Can't login to My Vodafone App

[arda009]

Hello, I have installed the My Vodafone app but I am not able to log in even though I tried many times. I deleted and reinstalled the app, restarted my phone, tried in different networks but all didn't seem to work.

It does take me to the log in website which I correctly enter my password, then I get this error every time.

Thanks.

[Cecilia]

Hi @arda009, welcome here. 

I'm sorry to read that you get this error when you want to login in My Vodafone. You already tried a lot to solve the issue by yourself, but unfortunately this hasn't worked out. Did you get this error also when you use My Vodafone on another device? I'm also curious if you get this error also when you login to My Vodafone in the browser? If that works correctly I want to advise you to contact our Customer Service. They can register a case for our technical department for this error in My Vodafone. 

[arda009]

Hello, thanks for the reply. I haven't tried it on another device but logging in to browser works fine. Also, the number which was registered with my account was initially a prepaid, then I subcribed for a postpaid service using the same number and the phone number transfer was supposed to be today (18th July). My account when I log in from a browser still shows the number as prepaid and the client numbers seem to be different for the prepaid and the postpaid I ordered. I don't know if it has anything to do with this but I'm also confused on that part.

[Cecilia]

That's interesting information @arda009. Sometimes if your subscription is changed from prepaid into a postpaid subscription it's required to remove the old account and to register with your new details. Would you update your Community profile with your mobile phone number? Then I can check this for you.

[arda009]

Just updated. thanks

[Cecilia]

Probably this change in your subscription has to do with it. Currently your prepaid subscription is still active. Today your number will be ported to a Vodafone postpaid subscription. This will be processed during the day, so we need to wait when this is arranged.
 
When this is processed it can take 24 hours before your new subscription is updated in My Vodafone. If you still get this error, then we can remove your My Vodafone account so you can register a new account. 

[arda009]

Okay. Thanks a lot. Will post if it still happens.

[Cecilia]

We keep in contact @arda009 🙂

[arda009]

Hi @Cecilia , I just received my new postpaid subscribtion to my account but I think the prepaid one needs to be removed as I get the "no user roles are available" error now. Can you remove that please? Thank you.

[Cecilia]

@arda009 I removed your account. You now can register a new account for My Vodafone.