Login issues

[Ravikumar1448]

I frequently encounter the issue of having to reset my password each time I log in to the app. I strongly recommend improving your QA process by hiring skilled professionals who can create comprehensive test plans and test cases to cover all areas of functionality. This issue has persisted for over a year on both Fido and Rogers apps, which suggests that the QA process may not adequately address login functionality, particularly for users with multiple accounts (both active and canceled). As someone with experience in IT, I believe that addressing such fundamental issues should be a priority, as it reflects the overall effectiveness of the QA team.

[RogersMoin]

Hello, @Ravikumar1448.

We're delighted that you joined our Community. Thank you for sharing your concerns and detailed feedback.

I understand how disruptive it can be to reset your password repeatedly. Which app are you referring to?

We want to investigate the issue; if you are in the West, please get in touch with us at Shaw Support.

If you are in the East, please send @CommunityHelps a private message. You can find details about our private messaging in this blog.

Cheers,

RogersMoin

[Ravikumar1448]

It’s any apps even for login web, mobile Xfinity, my rogers. I am in Ontario.

[Marniee]

I open my app and it asks for my user name then password. Once I fill that out it acts like it is going to sign in for a second. Then it goes to an image of a woman holding her phone and stays there completly frozen.
I have tried deleting the apps cache.
When that did not work I tried deleting the apps data.
When that did not work I tried cleaning my phones memory and restarting the phone.
When that did not work I tried disabling my rogers then restarting my phone and re-enabling my rogers.

I am using a.brand new S24 but I did a diagnostic on the phone anyway to see if my phone was the problem -.it was not.

So how can I resolve this issue?

[RogersMoin]

Hello, @Ravikumar1448.

It's unusual to get prompted to keep changing your MyRogers password, whether on the web or in the apps. 

Have you enabled the MFA for MyRogers? You can check the MFA settings under the Settings | MyRogers Profile menu when logged into the web portal. 

Are you using a VPN service on your device(s)?

We look forward to hearing from you. 

Cheers,

RogersMoin

[57]

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@Ravikumar1448 wrote:
I frequently encounter the issue of having to reset my password each time I log in to the app.

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PW are usually stored as cookies on the device you use.  Here are my comments/questions?

1. Do you have your device set to delete cookies automatically?

2. Do you use a different device - this may prompt the app or website to request the PW again.

3. You say "reset". Do you mean "input", or create a new PW?

Here's a set of tips designed for browser/app issues.  Check them out.

https://communityforums.rogers.com/t5/MyRogers-Rogers-Apps/Tips-for-Rogers-Websites-amp-Apps/m-p/491...

[RogersCorey]

Good morning @Marniee!

I apologize for the inconvenience. I know MyRogers app access is very important. Thank you for detailing the troubleshooting steps you've already taken.

What happens when you try to login to our webpage www.rogers.com? Do you experience a similar issue?

~RogersCorey

[Ravikumar1448]

I am using the same device and no VPN. I also have to change password even I use incognito mode, so cokkies is not an issue at all. Even to reply here, I have to reset my password. MFA is enabled by default, and I didn’t enable it myself, nor am I allowed to disable it. This is extremely frustrating, and I won’t be responding further. (Have your QA team look into it, or better yet, hire me—I’m an excellent Senior SDET.) You have my ID, so check the logs in Splunk, OpenShift, or whatever tool your organization uses.

In case you're wondering, I am on Rogers internet.