App not working

[sandiejoyce1943]

On my phone I can enter user and password then it goes back to menu my phone has a blackout a week ago so thought maybe a new phone would be need but on my tablet my rogers comes up but only with my husband's #. It keeps stopping and again puts me back on main menu. My tablet is a L211 android and my phone is a Z6252 android.

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[RogersJermaine]

Hi @sandiejoyce1943,

Welcome to the Rogers Community Forums and thank you for sharing your post! 

If we can just get a bit more clarification to assist you further, is it the MyRogers app that you are unable to launch on your mobile devices or one of the other Rogers apps? 

If you can let us know the make and model of the devices along with the current OS as well as any troubleshooting steps that you may of completed so far such as uninstalling the app and reinstalling it back? 

 We look forward to your reply.

RogersJermaine

[sandiejoyce1943]

It is my rogers app. Works on my tablet but on phone I have to enter username and password and it connects me to

[sandiejoyce1943]

It is my rogers app. On the phone I have to enter user name and password connects me to first page then back out I go. On my tablet it comes up but with app info box which I ignore then get to my acct. Sent all other info in previous msg

[RogersJermaine]

Hi @sandiejoyce1943,

Thank you for confirming the issue is with the MyRogers app. Thank you as well for the information that it is working on your tablet but not on your mobile device.

You listed the model of the phone as Z6252. When doing a search, it comes up as a ZTE Blade A7P. Is that the correct device that you are using? Can you confirm the current android version on the phone as well? Can you also try uninstalling the app and reinstalling it back as well as rebooting the device? Let us know the exact error message you are receiving or what happens when you try to sign in after completing the troubleshooting steps. 

Regards,

RogersJermaine

[sandiejoyce1943]

Yes phone is ZTE current android version is 11. Cannot delete choices are open,disable and force stop

[RogersJermaine]

If you do go into the Play Store and search for the MyRogers app, you should see the option to uninstall it there. You did mention that it works on the tablet. Have you tried another mobile device as well? If it is working on all other devices, then there may be a possible issue with your mobile device. 

RogersJermaine

[LordDrakkon]

Is it possible your device is so far out of date, that it lacks the minimum security patch and or Android version to run? Android 16 is 2 to 3 months away.