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Cannot login iOS app, even after deleting and reinstalling

stirfry2112stirfry2112 Posts: 53FreedomPop Newbie
I just signed up for a new FreedomPop account with a new sim and iPhone 6s. I was initially able to login fine with the iOS app for calling and texting with the email provided password after activation. However, I changed the default password to a new password when logged in to my account on my desktop. Ever since, I cannot login to the iOS app at all with my new password.

I tried deleting the app and doing a few soft resets (holding down home button and power button until apple logo appears) and reinstalling the app, but still cannot login. Strangely, the other FP iOS app allows me to login to check my account and plan details and I can login from any desktop computer just fine, but the main iOS texting app says "Invalid user credentials", even after multiple uninstall/reinstalls.

Comments

  • AlejandraGAlejandraG Posts: 5,813FreedomPop Newbie admin

    I just signed up for a new FreedomPop account with a new sim and iPhone 6s. I was initially able to login fine with the iOS app for calling and texting with the email provided password after activation. However, I changed the default password to a new password when logged in to my account on my desktop. Ever since, I cannot login to the iOS app at all with my new password.

    I tried deleting the app and doing a few soft resets (holding down home button and power button until apple logo appears) and reinstalling the app, but still cannot login. Strangely, the other FP iOS app allows me to login to check my account and plan details and I can login from any desktop computer just fine, but the main iOS texting app says "Invalid user credentials", even after multiple uninstall/reinstalls.

    Let me see how we can help. Can you please confirm the email address the account is registered under?
  • stirfry2112stirfry2112 Posts: 53FreedomPop Newbie
    edited June 2018 #3
    Post edited by stirfry2112 on
  • AlejandraGAlejandraG Posts: 5,813FreedomPop Newbie admin
    We have reset your login attempts, can you please try to log in one more time? Also, can you log in with your phone number instead of the email address?
  • stirfry2112stirfry2112 Posts: 53FreedomPop Newbie
    edited June 2018 #5
    Thanks for trying but still getting the same “invalid user credentials”. I tried using my phone number first and also tried my email address. Switched to safari and logged in just fine.

    Anything else I can try? Does this have anything to do with the APN thing?
    Post edited by stirfry2112 on
  • AlejandraGAlejandraG Posts: 5,813FreedomPop Newbie admin

    Thanks for trying but still getting the same “invalid user credentials”. I tried using my phone number first and also tried my email address. Switched to safari and logged in just fine.

    Anything else I can try? Does this have anything to do with the APN thing?

    The APN's should not interfere with the login, but this is how it should be set up:

    Using ONLY the Safari browser, visit https://www.freedompop.com/iosapn on your phone.
    Select U.S. as your country.
    Select LTE SIM as your product.
    Allow the certificate file to be downloaded. You may get a cellular Settings warning. Go ahead and tap on Install in the top right corner.
    Tap Done once the Install is complete.

    Next you need to download or update the FreedomPop application. This app is required for calling and texting. For the direct download go to:
    https://itunes.apple.com/us/app/freedompop-calling-texting/id835399970?mt=8

    Then -Enable Roaming
    - Settings >> Cellular >> Data Roaming
    - Enable 'Data Roaming'

    -Sync Account Data
    close the app and open again
  • stirfry2112stirfry2112 Posts: 53FreedomPop Newbie
    Still cannot login. Keep getting “invalid user credentials”. I tried using my phone number first and also tried my email address to login to app. Anything else I can try?
  • AlejandraGAlejandraG Posts: 5,813FreedomPop Newbie admin

    Still cannot login. Keep getting “invalid user credentials”. I tried using my phone number first and also tried my email address to login to app. Anything else I can try?

    As a last resource, is it possible that you can backup your personal files and data and perform a factory reset to be able to reinstall the app again?
    We are afraid all other troubleshooting has been exhausted but it seems something on the device and how it runs the app is preventing you to be able to log in. The account is active and in good standing and as you stated, login in via the actual web works just fine.
  • stirfry2112stirfry2112 Posts: 53FreedomPop Newbie
    Did a factory reset and after an hour of re-installing all my apps from scratch and logging in to all my accounts, I still get the same error message from the freedom pop app! Can this be forwarded to the developer for further troubleshooting?
  • AlejandraGAlejandraG Posts: 5,813FreedomPop Newbie admin
    edited June 2018 #10

    Did a factory reset and after an hour of re-installing all my apps from scratch and logging in to all my accounts, I still get the same error message from the freedom pop app! Can this be forwarded to the developer for further troubleshooting?

