Atom Bank App

FredaJones

I have had a couple of savings products with Atom Bank, set up via their app on my phone, and currently have a 1 year bond.

Today I went to log in to be told they have a lovely, shiney new app, but that it is not supported by my phone.

Fantastic. :mad:

So an app-only bank that has decided, without warning, to pull the rug out from users with older phones? Why?

I guess I will be able to arrange withdrawal of my money, when the bond matures, over the phone but I have also lost access to the documents for the account.

Not happy! But a warning I suppose to anyone who might be thinking about opening an app-only account.

eskbanker

I guess it'll always be the case that app providers can't keep supporting every version of the common mobile operating systems for ever and have to draw the line somewhere - perhaps if you clarify what phone and software version you're using it'll help inform others and could even lead to suggestions for things you can try?

FredaJones

eskbanker wrote: »

I guess it'll always be the case that app providers can't keep supporting every version of the common mobile operating systems for ever and have to draw the line somewhere - perhaps if you clarify what phone and software version you're using it'll help inform others and could even lead to suggestions for things you can try?

I agree that supporting old operating systems is always an issue but I had a working app two weeks ago and now it is dead without warning. It is not like you can just log in on a PC at the library as you could if a version of Windows stopped being supported for example.

And had I been warned in September that my app would die in the New Year, I would not have taken out the product.

My phone runs Android 6 but short of buying a new phone I doubt anyone is going to be able to suggest a solution - but I am open.

BoGoF

Did you check the spec required before updating the app?

colsten

It doesn't work on my iPhone XS, on the most recent iOS, either. "There was a problem connecting to our server".

Glad I have no money with them.

eskbanker

FredaJones wrote: »

I agree that supporting old operating systems is always an issue but I had a working app two weeks ago and now it is dead without warning. It is not like you can just log in on a PC at the library as you could if a version of Windows stopped being supported for example.

And had I been warned in September that my app would die in the New Year, I would not have taken out the product.

My phone runs Android 6 but short of buying a new phone I doubt anyone is going to be able to suggest a solution - but I am open.

https://www.atombank.co.uk/help/faqs clarifies that their policy is current and previous versions:

Which devices can use the app?

We try to support as many devices as possible, but as with many other apps, some which are older devices may be too outdated too.

You are likely to have issues with our app if your device can't run either the most recent operating system (iOS 13 for iPhones and iPads, Pie for Android) or the one before that (iOS 12 for iPhone/iPad, Oreo for Android).

A 2015 release of the operating system is inevitably going to be some way behind the curve and runs the risk of being unable to comply with current security standards, etc, so you may wish to look at operating system upgrade options....

techwatcher

colsten wrote: »

It doesn't work on my iPhone XS, on the most recent iOS, either. "There was a problem connecting to our server".

Glad I have no money with them.

The app works fine on my XS Max with the latest version of iOS. Perhaps your error was a temporary issue?

badger09

Working ok on iPhone SE on iOS 13.2.2

No money with them now though

colsten

techwatcher wrote: »

The app works fine on my XS Max with the latest version of iOS. Perhaps your error was a temporary issue?

I've tried again just now and still get the same error. It might have something to do with not logging in for months on end - though the error message I get is v strange

gm0

I had a recent similar experience with Revolut.

As a consequence their account closure processes also left a great deal to be desired.

I have an even older (premium phone) - Galaxy Note3. The OTA Android update for that is no good one of the daft versions. And is very old anyway. Rooting is not the way to go either now that more things check for it. The bottom line is that App Only sucks for the customer.

Banks just don't get to insist we buy new phones. Junk working hardware and shell out for new. I don't think so. By all means limit the number of old versions you support (cost). Just have a web interface and those of us who don't buy new phones every 20 minutes will use that.

Website - it doesn't have to be that fancy. One channel (which you can and likely will break with software updates) is a business continuity fail - particularly if there is no other route in.

Basically these bstards need to hear the complaining loud and clear that App only is rubbish and will drive away customers. So pile on the complaints.

Most people don't care and have new phones often enough so a number of these outfits will shrug and move on.

Nonetheless a big slow handclap for Revolut and Atom . . .oh and please do tell me again about your sustainability greenwashing initiative ?

AnotherJoe

colsten wrote: »

I've tried again just now and still get the same error. It might have something to do with not logging in for months on end - though the error message I get is v strange

Have you updated the app to the latest version? I've previously found that rather than tell you you have an out of date app, it gives you a error with no meaningful message