This topic

Constantly asking for username and password after I have already setup a pin, and allowed biometric

Guitarslingingmick — Sat, 12 Oct 2024 17:06:30 GMT

Why is the MyBT app constantly asking for username and password after I have selected a pin and allowed biometric logins?

Re: Constantly asking for username and password after I have already setup a pin, and allowed bio...

Peter_W — Sun, 13 Oct 2024 08:14:07 GMT

Good morning @Guitarslingingmick.

Thanks for reaching out to us here on the BT Community.

Once you've set a PIN this should definitely stick, how often will you usually leave between logins?

Also if there have been any updates to the app in the time between uses, then it will sometimes require you to log in with your full details.
Peter

Re: Constantly asking for username and password after I have already setup a pin, and allowed bio...

Guitarslingingmick — Sun, 13 Oct 2024 08:45:13 GMT

I usually use the app when we're experiencing WiFi dropout at home (which is very frequent- multiple times a day), so I maybe opening the app, checking speeds etc. the repeating the same evening and that's when it happens. On ocassion, I've experienced it within ten minutes.

Re: Constantly asking for username and password after I have already setup a pin, and allowed bio...

Peter_W — Sun, 13 Oct 2024 08:57:48 GMT

Thanks @Guitarslingingmick, that definitely doesn't sound quite right.

What model of phone is it you're logging in from, and are both this and the app version fully up to date?

Peter

Re: Constantly asking for username and password after I have already setup a pin, and allowed bio...

Guitarslingingmick — Sun, 13 Oct 2024 09:39:43 GMT

Samsung Galaxy a52 s 5G phone, fully up to date update-wise, as is the app. The issue has been continuing for the last four years! BT seems to just ignore it, I can't help thinking that it's part of the jigsaw!

Re: Constantly asking for username and password after I have already setup a pin, and allowed bio...

Peter_W — Sun, 13 Oct 2024 09:51:33 GMT

Cheers @Guitarslingingmick, have you been using the same device this whole time?

This setting can differ depending on what phone you're using, but if you go into your phone's main settings app and select the My BT app, can you see an option for 'Clean Cache before restart'?

Peter

Re: Constantly asking for username and password after I have already setup a pin, and allowed bio...

Guitarslingingmick — Sun, 13 Oct 2024 09:55:52 GMT

There isn't an option for that, but I can use the 'clear cache' option. I haven't ever done it before though.

Re: Constantly asking for username and password after I have already setup a pin, and allowed bio...

Peter_W — Sun, 13 Oct 2024 09:58:14 GMT

Thanks for checking that @Guitarslingingmick, if you clear the cache this will definitely prompt you to log in fully again so don't do this.

When you check the app permissions, can you see anything here that may be preventing it from storing the settings that you select when choosing to set up a PIN?
Peter

Re: Constantly asking for username and password after I have already setup a pin, and allowed bio...

Guitarslingingmick — Sun, 13 Oct 2024 10:08:50 GMT

Nothing obvious. The fact that I only tend to use the app when we're having trouble with the WiFi makes me think that the two problems are possibly linked. The other thing that seems odd is that when it does ask me for the username to log in, the "your WiFi network" option has the little purple "new" label suggesting that the facility is new, which it isn't.

Re: Constantly asking for username and password after I have already setup a pin, and allowed bio...

Peter_W — Sun, 13 Oct 2024 10:14:04 GMT

If possible, can you please try downloading the app to a different device and log in on there @Guitarslingingmick?

Whilst we certainly can't rule it out, this sort of issue is more likely to be linked to a device setting rather than the account / service itself.

Peter

Re: Constantly asking for username and password after I have already setup a pin, and allowed bio...

Guitarslingingmick — Sun, 13 Oct 2024 10:18:45 GMT

Will do, and then report back.

You don't think it has any link to the terrible WiFi then? I can be sat 6' from the home-hub, with an entirely unobstructed view, and the speed test will suggest poor WiFi signal! It then pops up with a 'troubleshooter' button which just takes me to a generic BT website with the message 'not a member yet?' at the top. That strikes me as more weirdness.

Re: Constantly asking for username and password after I have already setup a pin, and allowed bio...

Peter_W — Sun, 13 Oct 2024 10:29:07 GMT

Cheers @Guitarslingingmick, please keep us posted on how you get on.

Out of interest, when it's directing you to this generic page you've mentioned, is it actually opening the My BT app, or is it opening a BT webpage in your browser of choice?

The passcode you set for the app will only apply to the app itself; anything that opens via the browser version will need you to log in manually.

Peter

Re: Constantly asking for username and password after I have already setup a pin, and allowed bio...

Guitarslingingmick — Sun, 13 Oct 2024 10:34:31 GMT

It opens externally, but isn't directing me to a page for troubleshooting.

Have just tried to open the app again, to test WiFi and to check what happens when I click Troubleshooter, and it's asked me to log in with username and password again. That's within 45 minutes of my last login!

Re: Constantly asking for username and password after I have already setup a pin, and allowed bio...

Peter_W — Sun, 13 Oct 2024 10:49:47 GMT

Thanks @Guitarslingingmick, I've checked this troubleshooter in my own app, and because this is hosted on a browser page rather than built into the app, it will direct you to log in separately.

When you actually load the app itself initially, is it offering the passcode option?

Peter

Re: Constantly asking for username and password after I have already setup a pin, and allowed bio...

Guitarslingingmick — Sun, 13 Oct 2024 10:54:26 GMT

That's interesting, thanks. That must juat be a coincidence then. With the login, no, just username and a forgot log-in details button.

Thanks again.

Re: Constantly asking for username and password after I have already setup a pin, and allowed bio...

Peter_W — Sun, 13 Oct 2024 11:00:33 GMT

Cheers, please keep us posted on how things go if you try this via a different device.

Any browser page will prompt you to log in separately again, but the app should definitely remember your PIN and biometrics when launching it.

Peter

Re: Constantly asking for username and password after I have already setup a pin, and allowed bio...

Guitarslingingmick — Sun, 13 Oct 2024 13:42:41 GMT

Just got home and found the hub light, blue, two of the three discs blue and the other one flashing red. App asked for username again, and then failed to open (purple, red and blue dots bouncing).

Re: Constantly asking for username and password after I have already setup a pin, and allowed bio...

Peter_W — Sun, 13 Oct 2024 14:21:21 GMT

@Guitarslingingmick The status of your broadband shouldn't have any impact on your ability to log in, as you can still access the app when away from your network, including over mobile data.

Have you had a chance to give a different phone a try to see if the problem carries over?
Peter