    Can you please forward a screenshot of the error?
  • stirfry2112stirfry2112 Posts: 53FreedomPop Newbie

  • AlejandraGAlejandraG Posts: 5,813FreedomPop Newbie admin


    Do you get the same error, when off wifi? If you do, please forward a screenshot of that too.
  • aras8aras8 Posts: 7FreedomPop Newbie
    stirfry2112 and/or AlejandraG, Any progress with this login problem? I'm having exact same problems with an iPhone 6 and newly purchased FreedomPop sim/service.
  • AlejandraGAlejandraG Posts: 5,813FreedomPop Newbie admin
    aras8 said:

    stirfry2112 and/or AlejandraG, Any progress with this login problem? I'm having exact same problems with an iPhone 6 and newly purchased FreedomPop sim/service.

    Hi! Please confirm the MEID number of the device in question to look into the account.
  • aras8aras8 Posts: 7FreedomPop Newbie
    edited March 14 #15
    Hi! The MEID is xxxxxxxxxxxxxx. Thanks!
    Post edited by aras8 on
  • AlejandraGAlejandraG Posts: 5,813FreedomPop Newbie admin
    edited March 14 #16
    aras8 said:

    Hi! The MEID is . Thanks!

    My apologies, I need the ICCID number not the MEID but I foun an LTE sim account under the email address you use for this forum.

    These sims need an unlocked GSM device, running iOS 8.2+ in your case.
    Please follow these steps to ensure your iOS device is configured correctly:

    Set APN:
    Using ONLY the Safari browser, visit https://www.freedompop.com/iosapn on your phone.
    Select U.S. as your country.
    Select LTE SIM as your product.
    Allow the certificate file to be downloaded. You may get a cellular Settings warning. Go ahead and tap on Install in the top right corner.
    Tap Done once the Install is complete.

    Next you need to download or update the FreedomPop application. This app is required for calling and texting. For the direct download go to:
    https://itunes.apple.com/us/app/freedompop-calling-texting/id835399970?mt=8

    Then -Enable Roaming
    - Settings >> Cellular >> Data Roaming
    - Enable 'Data Roaming'

    -Sync Account Data
    close the app and open again
    Post edited by AlejandraG on
  • aras8aras8 Posts: 7FreedomPop Newbie
    Thank you for the reply, AlejandraG. We have done all of the above previously, but will try again. Would you mind editing your reply to get rid of our MEID# in your post? Thanks!
  • AlejandraGAlejandraG Posts: 5,813FreedomPop Newbie admin
    aras8 said:

    Thank you for the reply, AlejandraG. We have done all of the above previously, but will try again. Would you mind editing your reply to get rid of our MEID# in your post? Thanks!

    Sure!
  • aras8aras8 Posts: 7FreedomPop Newbie
    Thank you for excising the MEID#, AlejandraG. We've again gone through all of the steps above after resetting the network settings on the phone and are still not able to log onto the FreedomPop application above. It continues to seem not recognize our phone no. or e-mail with our password combination. Any tricks we need to apply to the phone no. or password (dashes, no dashes, any prohibited characters) to get it to work? No switches on the FreedomPop end that need to be re-set for my account?
  • AlejandraGAlejandraG Posts: 5,813FreedomPop Newbie admin
    aras8 said:

    Thank you for excising the MEID#, AlejandraG. We've again gone through all of the steps above after resetting the network settings on the phone and are still not able to log onto the FreedomPop application above. It continues to seem not recognize our phone no. or e-mail with our password combination. Any tricks we need to apply to the phone no. or password (dashes, no dashes, any prohibited characters) to get it to work? No switches on the FreedomPop end that need to be re-set for my account?

    No, the account is active. Are you completely positive the device you are using is GSM unlocked?
  • aras8aras8 Posts: 7FreedomPop Newbie
    Yeah!!! Success. After getting rid of symbols and punctuation in the password was able to log on with the app. For other newbies...DON'T include symbols/punctuation in your passwords. Seems that symbols and punctuation work fine for web logins, but not in the app for calling and texting.
  • AlejandraGAlejandraG Posts: 5,813FreedomPop Newbie admin
    aras8 said:

    Yeah!!! Success. After getting rid of symbols and punctuation in the password was able to log on with the app. For other newbies...DON'T include symbols/punctuation in your passwords. Seems that symbols and punctuation work fine for web logins, but not in the app for calling and texting.

    We are glad to learn that! Please let us know if we can help with something else!
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