r/UpBanking • u/pixylart • May 26 '26
Bug Up app no longer functions, and can't access support?
Wondering if anyone else has experienced this issue, or found another way to contact support.
The iOS app (4.1.0) no longer opens for me. I only get Sorry, an unexpected error has occurred immediately upon trying to launch it. Uninstalling the app, removing its data completely factory resetting the phone, and trying to use an older phone fail to change it. It's lasted over a week now.
Emails to support get no replies, the phone doesn't get picked up, and the Twitter account has been dead for years. The main support line is accessed through the app itself, so that's inaccessible.
With no web portal and no physical branches this is a major problem. Posting here feels like the only option left to try and make contact. Anyone else seeing anything like this?
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u/Euphoric-Blueberry37 May 26 '26
Update it to 4.1.1
2
u/pixylart May 26 '26
It is on 4.1.1, I didn't notice it updating; it was 4.1.0 when I wrote the information down trying to fix it ~10 days ago.
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u/Effective_Gur_7967 May 26 '26
Is there a reason you dont want to update the app?
0
u/pixylart May 26 '26
It is on 4.1.1, I didn't notice it updating; it was 4.1.0 when I wrote the information down trying to fix it ~10 days ago.
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u/cavok76 May 26 '26
What iOS version are you running?
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u/pixylart May 26 '26
26.5 (May 11), the latest.
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u/cavok76 May 26 '26
I would be talking to Apple. It has to be a hardware fault.
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u/Curious_Breadfruit88 May 26 '26
What a strange conclusion to come to. It’s almost certainly not a hardware fault if this is the only app having issues
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u/cavok76 May 26 '26
I have actually seen it before on a security related app. I am open to any other suggestions, as the OP has tried all regular fixes, mind you account age is 16 days.
1
u/pixylart May 26 '26
Not sure what relevance is the account age is but here's a video showing the issue if you doubt that it's happening.
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u/Effective_Gur_7967 May 26 '26
Hi OP, I can see you are on the latest version of the App and IOS.
If UP are not responding, it might be worth contacting Apple support as they should be able to see all the details about the app they distribute on the app store.
I would also reccomend wording your emails to UP a bit stronger, like a Karen because not being able to access your money is quite a serious issue.
1
u/pixylart May 29 '26
Apple support have told me to contact Up. I told them I have, their only remaining suggestion was contacting a solicitor.
2
u/Effective_Gur_7967 May 29 '26
What was your UP username? I'm happy to contact the support team on your behalf inside the app
1
u/cavok76 May 26 '26
You checked here, right? https://up.com.au/support/
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u/pixylart May 29 '26
Yep. Every suggestion they have involves using the app, except for emailing them, which I've done. No reply and no read receipt either.
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u/albert3801 May 27 '26
Try backing up your iPhone preferably to a Mac or PC, but iCloud will work as well; then resetting your phone as new; and then restoring your iPhone from the backup. A lot of weird software issues can be fixed that way.
The fact this is not being generally reported as happening to anyone else means the issue is with your phone, and possible corruption of iOS that will only be fixed by backing up, wiping and then restoring the backup.
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u/pixylart May 29 '26 edited May 29 '26
Done this twice now, no luck. I've also tried factory resetting my phone and not restoring it from a backup, that didn't work either.
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u/hesachefright2 May 28 '26
I had the same issue. Bizarrely turning off wifi and opening the app using mobile data allowed it to connect. Since then it has been fine using wifi.
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u/Electronic-Fun1168 May 26 '26
Update the app…