topic iPhone App failure in EE app and website

iPhone App failure

RobG1958 — Mon, 07 Oct 2024 23:22:17 GMT

Every time I try to use the app it is unable to link to my account, I have to delete it and re-install.
once I have logged in and set a pin it will connect to my account, but if I log out it is unable to find my devices unless I re-install it.
does anybody else have this problem?
iPhone 15 Pro, IOS 18.0.1

Re: iPhone App failure

Peter_W — Tue, 08 Oct 2024 10:01:06 GMT

Good morning @RobG1958.

Welcome to the EE Community 😊

Am I right in thinking it's a home account you're looking to manage your devices with here?

Also if you don't log out manually, does it keep you logged in and work as it should do?

The EE app is designed to keep you logged in and just ask for a PIN or Face ID when launched fresh.

Peter

Re: iPhone App failure

RobG1958 — Tue, 08 Oct 2024 16:40:52 GMT

Hi Peter,

It is my personal account for m y mobile phone data and Apple Watch data.

I download the app, log in using my email and password, then set a pin and accept facial recognition.

I can then see the two accounts, one for the phone and one for the watch and am able to access them both, the app is working fine.

I then close down the app ( not logging out, just swiping up).

If I then relaunch the app, I get the 'splash" screen, and am logged in by facial recognition.

The screen then says

Hi Robert, welcome to EE

Let's get your device set up to work with our app. To do this we'll need your permission to access some features on your device.

I then click "Next" and I get a spinning wheel, which just carries on spinning.

To make any progress I have to delete the app from the phone , download the app again and start from scratch.

I get one view of my accounts per download.

Re: iPhone App failure

Alex_H — Wed, 09 Oct 2024 10:15:04 GMT

@RobG1958 Thanks for explaining the full issue you are experiencing. I will send you a private message to collect some more info to help report this to the relevant team.

Alex

Re: iPhone App failure

RobG1958 — Thu, 17 Oct 2024 00:13:07 GMT

The issue has now been resolved and the app is working as it should. Thank you to everyone who has assisted, I now consider the case closed.

Re: iPhone App failure

Ritu_D — Thu, 17 Oct 2024 08:33:41 GMT

Good morning @RobG1958

That is fantastic news, thanks for letting us know.

If you need any assistance in the future feel free to drop us a message in the EE Community.

Take care and have a lush day.

Ritu