on 150, they will get this looked into for you.

Leanne 🙂

Re: Re: Sign in after app update

MarkSL — Sat, 12 Aug 2023 16:02:26 GMT

Hi, @Leanne_T ,

Can you pass this on to the tech guru's to avoid me having to go through this all again?

If not, what times are they available on 150?

Thanks,

Mark.

Re: Re: Sign in after app update

Leanne_T — Sat, 12 Aug 2023 16:06:43 GMT

Hi @MarkSL

This would need to be reported and a support ticket raised if required to get this resolved for you, they are available 8am-8pm over the weekend.

Leanne.

Re: Re: Sign in after app update

MarkSL — Sun, 13 Aug 2023 08:51:21 GMT

@Leanne_T , Ok will do. Would have preferred you to have passed it on though as I'll have to go through it all again with 150.

Re: Re: Sign in after app update

Leanne_T — Sun, 13 Aug 2023 08:53:28 GMT

This will need account access to get this looked into for you @MarkSL

I will certainly pass feedback to the relevant team regarding your experience using the updated app.

Leanne.

Re: Re: Sign in after app update

MarkSL — Mon, 14 Aug 2023 08:33:58 GMT

@Leanne_T & @James_B - I have just found the cause of my issue:

If you're using Microsoft Edge on your phone then the MyEE app uses it for logging in with Username and Password and then, after entering the password, Edge then re-launches MyEE, therefore, the option "Block opening external apps" must be turned OFF in the Edge "Privacy & Security" options for this to work (see screenshot from my phone below).

Re: Re: Sign in after app update

James_B — Mon, 14 Aug 2023 08:36:16 GMT

Thanks for sharing your solution @MarkSL 🙂

I'm sure it will help others with similar symptoms.

James