O2 priority - cannot sing in

[shaunastell]

I have installed the O2 priority app on my iPhone and it set up fine but now it will not sign me in/load, it just keeps kicking me back to the “login to virgin media” button 

[MOD EDIT: Subject title changed for clarity]

[Ayisha_B]

Hi 👋@shaunastell,

A warm welcome to our Community Forums and thanks for your post. 

I am sorry to hear you're having some issues signing into the O2 priority app. 

I'll be more than happy to assist you further 😊

Could you confirm you are signing in using the same details you would for your MY VM account?

If it's not displaying any error and just kicking you back to the login page, may I suggest deleting and re-installing the app to see if this makes any difference?

Have you tried accessing Priority on the O2 website via the browser?

Let us know, so we can offer further support if required.

[shaunastell]

Thanks for the reply, it allowed me to set it up but it automatically tries to sign me in so I presume it’s using the same details. I have removed the app from my phone and when I reinstall it from the App Store it downloads it from the cloud and automatically tries to sign me in rather than go through the set up procedure again.

[Ayisha_B · Accepted solution]

Thanks for coming back to me and I am sorry that didn't make any difference. 

Could you try to access O2 priority via the website here and let me know if this helps?

It would also be worth following the below steps:

1. Try closing down (‘killing’ or ‘close all’) on your apps (swipe from bottom of phone to view all open applications)
and then swipe up on Priority to dismiss it.
2. Try clearing the cache for the app
3. Try clearing the cache for Chrome browser.
4. Bypass the biometric method (after entering email address) and try entering your Virgin Media password.

[shaunastell]

Thank you, I got in via the link and now the app has started working.

[Ayisha_B]

Yay, that's amazing! 🙌

So pleased I was able to help get this sorted for you. 

if you need our assistance with anything else, give us a shout.

All the best!