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Can't login to my account app

verybo
I'm a Participant Level 2
I'm a Participant Level 2

Could no longer login to my account app on iPhone, since last update earlier this week.

Tried on 2 iPhones and a iPad.

Also there are comments reported the same in app store comment section of my account app.

 

Something went wrong.

Sorry, we've hit as snag. please check back later.

 

Are you aware of this issue?

 

TIA

49 REPLIES 49

Hey @Emmo

 

I've moved your post to this thread where you can find more info in the solution. 

 

Thanks! 



Emmo
I'm a Contributor Level 1
I'm a Contributor Level 1

Thanks but using other means than the app is not a solution. It's a bandaid. Guess I will have to wait until it starts working again. 

Budley
I'm a Participant Level 1
I'm a Participant Level 1

I also get the same issue. Read older posts and they recommend turning wifi off and back on but that does nothing as well. Very annoying. 

Mak001
I'm a Participant Level 3
I'm a Participant Level 3

I've been facing the same issue for last 1 week! Please fix this. Its the same error message-Sorry we hit a snag! Technical support transfers me to Rogers and they don't have any idea. 

uoftcompeng
I'm a Participant Level 2
I'm a Participant Level 2

Yup having same issue here getting same error message when try to log in through the app.

nickhuynhq
I'm a Participant Level 3
I'm a Participant Level 3

Why is this marked as solved when so solution or resolution was given?

BeatlesSongHelp
I'm a Participant Level 1
I'm a Participant Level 1

Can't login to the iOS app either for days.

 

I contacted Technical Support on Live Chat, but the CSR said I had to contact the "care department" but that department was now closed.  That was 1.5hrs ago.

 

So much for technical support.

Mak001
I'm a Participant Level 3
I'm a Participant Level 3

They transferred me to Rogers technical support and they have no idea! Transfered me back to fido! Same issue for a week now! 

nickhuynhq
I'm a Participant Level 3
I'm a Participant Level 3

Same with me as well. I thought it was because of my VPN app, so I turned it off and restarted my iPhone.
Received the error message
"

Something went wrong.

Sorry, we've hit as snag. please check back later."

Preston70
I'm a Contributor Level 1
I'm a Contributor Level 1

Same problem here on WiFi or data, uninstalled and reinstalled no luck! Can't use my free hour of data!

inaam
I'm a Contributor Level 1
I'm a Contributor Level 1

Same here cannot login into My Account App tried deleting and reinstalling app doesn't help by the way using IPhone 11

Preston70
I'm a Contributor Level 1
I'm a Contributor Level 1

I have been trying to log into the Fido app for 3 days, I keep getting a message that says 

" Something went wrong" "Sorry we've hit a snag. Please check back later."

I would call but I don't have an hour to sit on hold. When will this be fixed?

ive deleted and reinstalled the app, I tried on WiFi and data. 

inaam
I'm a Contributor Level 1
I'm a Contributor Level 1

Cannot login to Fido My Account App using Iphone 11 tried deleting and reinstalling app doesn't help 

Hey everyone!

 

We're currently investigating this. In the meantime, continue to check out your online account on the website.

 

Thank you for your patience on this! 

 

*** UPDATE

 

This has now been resolved and you should be able to log into the app.

 

If you're still encountering any troubles, please contact us so we can look into it further. 

 

Thanks again for your patience and understanding while we sorted it out Smiley



DaveCPhone
I'm a Participant Level 1
I'm a Participant Level 1

After today update the Fido app on iphone 7plus, I cannot login into the app to manage my account. The error prompt is 'something went wrong- sorry we've hit a snag, please check back later'.

 

 

nickhuynhq
I'm a Participant Level 3
I'm a Participant Level 3

Same with me as well. I thought it was because of my VPN app, so I turned it off and restarted my iPhone.
Received the error message
"

Something went wrong.

Sorry, we've hit as snag. please check back later."

Hey @DaveCPhone & @nickhuynhq Smiley

I'm sorry to learn that you're having some trouble using the app! 

Have you tried to uninstall and reinstall the app?

Also, does this happen when using Wi-Fi or mobile data? 



nickhuynhq
I'm a Participant Level 3
I'm a Participant Level 3

I have attempted to uninstall and reinstall the app. Still encountering the same issue

TheresaC
I'm a Participant Level 2
I'm a Participant Level 2

Hello, I haven't been able to sign into the My Account app this past week. I continue to see an error that says "Something went wrong. Sorry, we've hit a snag. Please check back later." I have tried re-installing the app twice, restarting my phone, signing in both on wifi as well as LTE, but nothing works. I am using an iPhone 11 Pro and it is up to date. 

 

I've gone through live chat and keep getting bounced around to various teams without any help. One customer service representative (incorrectly) said that the app is only for mobile account holders and that since I only have a Fido home internet account, I cannot use the app. Obviously this is wrong as I have never had issues signing into the app in the past year. Please help. 

minacrime
I'm a Participant Level 3
I'm a Participant Level 3

I believe it's a system issue. Email ticketing.support@rci.rogers.com to add a ticket. That's what I did.

Hey @TheresaC and @minacrime,

 

I've moved your posts to this existing thread on the subject, you can find more info in the solution!

 

We'll keep everyone updated as we get more info.