BoI Android app showing white screen after last update

coylemj

I'm not alone in this, based on comments left by several users in the Play Store......

After the most recent update (late on Thu. May 6th), the Android app briefly shows the BoI logo and then I see a completely blank (white) screen. And then... well that's it really.

Ohmeha

Exact same for me this morning on my Android phone, app was updated 9 hours ago

Ohmeha

I see on twitter the rep telling everyone to ensure they have the most up to date version of the app, eh that's the problem it's the latest version causing this issue

So I've re-installed the app and now it won't send the SMS for the activation code! 

minibear

Same here, a lovely white screen ðŸ˜

Hellrazer

Same here - Worst part is you cant even access your account through a browser because you have to swipe this stupid app to allow you access.

minibear

Hellrazer wrote: »

Same here - Worst part is you cant even access your account through a browser because you have to swipe this stupid app to allow you access.

I just tried that but it showed up on my phone screen and I was able to swipe really quickly before it disappeared. so i got in to my account that way. Ridiculous carry on and unacceptable to be trying to sneak into your own bank account. 

Bank of Ireland: Tara

Hi all,

Thanks for your posts and sorry to hear you're having difficulty accessing the Mobile App. Another update was published on the Google Playstore yesterday evening. Can you please check you are using Android App V2.6.2? If you have this version installed and are still having difficulty, please let us know. 

Thanks
Tara

Ohmeha

Bank of Ireland: Tara wrote: »

Hi all,

Thanks for your posts and sorry to hear you're having difficulty accessing the Mobile App. Another update was published on the Google Playstore yesterday evening. Can you please check you are using Android App V2.6.2? If you have this version installed and are still having difficulty, please let us know. 

Thanks
Tara

Hi Tara, as advised in my earlier post I have repeatedly re-downloaded version 2.6.2 from play store this morning and I get to the final step for me to be sent an activation code by SMS to the correct last 4 digits of my mobile number but I am not receiving any SMS so I still cannot access my account

Bank of Ireland: Tara

Ohmeha wrote: »

Hi Tara, as advised in my earlier post I have repeatedly re-downloaded version 2.6.2 from play store this morning and I get to the final step for me to be sent an activation code by SMS to the correct last 4 digits of my mobile number but I am not receiving any SMS so I still cannot access my account

Hi Ohmeha,

Sincere apologies we missed your comment regarding not receiving the SMS. For help with this please call our Mobile App Team on 0818200362 and they will get this sorted for you.

Thanks
Tara

Hellrazer

Bank of Ireland: Tara wrote: »

Hi all,

Thanks for your posts and sorry to hear you're having difficulty accessing the Mobile App. Another update was published on the Google Playstore yesterday evening. Can you please check you are using Android App V2.6.2? If you have this version installed and are still having difficulty, please let us know. 

Thanks
Tara

Would you mind telling us how to install the latest version. According to Play store the app was last updated on the 5/5/2021.
I have no later updates than that and definitely none on teh 6/5/2021. This is just silly on a Friday afternoon leading into a weekend.

ongarite

I fixed the white screen issue by deleting and reinstalling the app.

Bank of Ireland: Tara

Hellrazer wrote: »

Would you mind telling us how to install the latest version. According to Play store the app was last updated on the 5/5/2021.
I have no later updates than that and definitely none on teh 6/5/2021. This is just silly on a Friday afternoon leading into a weekend.

Hi Hellrazer,

If you can please check the version to ensure you have V2.6.2 as this should be the most up to date one listed in the Play Store.

Thanks
Tara

coylemj

Bank of Ireland: Tara wrote: »

If you can please check the version to ensure you have V2.6.2 as this should be the most up to date one listed in the Play Store.

Thanks
Tara

Multiple people are telling you that the problem is precisely because we have the latest version. 2.6.2 is dated May 5th and was pushed out on the Play Store late yesterday (May 6th). On my Android phone and tablet it caused me to end up with a white screen. As of 13:45 today 2.6.2 is still the latest version.

I fixed it on my phone by uninstalling and reinstalling. Clearly the latest update was not tested properly. And I realise that your instructions are to tell people to phone that number but all they ever tell you to do is uninstall and reinstall, regardless of what the problem is.

Hellrazer

Hellrazer wrote: »

Bank of Ireland: Tara wrote: »

Hi all,

Thanks for your posts and sorry to hear you're having difficulty accessing the Mobile App. Another update was published on the Google Playstore yesterday evening. Can you please check you are using Android App V2.6.2? If you have this version installed and are still having difficulty, please let us know. 

