topic Re: Mobile app not logging in in Get Support

Mobile app not logging in

wmssjones — Thu, 10 Apr 2025 12:13:43 GMT

I am having trouble helping my wife login to the app. we both have the same phones and mine works fine. When she logs in it just resets and asks to login again. I have restarted, cleared cache, uninstalled app...nothing seems to let it work. She has an account with a plan which i did on my phone...but I accidently added the esim to my phone. I have since deleted it and trying to login on her phone to re-purchase the sim.

Re: Mobile app not logging in

slusagm — Thu, 10 Apr 2025 12:23:59 GMT

did you added the esim for her in your own phone? but you didn't deleting the esim on yours not enough, she has to buy a new esim or physical sim. Does she have phone service now? she can make calls an receive? she can use data?

and instead of PM app, can she login via My Account on browser? can she does that on phone and on computer?

Re: Mobile app not logging in

wmssjones — Thu, 10 Apr 2025 12:26:48 GMT

Yes...accidently (while trying to help) added sim to my phone. I will try the web login. And I realize I will need to purchase a new sim. I was wondering why the app works on my phone and not hers....they are the same Google Pixel6a

Re: Mobile app not logging in

Phil_Adelphus — Thu, 10 Apr 2025 12:38:55 GMT

@wmssjones Are you using the same email address for both accounts?

Re: Mobile app not logging in

wmssjones — Thu, 10 Apr 2025 12:40:04 GMT

No she has her own account

Re: Mobile app not logging in

slusagm — Thu, 10 Apr 2025 12:51:07 GMT

@wmssjones

can she try login her account on a browser on a computer first? that can confirm if it is the account itself or the app

Re: Mobile app not logging in

wmssjones — Thu, 10 Apr 2025 12:54:36 GMT

I will do this yes...just not near her at the moment.