O2 PRIORITY APP - CANT SIGN IN

[LUCYDWI]

Why can't Virgin media customers sign into the O2 Priority App??

[Steven_L]

Hey LUCYDWI,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having signing into the Priority app.

Have you tried to un-install and re-install the app since the issues started?

Have you ever been able to log into the application?

Kind Regards,

Steven_L

[LUCYDWI]

Only installed the app today and have been a virgin media/mobile customer for over a year. Won't let me login to priority app with virgin media login details.

[Steven_L]

Thanks for coming back to us LUCYDWI, please could you try to login to the O2 priority website, to see if that works for you?

Kind Regards,

Steven_L

[LUCYDWI]

As I've told you twice before, II HAVE BEEN USING THE O2 PRIORITY WEBSITE!!!

[Kain_W]

Thanks for the response on there,

Our team are still investigating the matter with the App for our customers.

Can I ask were you able to gain access previously?

Regards,

[LUCYDWI]

As I've already said, I only downloaded the app today

[Alex_RM]

Can you confirm that you're able to sign into your My Virgin Media account okay?

Alex_Rm

[LUCYDWI]

Please stop being total idiots....yes, I've signed into all apps, and no, I can't sign into prior.

[Kath_F]

Hi LUCYDWI, 

Thanks for coming back to us on this. It's not our intention to repeat things but in your posts - you've only mentioned that you've tried the Priority App and didn't mention that you've tried the website. 

As you are able to log in to My VM and our other apps, this suggests it's not an account issue which is great. 

As you're using the app, if you're using an iOS device can you try closing all the open apps you have. Once you've done this, try Settings > Safari > Safari browser and scroll down > tap ‘Clear History and Website data’. If you use Chrome as your default browser then instead open Chrome > click on History > Clear Browsing Data. Once you've done this try logging in again for me using your password instead of the biometrics. 

If you're using an Android device, can you try closing all the open apps you have. Once you've done this, clearing the cache for Priority app. Go to > Settings > Apps > Priority app > Storage > Clear cache. Again, if you use Chrome as your default browser then also open Chrome > click on the 3 dots on the top right > History > Clear Browsing Data. Once you've done this try logging in again for me using your password instead of the biometrics. 

Keep us posted on how you get on. 

Thanks,