Fido My Account App - Hit A Snag

Ares118

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.

FidoKenny

Hey @joz

Did you get a chance to reinstall your app to see if you get the same result?

joz

yes I've tried deleting and reinstalling the app. Same results. I've also tried it on another iphone. Same result

FidoClaudia

Hey @joz,

Are you logging in with your phone number or rather your email?

If you're connected to WiFi, can you disconnect from it, try again and let us know if you get the same result?

joz

It doesn't work with data nor wifi. I've tried both.

The app only asks for the fido mobile number to get access to the app. There is no opportunity to put in the email address.

FidoJulien

Hey @joz

Have you tried deleting the app and installing it again?

joz

yes I have tried deleting the app and reinstalling on two different devices.

FidoVanessa

Hey @joz!

The issue seems to come from the fact that you can't log-in with your email address. Are you able to log-in from fido.ca directly?

joz

It is only a problem with the app. I can log in with email address on the website. But this is not an option in the app. It asks for the fido phone number to send me a code. Once I input my number and submit, it hits the snag. Every time. On different phones. on wifi or data. After deleting and reinstalling the app.

FidoNick

Hey @joz!

We're going to have to check your account in order to resolve this as it seems you've tried everything on your end.

You can have this looked into by reaching out to customer care and they'll be able to provide you with a quick resolution! If you prefer, we can also PM you here on the Community, just let us know if you'd like to do that.

joz

Please PM me here on the community. Calls in to Fido have taken a long time. Thank you.

FidoPierre

Hey @joz,

I am going to send you a PM so we can further check this out together!

joz

how will you pm me?

joz

I have no problem logging into the website.

joz

yes I've tried deleting and reinstalling the app

FidoPierre

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?

Ares118

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

FidoPierre

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?

Ares118

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

FidoPierre

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.

Alexal

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

Thank you