Issues customers are reporting
Every distinct fault customers have reported, grouped so one problem counts once however many people described it differently. Ordered by what is landing now, not by all-time volume.
distinct faults, not review counts
mentioned in the last 7 days
9 issues
App fails to open or reach login
Performance & crashes
Customers open the app, but it refuses to start or does not reach the username and password screen. Restarting the device can be needed, and some customers report being able to use the app only rarely in version 1.0.7 and version 1.0.6.
Registration cannot be completed
Onboarding & KYC
Customers start registration, but the app does not let them finish it. The failure remains unresolved after support tickets in version 1.0.7.
App is slow, laggy and freezes
Performance & crashes
Customers try to use the app, but screens respond slowly, lag or freeze. This affects general use in version 1.0.9 and the account and card journey in version 1.0.7.
Banking journeys require too many steps
UX & navigation and 1 other part of the app
Customers find accessing accounts, transferring money and using other functions more complicated than in the old app. The extra steps and clutter appear across the main banking journeys in version 1.0.6 and version 1.0.7.
Registration does not lead into app
Onboarding & KYC and 1 other part of the app
After completing registration in version 1.0.7, the customer cannot enter the app. The registration and subsequent login journey stops before access is granted.
Face verification fails repeatedly
Security & fraud
Customers are prompted to scan their face for many actions, but the scan does not match even after repeated attempts. One customer tried 13 times without success in version 1.0.9.
Bill preview submits payment
Transfers & payments
When a customer selects Preview for a Zain bill, the app treats the action as a payment order instead of showing the bill first. This happens in the bill payment journey in version 1.0.7.
Login takes too long
Login & authentication
In version 1.0.6, the customer can sometimes access the app, but logging in takes a long time and access often fails. The customer has to retry or wait rather than completing login normally.
Fingerprint login is hard to enable
Login & authentication and 1 other part of the app
In version 1.0.6, the customer cannot find how or where to enable fingerprint login. The issue is with discovering the biometric login setting, not with a failed banking task.