Thanks
Tara

Would you mind telling us how to install the latest version. According to Play store the app was last updated on the 5/5/2021.
I have no later updates than that and definitely none on teh 6/5/2021. This is just silly on a Friday afternoon leading into a weekend.

I fixed it on mine by uninstalling the app and re-installing. 

Bank of Ireland: Aisling

Hi Coylemj,

Thanks for getting back to us here on Boards.ie.

If you have deleted and reinstalled the app and you are still facing the same difficulties, it would be necessary to all our Support Team on 0818 200 362. One of my colleagues will be more than happy to help you with this.

Thanks, Aisling

Tow

I also have the white screen problem with the mobile app.  It is still possible to log on to the website,  when the phone gets the login on approval notification, quickly swipe to accept it.  You should be allowed on to the website and a few seconds later the phone app will crash.

Bank of Ireland: Megan

Tow wrote: »

I also have the white screen problem with the mobile app.  It is still possible to log on to the website,  when the phone gets the login on approval notification, quickly swipe to accept it.  You should be allowed on to the website and a few seconds later the phone app will crash.

Good morning Tow,

Thanks for getting in touch with us here today on Boards.ie. 

I am sorry to hear you're having difficulty with the mobile app. If you delete and reinstall the app, this should resolve the difficulty you are having. 

I hope this information helps and I apologise for any inconvenience. 

Many thanks,
Megan

terenurebob

Bank of Ireland: Tara wrote: »

Hi Hellrazer,

If you can please check the version to ensure you have V2.6.2 as this should be the most up to date one listed in the Play Store.

Thanks
Tara

Hi, I am getting the same white screen issue. Version is 2.6.2

MEGA BRO WOLF 5000

May I suggest firing your developers. A team of monkeys hammering away at a keyboard for hours would do a better job. I'm sick of this at this stage, it's 2021 and I've to visit a branch to see my balance and then I've to figure out a way to pay my rent today that doesn't include using the app...which is basically impossible.

Thanks for nothing as usual Bank Of Ireland. I'll await your standard reply in 3-5 business days. Sort your **** out, this is unacceptable. 

coylemj

OP here.

If anyone else is having this problem, the only solution is to uninstall and reinstall.

Even if they updated the app, your version is now nobbled and won't work without a reinstall. So don't wait for an update, there's none coming - none that will fix this problem at any rate.

After reinstalling, you need to clean up your device list. Open the app, go into 'Profile' by clicking the head icon in the top-right corner then tap the 'My security devices'. You will see your phone or tablet listed twice and you need to delete the old one, that will be the one which does not have 'This device' against it. Tap the box showing the old device and remove it.

terenurebob

Reinstall resolved the issue.

MEGA BRO WOLF 5000

coylemj wrote: »

OP here.

If anyone else is having this problem, the only solution is to uninstall and reinstall.

Even if they updated the app, your version is now nobbled and won't work without a reinstall. So don't wait for an update, there's none coming - none that will fix this problem at any rate.

After reinstalling, you need to clean up your device list. Open the app, go into 'Profile' by clicking the head icon in the top-right corner then tap the 'My security devices'. You will see your phone or tablet listed twice and you need to delete the old one, that will be the one which does not have 'This device' against it. Tap the box showing the old device and remove it.

That's all well and good but imagine an older person having to do this, bank closures everywhere, older people are driven to use the app... Which is useless. BOI need to do more.

antodeco

The BOI app has always been a piece of sh!t. Random security token errors and white screens. As someone said, it's 2021. How hard is it to make an app work? I'm all glad we have to pay our €6 fee for NOT being able to access our accounts. Absolute bullsh!t

dirtyden

I have tried deleting and reinstalling the app. I am not getting the SMS activation code.

The BOI technology is incredibly buggy, it does not inspire confidence.

Bank of Ireland: Megan

terenurebob wrote: »

Bank of Ireland: Tara wrote: »

Hi Hellrazer,

If you can please check the version to ensure you have V2.6.2 as this should be the most up to date one listed in the Play Store.

Thanks
Tara

Hi, I am getting the same white screen issue. Version is 2.6.2

Hi terenurebob, 

Thanks for getting in touch with us here.

I am sorry that you were having difficulty with the app. This has since been resolved and if you delete and reinstall the app it should be back up and running for you.

Many thanks,
Megan

Bank of Ireland: Megan

dirtyden wrote: »

I have tried deleting and reinstalling the app. I am not getting the SMS activation code.

The BOI technology is incredibly buggy, it does not inspire confidence.

Good morning,

Thanks for getting in touch with us here on Boards.ie

I am sorry to hear this. If you are having difficulty registering on the app, please contact our customer service team on 0818365365 or 0035314044000. One of my colleagues will be happy to help.

