Fido My Account App - Hit A Snag

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I'm a Participant Level 2 Ares118
I'm a Participant Level 2

Fido My Account App - Hit A Snag

Does anyone know how to resolve this issue?  I have an Android device, and whenever I try to login to the My Account app using the same credentials as I do on the website, I keep getting the "We've hit a snag" error message.

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Re: Fido My Account App - Hit A Snag

Hey @Ares118

 

I'm sad to see you've been experiencing complications while logging into My Account. Can you tell us if you've had the chance to try deleting the App and downloading it again?


Can you also confirm which version of the App is running on your phone? 



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I'm a Participant Level 2 Ares118
I'm a Participant Level 2

Re: Fido My Account App - Hit A Snag

Yes I've reinstalled the app a few times now.  App version is 3.6.1.4.

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Re: Fido My Account App - Hit A Snag

Thank you for the information @Ares11

 

Do you mind also confirming if you've tested this both with your Wi-Fi enabled and disabled while on the Fido data connection? 



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I'm a Participant Level 2 Ares118
I'm a Participant Level 2

Re: Fido My Account App - Hit A Snag

Yes I've tried this on Wifi and on LTE.

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Re: Fido My Account App - Hit A Snag

I would like to take a closer look into this with you. I'll send you a PM so we can check out the details together. 



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I'm a Participant Level 1 Alexal
I'm a Participant Level 1

Re: Fido My Account App - Hit A Snag

Hi Pierre,

 

Has there been a solution to this issue? It's been on-going for the past two months now.

I've uninstalled/reinstalled countless times and gave up using the app altogether.

Version 3.7.0.9

 

fido.png

 

Thank you

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Re: Fido My Account App - Hit A Snag

Hey @Alexal! Welcome to the community. Smiley

 

I'll send you a PM and we'll take a look at this with you right away.

 

Talk to you soon!



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I'm a Participant Level 1 Mwlau1980
I'm a Participant Level 1

Re: Fido My Account App - Hit A Snag

I have the same problem. Tried all the suggestion you stated on this chain. Still not work. I am using an iphone6S. The app is version 4.0.1.

 

Call centre can't really help me. Logged a ticket for me but response time is 3 weeks. 

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Re: Fido My Account App - Hit A Snag

Hey @Mwlau1980,

 

We certainly understand the importance of keeping on top of your usage via the Fido application and we want this fixed for your as soon as possible as well!

 

However, if you have tried all the troubleshooting steps mentioned above, then we would advise to wait for the ticket's resolution as well.

 

In the meantime, keep in mind that you can always track your usage through My Account on Fido.ca directly. 



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