topic Re: The app doesn't login in Get Support

The app doesn't login

monsoon77 — Mon, 27 Jan 2025 12:00:01 GMT

For a few months now, the phone app never logs in. I click log in and abosultely nothing happens. No error message, i don't go to my account... I just stay on the login page. Not issue login in via computer, but it doesn't work with the app. I made sure it's updated, I uninstalled and reinstalled, no changes. Surprisignly enough, my husband has the exact same issue with the public mobile app.... Is there an issue with the app? Maybe specifically in our region? Anyone has an idea on how to get access again?

Re: The app doesn't login

Chalupa_Batman — Sun, 26 Jan 2025 23:41:43 GMT

@monsoon77 wrote:
For a few months now, the phone app never logs in. I click log in and abosultely nothing happens. No error message, i don't go to my account... I just stay on the login page. Not issue login in via computer, but it doesn't work with the app. I made sure it's updated, I uninstalled and reinstalled, no changes. Surprisignly enough, my husband has the exact same issue with the public mobile app.... Is there an issue with the app? Maybe specifically in our region? Anyone has an idea on how to get access again?

Hey @monsoon77

My neighbor had the same issue on her Samsung phone. Not sure what phone you have but you can try this.

If you're on Android, go into your app settings, find the PM app, clear the cache, then clear the data. Then reboot the phone. Then go back into the app settings and delete the app. Reboot once again and then download the app again after it starts. I'm not an Android expert but I feel the remanence of the app is being left on the phone to "pick up where it left off" sort of speak.

Re: The app doesn't login

hTideGnow — Sun, 26 Jan 2025 23:42:45 GMT

hi @monsoon77

do you have iPhone or Android?

the app uses the browser to help login, so first Uninstall PM app, then go to your default browser and clear browser cache, reboot phone, reinstall PM app. Then relogin and see if it works

Re: The app doesn't login

monsoon77 — Sun, 26 Jan 2025 23:47:33 GMT

I have an iphone. I looked at the app in the setting, but sadly nothing even close to "clear cache"...

Re: The app doesn't login

hTideGnow — Sun, 26 Jan 2025 23:52:15 GMT

hi @monsoon77

there no app clear cache for iPhone

but as said above, you need to clear browser cache

To clear the cache in Safari on an iPhone, you can do the following:

Open Settings
Tap Apps
Tap Safari
Tap Clear History and Website Data
Tap Clear History to confirm

Re: The app doesn't login

Chalupa_Batman — Sun, 26 Jan 2025 23:55:32 GMT

@monsoon77 wrote:
I have an iphone. I looked at the app in the setting, but sadly nothing even close to "clear cache"...

I encountered that once a while back. It was out of date. So I updated it.

I assume you're both on iPhones. I'd suggest reaching out to CS to see if they may know of a fix for the apps or....

You can submit ticket by direct message:

https://productioncommunity.publicmobile.ca/t5/notes/composepage/note-to-user-id/22437

A Customer Service Agent will reply to your community inbox here:

https://productioncommunity.publicmobile.ca/t5/notes/privatenotespage

Re: The app doesn't login

monsoon77 — Mon, 27 Jan 2025 00:02:41 GMT

Thanks for that, I just cleared the cache on safari and confirmed it was the default browser, then restarted. Still no luck. I think i'll have to create a ticket

Re: The app doesn't login

monsoon77 — Mon, 27 Jan 2025 16:10:49 GMT

I found the issue! We got a new VPN a few months ago and that's when we started having issue, we just never lined those two together. I deactivated the VPN, and was able to login, instead of nothing happening. I wished there was an error message to make this easier for troubleshooting, but it works!

Re: The app doesn't login

hTideGnow — Mon, 27 Jan 2025 16:33:01 GMT

HI @monsoon77

yes, the app can only be login in Canada and US. If you turn off the VPN or change the VPN back to Canada, it will work