iD Mobile - Mobile done right‪!‬ 4+

This new version is beyond words to describe it. I like the old version as it did face recognition which was great, but this version each and every time asks you for your email address and password then asks if you want facial recognition which I always say yes because it makes my life easier. Well the facial recognition doesn’t work, so why ask for it if it’s not available? Trying to get to chat to someone is a feat in itself because it’s almost impossible to find the button. They just want you to look at the Q&A’s which in most cases are about as useful as a chocolate fireguard! When you do eventually find it, and you have to dig hard to do so, you are faced with speaking to a chatbot which is almost guaranteed to raise your blood pressure. I now have learned to get past this by insisting to speak to a human which you are then passed to. Curry’s need to read these reviews because clearly there is an awful lot of unhappy and very angry customers out there. How hard can it be to use an app just to view your current bill and to see what you have left on your data etc? In Curry’s eyes it would seem quite hard! For heavens sake Curry’s sort these problems out, and do yourselves a favour by testing out the software first before you make it public.

Great I thought, an updated ID Mobile account app. The old one worked but was a bit clunky and dated. Downloaded the new version. Have to re-sign in with my email address. No problem I thought. How wrong I was…

Weeks later after many multiple attempts to re-set up my account, I’ve barely made it past the “enter email address” screen to see “we’re experiencing a high volume of traffic right now”.

But then tonight it all changed. I got to a “you’re in a queue” screen. Progress. Waited patiently. Got to the front of the queue. Entered a password - wow this is new. Got an email to say my account is set up. Open the app. Enter email address. Enter password. Then it cycles back to the enter email address screen. So I do. Enter password. Back to the enter email address screen. Fantastic(!). I’ve decided I’d break that loop to quickly come and write a review about what’s happened before I got back to the infinite loop… maybe one day I’ll log back in successfully…

I thought ID Mobile’s last attempt at an app was poor, but this new app is simply awful. How it ever passed even the most basic QA test is anybody’s guess.
Firstly, it requires you to create a new account to log in to the app. Why is this necessary when I had an account set up previously to use the app before the ‘upgrade’?
If you attempt to create a new account you’re directed to a queue and have to wait 10-30 minutes before entering your details.
If you waste 10-30 minutes of your day waiting, and do manage to get to the front of the queue then things get even worse.
The logic used to validate password complexity appears to be a joke. Auto generated passwords suggested by iPhone that contain random upper and lower case alpha, numeric and special characters fail validation because they apparently contain a name or email address. This happens when the passwords clearly don’t. Passwords from trusted random password gen websites fail. Passwords entered manually, matching all the complexity criteria fail.
I suspect it may be customers stuck battling at this password stage that put load on IDs servers and cause the 30 minute queues!