I am struggling to understand why they are taking so long to look into the problem having all the information given to them? If it’s pixel phones using the latest android build having the issue would it not be prudent to buy one to replicate it and fix the issue?
Just how long is acceptable to keep waiting for a fix? This issue is incredibly annoying. Just now I used my card to purchase something and needed to authentic it was me using the app. Guess what? Yup. Had to jump though hoops again while on a countdown timer till it rejected.
As mentioned before nothing has been changed in the back end which is why the team are still investigating this in more detail.
The team I refer to is the development & engineering team. This is not a mistake as it is not happening to everyone if it was it would be easier to locate.
It might well be easier to keep things working on apple phones due to the devices and software being controlled by the same company making it more consistent across all devices. But, that shouldn’t mean it’s impossible for this ‘team’ to figure out how to make it work on android 14 on a pixel device.
Kris has already stated, he tests the app on a device running android 11, this is a complete waste of time as that doesn’t even get security updates any longer.
A banking app should be using up to date security and should be concentrating on android 15, 14, 13 and at a push 12 as they are getting security patches… The app knows the version of the OS and should show a pop up explaining android 11 is no longer supported due to outdated OS software security.
Most won’t be running android 15 yet, and anything older than 12 should be dumped, that leaves 3 versions for this ‘team’ to concentrate on and actually fix the thing.
@JonnyE Yes I test version 11 but I also said the development team test the newer versions.
Android security is not for us to decide, as you said not everyone has the new version so only building something to that would not be ideal and why we support other versions. We have built security into the app to make sure it is as secure as possible and we are always looking at ways to develop this.
My point is, why are tally wasting their time trying to ensure the app security works on a device when even the multi billion dollar company Google doesn’t even bother anymore. Software and hardware that are out of date have security issues because things move on to better and secure devices. Many apps don’t support legacy software or hardware and with tally’s developers clearly struggling with this app, why are they trying to secure an old device and version of android when no one else is.
I appreciate you are stuck in the middle trying to smooth over customer issues, but most of them are caused by the lack of development of the app and their work not being tested properly.
If google don’t waste their resources on android 11, neither should tally. I just think your time could be better spent testing the builds for the supported versions of android to point out the issues before it is released as an update. Perhaps this security login disaster could then have been detected before release and avoided.
@JonnyE, building an app that supports different versions of iOS or Android is a good thing, as not everyone wishes to update to the latest version, but we only go back to certain versions on both.
We do a lot of testing, but we can not test on every device and version of the software we support plus you said earlier you use additional security on your phone which we do not test for; otherwise, we would not release updates. The update that recently got released had a change in the login process, which we are monitoring.
If it was only my phone with graphene OS on it that was having problems then I would understand that its my problem, but it isn’t, there are numerous people on here with the same issue.
I was having a conversation earlier with someone which came on to the rise in the price of gold, I asked about his app and he’s also got login issues on an Android device. He also said his mum can’t login to her app either because of an error mentioning use of a new device, which she hasn’t got and the sms goes to her phone with the app on.
We must be nearly 6 weeks with no sign of a fix.
And I stand by my comment about it being a waster of resources trying to secure android 11 when google don’t even bother with it because it is so outdated and unsecure.
@b1gdeano we do support the latest versions on both iOS and Android, I used my testing and did not get the login issues when logging in daily or after a few days.
The latest app release had a change in the login process from the back end which the team is monitoring.
@JonnyE If other people are having the issues you know of get them to get in touch with support via chat in the app or email via support@tallymoney.com as the number of people who have got in touch about this is not as big as you may think and the more people who do get in touch about this makes it easier to try and locate the issue.
It’s hard to fix something if you have a small group of people having an issue as it is harder to locate the problem.
That is your opinion on what versions to support but as I said before not everyone may have the latest version
As this person said to me, he keeps meaning to contact tally about it but then something comes up and he doesn’t get round to it.
Much like this forum, there are only a handful of people who post, yet apparently over 50,000 users (or downloads)
It seems to me the easiest solution would be for tally to send an email with a survey that asks the respondents to select options
Do you have an issue with logging in, if yes which operating system they are using, , which error message they received, which device, and which version of the operating system, allowing them to add a version if not on the list you have created.
Responses to that would narrow it down quicker and easier, it would also show that tally are aware of the issue and are trying to resolve it.
@JonnyE Will pass on the feedback to the team about the survey but as we only have a a very small group of people this is affecting I do not see the point of sending it to everyone as yet.
The important point is you can login it is just asking you to do the full process each time.
The group it’s affecting is FAR larger than you are guessing it is. Most people can’t be bothered and don’t have time to have a back and forth with support so they just leave it hoping someone else is doing it, probably moan about it with others and don’t tell you how annoying it is. I’ve just mentioned 2 people affected that haven’t contacted you and they are the only 2 I’ve asked.
The comment about being able to login, that’s the main thing… ( it’s just a lot of hassle and shows the app has issues and has done for numerous weeks, but we can’t fix it so just put up with it) is the impression tally gives us in general unfortunately.
Why be proactive and contact your customers for feedback, when you can just keep guessing and remain in the dark with no answers or solutions I guess I’m just too old school.
I’ll leave this to tally, maybe they fix it, maybe it’s just no big deal to them.
I guess I’m just too old school.