Welcome to the Rogers Community Forums and congrats on your very first post! 👍
This is definitely concerning! It's odd that you would be able to gain access to your online profile via the website, but not through the app! It does sound like you've taken all of the right measures to ensure success.
If possible, we would love to have a closer look into this at our end. Please send us a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, please CLICK HERE.