Iceland BonusCard App - Technical issues warning.

GreelyI

Hi, 

Just thought that I would document this here in case other people experience the same problems I am having with the Iceland BonusCard app on a new phone.

TLDR
Having used bonuscard for 8 years and the bonuscard app for 5. My new Moto G85 phone does not work with the bonuscard app. Iceland have issued me a physical card in order that I can spend the money that is already loaded into my account.

Details.
I had been using Pixel phones with the app for a number of years. This prime day I treated myself to a new Moto G85 smartphone. Suddenly any attempt to open the app gave me weird errors. It says things about data type exceptions sometimes, other times just doesn't open. 

This was after following the normal migration from the old phone instructions. Also Iceland had me uninstall, shutdown, start and then install the application again. The problem is persistent.

The Customer Service people were friendly but ultimately unable to resolve the issues. Searching Google I saw the occasional mention of the failure on other phone models.

There is no apparent corporate memory of the issue and every conversation I have starts with 20 mins of being put on hold again and again. - Even after providing a "case number" (?)

Eventually someone starts to comment about the internal IT team not responding to the queries of the last person I was talking to in an "ordinary manner". (The impression I get is that a turn around of 24 hours is expected by Customer Services staff and there had been at least one week long failure to respond.)

Time to just spend my existing credit and move on to another retailer I guess. The loss of the extra pound for every twenty pounds loaded will be felt.

I do hope that this helps someone else experiencing problems. Even if only to document that you are not mad and that others have experienced this!

HillStreetBlues

If you have physical card  can't you continue using that and  do any top-ups on your old phone?

MSE_James

You can also top up a bonus card at the till in store, including self-service checkouts

GreelyI

MSE_James said:

You can also top up a bonus card at the till in store, including self-service checkouts

Do top ups at the till get the extra £1 for every £20 topped up? (honest question - not joking)

@HillStreetBlues
I had not considered that. Seems like making something "convenient"  into "a bit of a faff" to be honest.

Will be trying a shop with ASDA this week and I wonder if my perceived iceland is best "value\convenience" offering will change. My understanding is that Aldi are the cheaper store but I don't use them as there is no local store. 

Regards,
Ian

fatbelly

Yes, top-ups at the till get the £1 per £20 bonus.

PG89

I’ve had app installed on my IPhone for a while now, seems to have a mind of its own. Sometimes it works (barcode comes up) other times just a picture of my card with my surname and last four digits of my card come up which is totally useless in the store. I have reported numerous times to their customer support but nothing ever gets done about it. They need to re design it. Never had issues with other apps!!

GreelyI

Totally with you on that PG89.

Still not working on my Moto but can use the physical clubcard they issued me using my Web login.
Go figure!

I would suggest calling them up, speaking to someone and asking for the CASE NUMBER (I think they call it)

With that you can call back, ask for help from a technician and then ask them to issue one of the old Cards. I harassed them for a few weeks and was eventually issued a card. It did take a month or two to arrive though!

It's a new year and this might be when they get their IT together.