The app doesn't login

[monsoon77]

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?

[hTideGnow]

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

[monsoon77]

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! 

[monsoon77]

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

[Chalupa_Batman]

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@monsoon77 wrote:

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

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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 It was out of date.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        

[hTideGnow]

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: 

1. Open Settings
2. Tap Apps
3. Tap Safari
4. Tap Clear History and Website Data
5. Tap Clear History to confirm

[monsoon77]

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

[hTideGnow]

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

[Chalupa_Batman]

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@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?

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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.