Not able to log into AFL App on android devices

[KK87]

I Receive "An error has occurred" message when attempt to log on via an android phone using the App. This was a subscription purchased last year through the AFL website and worked on the mobile phones last year. I can log onto the account via the AFL website and confirm that my Pass is active, but that is it.

[KK87]

I have uninstalled and re-installed the app as per another post. Still no access.

[JesseS]

Hi @KK87

Thanks for your post and we have heard reports of issues logging in and redeeming through your Telstra ID. Our team has investigated this and I believe that we have resolved this issue now from testing this on my end.

If you can try and redeem your Live Pass now with your Telstra ID login. 

If you have further trouble, please let me know and we can investigate further.

Thanks

[Patclarke]

Nope, it’s still **bleep**ed

[just2evil]

 @JesseS,

I am having the identical problem as @JesseS and @KK87 are having. Everything works through a browser, so there is nothing wrong with the password.

It fails through with "An error has occured", if this was user id or password related you get an appropriate message.

Considering you have known about this issue for weeks and done nothing is a disgrace.

Regards,

Colin

[Jootube]

I am the same as everyone above. Confirmed my Telstra details are correct with support, no matter how I try to access my Free pass, I get "Oops, We're having a technical issue. Please try again.".

I have reinstalled twice, updated my OS, restarted my phone and re-seated my SIM card, nothing works.

[JesseS]

Hey @Jootube @just2evil

Thanks for letting us know and we definitely want to get this sorted. The issue that was reported in the original post was resolved at the time.

If you are still seeing this problem, we will need to check this out for you.

I'd recommend attempting these steps: 

•    Please completely uninstall the app, restart the device & then redownload
•    Please make sure you have location settings turned on & allowed the AFL Live app to use your location
•    Please ensure you've cleared the cache on your device

 
If you still encounter an issue, can you please provide the below details to help us assist you?
     
How exactly did you subscribe? (In app purchase, AFL.com.au, Club Digital membership or our 2017 AFL Live Pass Offer) 
Do you encounter an error message? If so, what is it specifically?
Device:
OS Version:
Service Provider:
ADSL, Cable, NBN or Mobile:
Location: 
 

Thanks for your help

[Jootube]

Tried the above steps, still getting the same error.

Trying to subscribe in-app as a Telstra Mobile Customer.

Error Message: "Oops... We're having a technical issue. Please try again."

Device: Samsung Galaxy S7
OS Version: Android 7.0
Service Provider: Telstra
Cable internet, but using Mobile Data when prompted by app.
Location: Perth, Western Australia

[just2evil]

Hi @JesseS,

I do not see a confirmation from the user himself stating this has been fixed, obviously since I  and @Jootube and @Patclarke are still having the same issue obviously its still an issue.

I have tried all your suggest and it did absolutely nothing. I have had to also log out of my iPad since I changed the password it would not pick up the new subscription details, not even that is working now.

Do not see how this information helps solve a login issue, I have valid live pass and that is all that should matter.

Subscription was originally a 2017 weekly live pass that I cancelled mid week and runout yesterday. Subscribe through afl.com.au to yearly pass TODAY and I could not remember password and changed it that time.

Device Samsung Galaxy S9+

OS version Android 7

Service Provider: mobile specially optus.

Location - totally irrelevant. You  tell me how this could at all be a location issue.

I have a total of 4 devices none that will sign in using you app, 3 android devices and iOS (iPad) device.

Error is in main post from @KK87

@JesseS throught iOS I get a better error message its states "Could not login in Invalid Credentials". Before you ask they are correct.

Regards,

Colin

[just2evil]

@JesseS,

Question being a Java Analyst Programmer and Android developer a thought occurred to me. Are the website and Apps using the same user database or are the information stored in a different database.

If they are in a different database, then it looks like you have a syncing issue.

Regards,

Colin

[JesseS]

Thanks for those details and I have escalated this for you now. I will also send you a private message as there may be some more account specific details that we need to understand what is happening.

Thanks

[just2evil]

@JesseS,

I have gotten no private message and sorry did not get a mail notification you have responded.

I have noticed that for me to get into crowd support that I must log into afl.com.au first then come across to telstra crowd support and you will pick up user. If I log out of telstra crowd, and come back to the site even tho I am still log into afl.com.au, the user no longer gets picked up I have to fully sign out of afl.com.au and sign back into afl.com.au for telstra crowd to find the user.

Thanks,

Colin

[just2evil]

@Jesse,

I have been doing further investigations and I think my password is out of sync somewhere in your system. This all started after I changed my password through your forgot password option and cannot remember what happen, but something strange happened.

I was navigating through the AFL website and manage to hit the my account section, where I went to my password and was prompted with this "The current password you entered is incorrect. Please try again."

So where in your system my password is out of sync. If people have done the same thing as me then this could be an issue for a lot of people.