Many thanks,
Megan

Crimsonred

Bank of Ireland: Megan wrote: »

Hi terenurebob, 

Thanks for getting in touch with us here.

I am sorry that you were having difficulty with the app. This has since been resolved and if you delete and reinstall the app it should be back up and running for you.

Many thanks,
Megan

Still not sorted, on the mobile app the reinstall process fails once you get to part where you key in the authentication code.

"That code doesn't look right, please try again" is the message that keeps coming up when I enter the SMS code.

coylemj

Bank of Ireland: Megan wrote: »

Hi terenurebob, 

Thanks for getting in touch with us here.

I am sorry that you were having difficulty with the app. This has since been resolved and if you delete and reinstall the app it should be back up and running for you.

Many thanks,
Megan

I'm the OP, I started this thread.

The problem has not been 'resolved' if your 'solution' is to uninstall and reinstall. It simply means that your developers or the company which maintains the app screwed up and didn't test the update properly. Or at all. I applied the update to my phone and tablet and both of them went to a white screen when I ran the updated app. There is simply no excuse for that.

Grolschevik

I just want to register my complete agreement with those complaining about this entire app and website ****show, both in this thread and the one about the website. This sort of incompetence is unacceptable. Being able to access your money and do stuff with it is the fundamental reason banks exist in the first place. Get your act together.

dodderangler

Deleted and now I am also having problems getting bank on and me bank card won't let me tap either
More issues. Possibly the worst bank in ireland and its leading me to sign up with ulster bank today because of this
Absolutely sick of the way customers are treated by them and its online ways are atrocious

dodderangler

Also worth noting since Friday I've sent 5 messages to 50365 with user
And nothing been sent. A shambles of a bank who treats their customers like dirt and always has!!

Bank of Ireland: Megan

dodderangler wrote: »

Also worth noting since Friday I've sent 5 messages to 50365 with user
And nothing been sent. A shambles of a bank who treats their customers like dirt and always has!!

Hi,

Thanks for getting in touch with us here.

I am very sorry to hear that this has been your experience. If you are unsure of your user ID, please call our customer service team on 0818365365 or 0035314044000. One of my colleagues will be happy to help. They are available from 9am-5pm Monday-Friday. 

We value your feedback and I will be sure to share it with the relevant team. 

Many thanks,
Megan

Crimsonred

Crimsonred wrote: »

Bank of Ireland: Megan wrote: »

Hi terenurebob, 

Thanks for getting in touch with us here.

I am sorry that you were having difficulty with the app. This has since been resolved and if you delete and reinstall the app it should be back up and running for you.

Many thanks,
Megan

Still not sorted, on the mobile app the reinstall process fails once you get to part where you key in the authentication code.

"That code doesn't look right, please try again" is the message that keeps coming up when I enter the SMS code.

I uninstalled the app on my phone last weekend as advised by the bank and have now tried to re-register the app on my phone a total of 15 times without success. I have an android device. 

When will this problem be sorted?

Bank of Ireland: Megan

Crimsonred wrote: »

Crimsonred wrote: »

Bank of Ireland: Megan wrote: »

Hi terenurebob, 

Thanks for getting in touch with us here.

I am sorry that you were having difficulty with the app. This has since been resolved and if you delete and reinstall the app it should be back up and running for you.

Many thanks,
Megan

Still not sorted, on the mobile app the reinstall process fails once you get to part where you key in the authentication code.

"That code doesn't look right, please try again" is the message that keeps coming up when I enter the SMS code.

I uninstalled the app on my phone last weekend as advised by the bank and have now tried to re-register the app on my phone a total of 15 times without success. I have an android device. 

When will this problem be sorted?

Hi,

Thanks for reaching out to us here.

I am very sorry to hear that you're having trouble re-registering on the app. For the best help, please contact our customer service team on 0818365365 or 0035314044000. One of my colleagues can certainly help with this. They are available from 9am-5pm Monday-Friday.

I hope this information helps.

Many thanks,
Megan

Crimsonred

The customer service team have so far not been able to resolve the IT issue at fault here.

I spoke to them yesterday and again today and have reinstalled the app twice now but to no avail.

Bank of Ireland: Megan

Crimsonred wrote: »

The customer service team have so far not been able to resolve the IT issue at fault here.

I spoke to them yesterday and again today and have reinstalled the app twice now but to no avail.

Hi,

Thanks for getting back to us here. 

Once the app is up to date and running on version 2.6.4 it should be operating as normal for you. If you continue having any difficulty, please contact our customer service team on 0818365365 or 0035314044000. One of my colleagues can investigate this further for you.

