New Southern Cross app

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KiwiSurfer

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#311173 20-Dec-2023 17:16

Has anyone been able to log into their Southern Cross app since they've removed the ability to log into the app using username/password? They've moved to a new system where you have to enter your name, DOB, policy number (or membership card number) and email address and then supposedly they send a one-time use code to your email address. I've tried three times since they made the switch on 29th November and have never ever received a OTP.

Name is definiely as per policy. Only possible issue i can think of is I have a middle name but the app doesn't ask for that. I also chaned my surname a few years back but surely the system should be using the current surname. DOB is definitely correct. Policy number is copied excactly from SX emails and also from logging into their website. Email address is also correct. So not sure what I've done wrong...

I'm with Fastmail for my email but have no issues with other SX emails I receive (ironically the emails notifying me of the changes to the app came through fine) and for OTPs from other websites.

Thought I'd ask here before I trouble the SX helpdesk as I suspect they won't be very IT competent.

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#3173787 20-Dec-2023 17:21

Your post had just reminded me that I could not log in to the new app. Constantly get a something went wrong message.

I haven't bothered following up, but I've always find their apps average at best.

rscole86

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#3173789 20-Dec-2023 17:27

I've just tried at again, got the OTP and managed to sign in successfully. Gmail hosted email address.

KiwiSurfer

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#3173790 20-Dec-2023 17:28

Interesting, mine says your OTP has been sent to your address so it gets that far at least but no further.

rscole86

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#3173791 20-Dec-2023 17:32

I can presume they aren't accepting fastmail if all details are as per your policy documents. My OTP arrives with second of submitting.

KiwiSurfer

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#3173792 20-Dec-2023 17:40

Yep I'm sending an enquiry to SX now. I noticed from logging into the SX website that SX still has my old surname on record -- but I found changing to my old name makes no difference. It still says an OTP has been sent. I entered a fictitious surname and it still says OTP has been sent to my email address. Looks like something is definitely broken on their end.

mrgsm021

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#3173805 20-Dec-2023 18:43

No issues here after logging in using the new method. I then enabled the fingerprint and PIN login and no issue with that either. Registered email is hotmail.

timmmay

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#3173824 20-Dec-2023 20:00

I logged in fine with the new method.

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ANglEAUT

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#3173901 20-Dec-2023 22:24

Previously logged in with no issues.

Re-downloaded the app as a test & did another sign-in. Had to complete 3 CAPTCHA's, but no issues signing in.

Please keep this GZ community vibrant by contributing in a constructive & respectful manner.

Dochart

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#3173963 21-Dec-2023 09:32

No issues with logging in but I haven’t been able to enable push notifications for the iOS app since the beginning of the year. It pops up with an error “We couldn’t apply this setting at this time. Please try again later.”

Anyone experiencing the same issue on iOS?

boosacnoodle

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#3173969 21-Dec-2023 09:43

No idea why they changed to this clunky method when you can still use the old login details on the website. Do they want people to not use the app?

tdgeek

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#3174025 21-Dec-2023 12:30

Dochart: No issues with logging in but I haven’t been able to enable push notifications for the iOS app since the beginning of the year. It pops up with an error “We couldn’t apply this setting at this time. Please try again later.”

Anyone experiencing the same issue on iOS?

Just did mine to the new app, enabled Push Notifications on setup, went to Settings, not enabled, so enabled it, and I get that error too. App is enabled in iOS for Notifications

Dochart

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#3174100 21-Dec-2023 16:19

tdgeek:
Dochart: No issues with logging in but I haven’t been able to enable push notifications for the iOS app since the beginning of the year. It pops up with an error “We couldn’t apply this setting at this time. Please try again later.”

Anyone experiencing the same issue on iOS?

Just did mine to the new app, enabled Push Notifications on setup, went to Settings, not enabled, so enabled it, and I get that error too. App is enabled in iOS for Notifications

Glad it’s not just me. Even if I enabled push notifications on iOS settings page when I try to enable it through the Southern Cross iOS app I get the same error as you.

I thought about contacting them about fixing this issue since notifications for the app stop working for iOS around earlier this year. Maybe someone who works at Southern Cross that’s on Geekzone could notify the developers of the iOS app.

Technofreak

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#3174135 21-Dec-2023 18:15

boosacnoodle:

No idea why they changed to this clunky method when you can still use the old login details on the website. Do they want people to not use the app?

Their website is hopeless I can never get on via the website. I haven't tried the new app yet. Not holding my breath on how that experience might go.

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boosacnoodle

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#3174163 21-Dec-2023 19:52

tdgeek:

Dochart: No issues with logging in but I haven’t been able to enable push notifications for the iOS app since the beginning of the year. It pops up with an error “We couldn’t apply this setting at this time. Please try again later.”

Anyone experiencing the same issue on iOS?

Just did mine to the new app, enabled Push Notifications on setup, went to Settings, not enabled, so enabled it, and I get that error too. App is enabled in iOS for Notifications

The issue with Push Notification happens if you have signed in and out of the app too many times. I can see in the back end of the app that my account too has hit an upper limit of devices for push notifications with the provider they are using (I think it was Azure). It simply needs to be reset on the Southern Cross end for affected users. I've been meaning to message them but not hopeful that I'll find someone who understands what I am asking.

Dochart

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#3174173 21-Dec-2023 21:03

@boosacnoodle

How are you seeing the back end of the app that your account has too many upper limit of devices for push notifications.

Let me know if you end up getting it sorted by contacting them. If I try to contact them they may not understand what I’m talking about.

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