Problem with Nationwide iOS banking app

Catplan

I’ve not had the issue and generally find it does what I need it to do, 2 savings and a current account, iPhone 12 Pro, iPhone X and an iPad. Would be interested to know if it is the model though.

[Deleted User]

MoneySavingTart1 said:

Deleted_User said:

MoneySavingTart1 said:

I've only just upgraded to the 7. At no stage have NW suggested the phone is too old. iOS14 is the highest it will run.
I'm a money saver and not a cash splurger on latest phones.
I don't want go away money, I want a bank that  fixes a fault they they know full well happens
I just cannot comprehend why they have not fixed it surely not rocket science.

Apple say iOS 15 will do it but anyway...

The phones I mentioned are not "latest", they are simply newer, the iPhone X came out in 2018, the iphone 11 in 2019 and the SE in 2020. The SE is £399 on Apple store.

Nationwide are not going waste money to fix a fault that affects one person, hence paying you go away money up until now. It isn't rocket science but it is a lot of coding and expensive for them to pay a developer to investigate why this is happening when 99% chance it's down to your phone being too old to run it. The solution is to not use a phone that when you upgraded, was already 5 years old technology and will be out of support from Apple in 13 months.

Sorry £399 is nowhere near what I can justify for a phone.

Apple is a highly priced platform.

You've choose to engage via second hand, legacy items - you can't really expect an optimum experience.

jimjames

JenB79 said:

MoneySavingTart1 said:

Hi Jen, I saw your problem post when searching for similar issues prior to my post.
I'm not sure if my phone supports face id - possibly not. I use finger print but when it fails I don't even get as far as any authentication  so perhaps we have the same problem and face id itself is not the problem.
I'm running 8 banking apps and only NW is failing the rest are fine
 Have you registered a complaint? I went though the normal online messaging on the website and got a load of flannel - try this try that etc and finally asked for it to be escalated to the software team which was when the truth came out about knowing  of the problem and it being in existence since ioS 12 and compensation starting to flow (£100 for this problem plus £25 for an unanswered email)

I complained again to NW this morning, the agent asked me "are you using an iPhone 13"?    Sometimes I get the impression NW have employed YTS trainees at their call centres

Maybe it was a misspeak meaning iOS 13 not iPhone 13. It's easily done if you're talking multiple devices & operating systems. There are multiple possible causes but as a software developer it's almost impossible to recreate the permutations that an device may have. There may be a clash with another application or something very specific installed but the effort to track it down if affecting a very small number of users just isn't worthwhile. 

kaMelo

MoneySavingTart1 said:

My stance is that if Apple are continuing to support a phone model then all the apps in the store should also continue to work fully.
Many moons ago when apple mackintoshes first came out (1980's?) if you wanted to offer software it had to be tested on all known macs before they would allow it to be distributed.
I've booked a call back from the agent dealing with my case later today. Will share details if relevant here afterwards.

Where have you got that from?
Being pedantic Apple started it in the 1970's and anyone could write and sell software for their Mac's, Apple had no control over that then, it doesn't now and never has at any intervening point in time.

JenB79

jimjames said:

JenB79 said:

MoneySavingTart1 said:

Hi Jen, I saw your problem post when searching for similar issues prior to my post.
I'm not sure if my phone supports face id - possibly not. I use finger print but when it fails I don't even get as far as any authentication  so perhaps we have the same problem and face id itself is not the problem.
I'm running 8 banking apps and only NW is failing the rest are fine
 Have you registered a complaint? I went though the normal online messaging on the website and got a load of flannel - try this try that etc and finally asked for it to be escalated to the software team which was when the truth came out about knowing  of the problem and it being in existence since ioS 12 and compensation starting to flow (£100 for this problem plus £25 for an unanswered email)

I complained again to NW this morning, the agent asked me "are you using an iPhone 13"?    Sometimes I get the impression NW have employed YTS trainees at their call centres

Maybe it was a misspeak meaning iOS 13 not iPhone 13. It's easily done if you're talking multiple devices & operating systems. There are multiple possible causes but as a software developer it's almost impossible to recreate the permutations that an device may have. There may be a clash with another application or something very specific installed but the effort to track it down if affecting a very small number of users just isn't worthwhile. 

No, the agent definitely said "are you using an iPhone 13?" When I explained to him that the '13' hasn't been released yet, I could feel the embarrassment. 

MoneySavingTart1

@ jimjames
When the app locks up, the software clearly goes down some blind alley that ends up with an out of focus blue sky and leafy tree scene.and there is sits. If you restart the app, it immediately puts the picture on screen again. The only wayy out I've found to date is restart the phone. That has to be a clue for the developers as to the nature of the problem. I've never seen that graphic come up in normal usage so they must know the possible software paths that lead to the blind alley and it must be put there deliberately.

md258

I don't see why NW would prioritise fixing this- it is likely to be hard to find the exact problem before you even think about fixing it. Add to that only a few users are affected who are using older devices and i can see why it hasn't been prioritised.

AstonSmith

I'm of the opinion that the latest version of the application on the current public release of IOS should function properly. The fact that it's an older model of iPhone shouldn't matter, as it's only a banking app. It shouldn't demand cutting edge hardware, i.e. lots of CPU or RAM.

But. I think that's a red herring. The OP has tested two iPhones, the other one has IOS 12 (which is still supported by Nationwide according to their site, "To use our Banking app, your device must be running [...] Apple iOS 11 or higher.") and they both exhibit the issue.

I would be looking at the Internet connection as the suspect. The leafy scene picture makes me think of something that was put there to look at, while the data loads. The Barclays app does a similar thing, but with videos.

MoneySavingTart1 said:

When the app locks up, the software clearly goes down some blind alley that ends up with an out of focus blue sky and leafy tree scene.and there is sits. If you restart the app, it immediately puts the picture on screen again. The only wayy out I've found to date is restart the phone.

Instead of restarting the phone, try this. Put the phone into airplane mode. Use the task switcher (double-click the home button) and swipe the Nationwide app up to terminate it. Take the phone out of airplane mode, and then restart the app.

Another thing to try, if your mobile data doesn't cost a fortune, is to try it with WiFi turned off.

But yes, @md258 is right. Intermittent rare bugs are the hardest ones to find and fix.

MoneySavingTart

AstonSmith said:

Instead of restarting the phone, try this. Put the phone into airplane mode. Use the task switcher (double-click the home button) and swipe the Nationwide app up to terminate it. Take the phone out of airplane mode, and then restart the app.

Another thing to try, if your mobile data doesn't cost a fortune, is to try it with WiFi turned off.

This morning I tried the task switcher method (not via air plane mode) and the phone/app recovered so that is a lot quicker than re-starting the phone.
I somehow doubt it it wifi related as usually when I do a speed test i have 25mb/s or better down and 10 up.
I also feel that it is not phone age related as JenB is having similar problems but with photo rather than finger authentication and the problem occurs before the authentication request.
Nationwide did not phone me yesterday as arranged so no update on that.
I can live with the issue now I know the task switcher method of escaping lock up.

MoneySavingTart

n.b. I'm back on my original profile as the monseysaving eleves have unlocked the block.