Thanks, 
Megan

Rahq Doljana

Just wasted an hour just trying to check my balance. Received a message saying one more attempt to access my account would lead to it being blocked. Phone lines out of hours, emergency phone lines only dealing with a few specific issues. So no way to contact BOI to prevent them locking me out of my account. Had to resort to social media to get a solution, not from BOI, but from other customers suffering the same sh*t service. You suck donkey balls, BOI.

Crimsonred

Bank of Ireland: Megan wrote: »

Crimsonred wrote: »

The customer service team have so far not been able to resolve the IT issue at fault here.

I spoke to them yesterday and again today and have reinstalled the app twice now but to no avail.

Hi,

Thanks for getting back to us here. 

Once the app is up to date and running on version 2.6.4 it should be operating as normal for you. If you continue having any difficulty, please contact our customer service team on 0818365365 or 0035314044000. One of my colleagues can investigate this further for you.

Thanks, 
Megan

I spoke to customer services on Thursday of last week, yesterday and again today, they are unable to solve the problem, I have the most up to date version of the app on my phone but it won't let me complete the registration process.

I have uninstalled and attempted to reinstall the app on my phone but I can't get the installation process to complete. 

Every time I enter the activation code which is sent from BOI I get a message saying "That code doesn't look right. Please try again." 

I have an android device.

There is an IT issue which the BOI software people are unable to resolve but that is no good to us who are left without online banking as a result. 

 

Bank of Ireland Reps

Rahq Doljana wrote: »

Just wasted an hour just trying to check my balance. Received a message saying one more attempt to access my account would lead to it being blocked. Phone lines out of hours, emergency phone lines only dealing with a few specific issues. So no way to contact BOI to prevent them locking me out of my account. Had to resort to social media to get a solution, not from BOI, but from other customers suffering the same sh*t service. You suck donkey balls, BOI.

Hi There,

Thanks for getting in touch with us here today. We are sorry to hear that you feel this way. Our customer service team is available from 9am to 5pm Monday to Friday. If you are experiencing difficulty with logging into your account have updated the mobile app to the latest version on 2.6.4 we would suggest that you contact our customer service team directly on 0818 365 365 and our colleagues here will be happy to help with this.

Thanks Jen

Bank of Ireland Reps

Crimsonred wrote: »

Bank of Ireland: Megan wrote: »

Crimsonred wrote: »

The customer service team have so far not been able to resolve the IT issue at fault here.

I spoke to them yesterday and again today and have reinstalled the app twice now but to no avail.

Hi,

Thanks for getting back to us here. 

Once the app is up to date and running on version 2.6.4 it should be operating as normal for you. If you continue having any difficulty, please contact our customer service team on 0818365365 or 0035314044000. One of my colleagues can investigate this further for you.

Thanks, 
Megan

I spoke to customer services on Thursday of last week, yesterday and again today, they are unable to solve the problem, I have the most up to date version of the app on my phone but it won't let me complete the registration process.

I have uninstalled and attempted to reinstall the app on my phone but I can't get the installation process to complete. 

Every time I enter the activation code which is sent from BOI I get a message saying "That code doesn't look right. Please try again." 

I have an android device.

There is an IT issue which the BOI software people are unable to resolve but that is no good to us who are left without online banking as a result. 

 

Hi,

We appreciate you getting back to us here and we are sorry to hear that this has been your experience. Can we check with you what device are you currently using?

Thanks jen

Crimsonred

Bank of Ireland Reps wrote: »

Hi,

We appreciate you getting back to us here and we are sorry to hear that this has been your experience. Can we check with you what device are you currently using?

Thanks jen

Samsung Galaxy J3.

Bank of Ireland Reps

Crimsonred wrote: »

Bank of Ireland Reps wrote: »

Hi,

We appreciate you getting back to us here and we are sorry to hear that this has been your experience. Can we check with you what device are you currently using?

Thanks jen

Samsung Galaxy J3.

Thanks for getting back to us here. Would you mind leaving this with us while we check this out with our support team. Please be assured that we will come back to you here.

Thanks Jen

Bank of Ireland Reps

Crimsonred wrote: »

Bank of Ireland Reps wrote: »

Hi,

We appreciate you getting back to us here and we are sorry to hear that this has been your experience. Can we check with you what device are you currently using?

Thanks jen

Samsung Galaxy J3.

Hi there,

Thanks for being so patient. A potential fix has been deployed, we would ask that you restart your device to activate this. 

I hope this helps.

Thanks Jen

Crimsonred

Bank of Ireland Reps wrote: »

Hi there,

Thanks for being so patient. A potential fix has been deployed, we would ask that you restart your device to activate this. 

I hope this helps.

Thanks Jen

Hi,

I did that and it's back working now.

Thanks.