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850 posts

Ultimate Geek
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# 249038 21-Apr-2019 23:09
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Well just rented my first movie on LightBox and it was not easy!!


I received the activation email and each of the 3 attempts to pay for the movie via the click on email link failed.


Each of the 3 times I clicked on the email link it fired up the the LightBox iOS iPad app asking for my name and credit card details. Was able to enter my name each time but first attempt to enter CC number cursor would not go into box. 2nd attempt cursor went into CC number box but not the security number box. Third attempt cursor went into name, CC number & security number box but not expiry date box.


4th attempt I copied link into iOS Safari and was successful.


Clicking link to help chat failed from both iOS & macOS email.


Have sent email to help@lightbox.co.nz


After 4th attempt which was successful I enjoyed the movie.


I might be asking the wrong person but I wonder if @hio77 might have some answers here or does the LightBox team monitor these forums ?





iMac 27" (late 2013), Airport Time Capsule + Airport Express, iPhone7, iPad6, iPad Mini2

 

Panasonic Blu-ray PVR DMR-BWT835 + Panasonic Viera TH-L50E6Z, Chromecast Ultra


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850 posts

Ultimate Geek
+1 received by user: 248

Subscriber

  # 2223239 24-Apr-2019 15:49
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I have heard back from the Lightbox help team and have corresponded with them over the last two days.

 

Lightbox:

 

Hi ********,



 

Thanks for letting us know how you managed to rent the movie and thanks for the feedback.

Please note it is not possible to purchase a movie to rent within the Lightbox app so please head to www.lightbox.co.nz on the web browser of your choice to complete renting - I recommend using a PC to rent movies even if you want to watch it on the mobile/tablet/Smart TV.

If there's any other issue, please do let us know.

Cheers,
Sophia
The team at Lightbox


My Reply:
Thank You for your reply Sophia.
"Please note it is not possible to purchase a movie to rent within the Lightbox app so please head to www.lightbox.co.nz on the web browser of your choice to complete renting”
 
Then you need to ensure that ALL of the email links:

 

"Simply follow this link to complete your rental of:
 
Alternatively, you can log in at Lightbox (using your web browser), select your movie and rent it directly from there, or copy any paste the following link directly into your browser: 
https://www.lightbox.co.nz/movie/hunter-killer?modal=login-rental "
 
That they DO NOT fire up the iDevice LightBox.app but instead be made to fire up the iDevices preferred browser. Or you need to reword your emails to ONLY state "log in at Lightbox (using your web browser), select your movie and rent it directly from there, or copy any paste the following link directly into your browser: “
 
Cheers


 
I believe at this stage it may have been escalated up the ladder slightly as a different person now replies and stays with me in future correspondence.
 
Lightbox:
 
Hey *********,

 

Thanks for your reply.

 

I completely agree, and we know that with Android devices there is a known issue with this link directing to the app. However we were not aware that the email link will bounce to your app in iOS on you Apple device. This may be somehow auto selected in your settings.

 

Can you confirm what version of iOS you are running, and if the app is up to date?

 

Cheers,
Devon


 
My Reply:
 
Thank You Devon for your reply.
 
iPad 6th Gen
iOS 12.2
LightBox 4.10.0067…
 
I believe I may have solved the problem.
 
As this was the FIRST time that I had rented a movie it was therefore the first time I had ever had to tap on any links within Lightbox “complete a rental direction” emails in the iOS mail app. So that is why, I believe, it was firing up the App instead of the iOS Safari browser.
 
To cure it of doing this I carried out a “Long Press and Release” on the first link in the email and this brought up an Action Menu panel (see image) where it asked me to select either ‘Open in Safari’ or ‘Open in “Lightbox”’, I chose ‘Open in Safari’. The iOS now remembers that first time choice and now always opens the browser.
 

 
After doing some research on this subject I find that this ‘ Incorrect Action’ happens a lot and that it is an iOS problem with all sorts of different App’s, so it is not just isolated to the Lightbox app. I also discovered that iOS might forget my ‘Open in Safari’ choice at some point and I will have to repeat the long press action. I believe several bug reports have been made to Apple.
 
My recommendation then is that a “Long Press and Release” explanation be a standard statement in those emails that require the iOS browser to be opened and not the Lightbox app.
 
Cheers

 
Hey ***********,

 

Thanks for you detailed reply.

 

Glad you ended up sorting it. As a gesture of goodwill I've included a free movie voucher for your troubles.

 

I will also be passing on the information you have given on to our operations team, so they can have a look at some of the suggested edits you mentioned.

 

MOVIE VOUCHER -   *************

 

Thanks again   :)

 

Cheers,
Devon

 

As you can see it was a successful outcome.

 

Thanks Lightbox.





iMac 27" (late 2013), Airport Time Capsule + Airport Express, iPhone7, iPad6, iPad Mini2

 

Panasonic Blu-ray PVR DMR-BWT835 + Panasonic Viera TH-L50E6Z, Chromecast Ultra


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