Regards,

Colin

Password error.

[Dani39]

Thanks for the reply Colin, glad to read you were able to narrow down the issue. 

Have you been able to update your password since your post? If not, our specialist My Account team at http://tel.st/8qpr can assist with this.

Please don't hesitate to let us know how you go. 

[just2evil]

Hi @Dani39,

I got in contact with them today via chat and they fixed my password, so at least I was able to change it via my account. That did not fix my issue and could you provide a bit of clarity on information Julianne provided.

As this has not be stated anywhere to my knowledge and I followed the process I did last year.

Julianne stated the following,

---

The website subscription will not work anymore to the app since the lastest update of 2018.

It will work on the website only. They made the app and website subscription separately unlike the past years.

But if you are a Telstra mobile customer, you can access the AFL live app for free.

As I brought my subscription through the website, is that why I am unable to log into the AFL application. Julianne responded.

Yes. Since your login details will only work on the website. Not on the app. To use the app you need to have In-app subscription as well.

---

To log into the application do you need a valid subscription brought via the relevant app store. If this is the case I want a full refund of the $99 I paid as this is not stated any to my knowledge. I would never have brought it that if that was the case as you cannot watch live matches from the browser only the app. Means people are getting ripped off. Considering I have brought and paid for a live subscription it should not matter where I have brought said subscription from it should be honored any. This information should be posted on this form so people can see. Regards, Colin

[Dani39]

Thanks for the reply Colin. The information provided on chat regarding the subscription is incorrect. In fact, only the AFl Live Pass signed up to at https://id.afl.com.au/livepass will allow cross platform access.

To sign in using your Telstra ID please follow the below instructions:

- Open App

- Tap on Live Pass Login at top right of screen

- Select Login & Register

- Use your Telstra username and password

Let us know how you go

[just2evil]

Hi @Dani39,

Thanks for that clarification, I thought that would be strange decision. I also question whether you breaking any laws if you had.

I have been trying the extract details as if I was logging into the AFL live pass address, is that correct or incorrect.

AFL Live pass login address

Regards,
Colin

[Dani39]

No worries Colin. 

Once logged in at https://id.afl.com.au/livepass, you can use the same details to log into the AFL App, where you can access the live streams and premium content. 

Let us know how you go. 

[just2evil]

Hi @Dani39,

A little bit more information I also login through Personal Account on the main telstra paid using my AFL live id account all good, but I cannot log into telstra crowd support using the sign in button located on https://crowdsupport.telstra.com.au.

Is there something wrong with my account somewhere as that seems strange I can log into the main site, but crowdsupport using the same credentials.

Regards,

Colin

[just2evil]

Hi @Dani39,

It is not working through my iPad I get "Could not log in" "Invalid Credentials", I even went letter by letter making sure everything is correct. I have even been showing password to check it's correct.

For some unknown reason from both iPad and Android I cannot log in through the app. It's not platform specific.

Regards,

Colin

[Dani39]

If you have purchased through the website and the charges on your statement for the subscription look like this; Telstra Applications Melbourne, then it is cross platform. 

How did you originally sign up to the Live Pass; In app purchase, AFL.com.au, Club Digital membership or our AFL Live Pass Offer

[just2evil]

@Dani39,

This was taken directly from my email the other day.

Hi Colin,

Thanks for signing up to the AFL Live Pass.

You can now watch every AFL match LIVE on your mobile and tablet through the AFL Live Official App.

---

Dani I initially had a weekly live afl pass as I brought it near the end of last season, I cancelled that beginning of last week and on Saturday I brought a yearly pass to stop the constant fee coming out every week.

The pass late last year would have to been brought through the browser as I was using it on multiple devices e.g iPad and Android phone. The problem as come about after I cancelled my weekly subscription and brought a yearly subscription.

I am not debating whether or not the pass i cross platform I am stating that as of this moment I am still not able to sign into the AFL application on either iPad Tablet or Android phone.

My iPad tablet is giving me the following exception "Could not log in" "Invalid Credentials."

Has something gone wrong when I brought the subscription, according to the AFL website the subscription is valid.

PLAN DETAILS

Subscribed to: $99.99 Annual Pass

Status: ACTIVE

Purchased on: 24/03/2018

Next renewal on: 24/03/2019

Regards,

Colin

[Dani39]

I will send you a PM Colin so we can investigate further. 

To access your private messages, please refer to the relevant instructions below:

If viewing on a desktop/laptop:
In the top right hand corner of CrowdSupport, you should see a profile icon, with a drop down - Select Messages. This is your inbox & will contain any private messages you receive via CrowdSupport.

If viewing on a mobile device:
Tap the messages icon at the bottom of the screen & select the login option to sign into your account. This will take you back to the original page, where you can select message to access your inbox. This will contain any messages you receive via CrowdSupport.