App not allowing login

  • 42
  • Problem
  • Updated 2 years ago
  • Solved
I use same login on website and works but not on sidereel app
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ssuhccab

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Posted 2 years ago

  • 42
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Rachel

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Hi there-
We are looking into this. Please stay tuned. (ignore previous question; we are now witnessing both)
(Edited)
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ssuhccab

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Thank you.
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Paulina Galarraga

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It happen the same to me
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Rachel

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Official Response
Hi everyone-
This issue is impacting all users of the app. Please be patient; we are working on a fix! In the meantime, you can still access your tracked shows via the website - either desktop or mobile.
(Edited)
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Gretchen Timmcke

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All of my tracked shows disappeared in the app and I attempted to reset my password and can get into the web but not the app. Thanks for working the issue!!
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Lily Sauvage

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Thank you. As I do not have a computer, the app works far better, did you just notice this problem today with the app? I am hoping that it is just a glitch and will sort itself out soon
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samantha wise

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Same thing happened to me! Only have access online
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Annette

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Please make sure that we don't lose our list of shows
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Rachel

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Don't worry - no shows have been lost! And, they can still be accessed via our mobile website in the meantime!
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Rachel

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Official Response
Update: we have submitted a fix for iOS to the app store. As soon as it is approved by Apple, you should be able to update your app and this issue should be resolved. We don't know exactly how long this will take; it varies from a few hours to...longer than that...so please have patience! However, rest assured that nobody's shows have been lost, and in the meantime we encourage you to use the mobile version of the website to access your tracker. Thanks!
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Tyson John

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Super! Thanks for the quick reply and correction! I love the app and would be lost in TV land without it. :)
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Serginha

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This reply was created from a merged topic originally titled CANNOT LOGIN ON THE APP SINCE NOON.

Is the server down? I have been trying to log in since noon and it has been giving me an "Invalid Login" since. When oppening an internet page everything works great so the problem definitely comes from server. May you please fix it ASAP !!!!!! Thx
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Rachel

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Official Response
Hi everyone. The update is now available in the App Store. Please update your apps; this should resolve the issue. Thanks for your patience!

To anyone still having issues AFTER updating: First, try completely deleting and reinstalling the app. After that, please make sure you login via the same method you always have. If you are logging in via Facebook and seeing a blank tracker, this likely means you were not using Facebook before and are accessing a new, blank account (and you must login with your email address or username to access your old account). If you need to reset your password, you can do so here: https://www.sidereel.com/users/password/new)
(Edited)
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Amanda Davidson

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This did not solve my issue. I'm still unable to log into the app on my phone using the same username and password as on a browser.
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TV Queen, Official Rep

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Please delete all copies of the app from your device, install the updated app, and restore.

Also, double-check to make sure you are attempting to log into the same account that you normally use, where you were tracking your shows, and that you haven't accidentally created a second (empty) account.
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Amanda Davidson

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Unfortunately I’ve tried all of that, more than once. I’ve logged into the mobile and desktop sites with my normal log-in and it has yet to work on the app. There isn’t a “reset password” option either so I’m stuck.
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TV Queen, Official Rep

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You can reset your password via http://www.sidereel.com/users/password/new
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indeghost

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Suddenly I was only unable to log in through my app the website always worked and still works it just happened couple of weeks ago I've changed passwords everything works on the website but still not the app I use the same email address so I know it's not an additional account or anything like that
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TV Queen, Official Rep

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Hi indeghost,

Did you update your app? If not, please delete all copies of the app from your device, install the updated app, and restore.
(Edited)
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indeghost

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Uninstalled the original app reinstalled new copy rebooted phone none of these procedures seem to work. Changing of the password works fine on the website change that twice everything works fine try the app the app would not accept either old or new
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TV Queen, Official Rep

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After doing what you did, it should be working now, if you are using the same account as the one that's working on the computer.

Please email us at customer_support@sidereel.com with your username/email address for your account, and the one you are trying on your app, and we'll look into your account. 
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indeghost

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App still not working for me website is fine I even just open a new account to try that way it works on the website but not on the app neither account works on the app the old one or the new one also changed passwords reinstalled several times rebooted phone
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TV Queen, Official Rep

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The updated app should have solved the problem, and we aren't seeing an issue with your account on our end.

Unfortunately, we can't troubleshoot this further, as there can be other steps individual to your phone. I'd suggest checking to see if everything is updated on your phone, and try completely removing the app, restarting, reinstalling, and restoring the app. If this still fails, perhaps you can contact Apple for further troubleshooting suggestions.