Updated app won't open

[Ann__W]

I've just been prompted to update the MyEE app when I logged in to gift some data to my son. The updated app crashes immediately on opening and I get an error saying that it keeps stopping. I've uninstalled and reinstalled it, restarted my phone and cleared the app cache. I'm on a Samsung Galaxy A71, if that's relevant. I can log in fine on my laptop so I've gifted the data that way, but I need to be able to access the app from my phone too.

[Christopher_G]

Hi @ann_W

Welcome to the community.

Are you able to log into your My EE account through the phone's web browser?

Chris

[Ann__W]

Hi - yes, I can log in through my phone's browser without any problems.

[Katie_B]

Thanks for confirming @ann_W. 

Are you using an EE Nano SIM with another EE Nano SIM (Dual SIM)?

What android software are you currently running on?

This can be found by following these steps:

Settings > About phone > Software information > Android version.

Does your device have enough space?

This can be found by following these steps:

Settings > Battery and device care > Storage. 

Katie.

[Ann__W]

Hi - I am using a single EE nano SIM and the latest version of Android (v. 11, updated this morning), and I have 51GB of storage free. All my other apps are running as normal.

Thanks,

Ann

[Katie_B]

Thanks for checking @ann_W. 

I would recommend giving our technical care team a call who can complete a full diagnostics. 

Please be sure to let me know if you have any other questions, 

Katie 🙂

[Ann__W]

Weirdly I have uninstalled and reinstalled it a second time and it's working now!

[Katie_B]

That's great to hear @Anne_W. 

Thanks for coming back and letting me know. 

Katie 🙂