Can't update My Verizon Mobile
clayolmstead
Enthusiast - Level 2

When I open My Verizon Mobile, an Information screen pops up that says that a new version is available. The only option is to Upgrade Now. That takes me to the Play store, where the only app shown is My Verizon Mobile. Clicking on that brings up the Install screen. Clicking on Install, I wait a while and eventually the yellow banner comes up, "An unexpected error has occurred. Please try again later."

It's been like this every time I've tried it on different days for the last month or so.

I cleared the cache on the app, and I get the pop-up screen "Warning Unresponsive Script" Selecting either "Stop Script" doesn't help. Selecting Continue produces the yellow banner again.

I can't use My Verizon Mobile and I can't update it. What options do I have?

Labels (2)
22 Replies
Ann154
Community Leader
Community Leader

Have you tried accessing it through the web browser instead? That's my preferred method instead of some pre-installed application.

I'm most definitely NOT a VZW employee. If a post answered your question, please mark it as the answer.

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clayolmstead
Enthusiast - Level 2

That does work - it's not as nice as the app used to be, just because everything is kinda tiny on the screen, but I can live with that. Since the app doesn't work, the browser it is.

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SoccerRef12
Specialist - Level 1

Have you tried to reboot and then update?

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clayolmstead
Enthusiast - Level 2

Yes, I did try that. Actually, I've done that several times. I haven't done the hard boot, that erases all the apps. I'd rather get my account information from  verizonwireless.com.

Clay

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vzw_customer_support
Customer Service Rep

clayolmstead, thanks for trying! Let's try one more thing before master resetting your device. This may be a memory capacity issue. I reccommend that you uninstall any unwanted applications, delete text messaging conversations and e-mails. You will then need to power your device off/on. I trust that these steps will improve the performance of your device and allow the My Verizon Mobile App update to complete. Keep us posted.

Lasina_VZW
VZW Support
Follow us on VZWSupport

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pogijuice
Enthusiast - Level 1

I have the same situation only I didn't get an error. Mine simply said open and it took me back to my verizon app and it showed me that I have to "update my verizon app to insure it's aligned with their latest security standards" 

So again, i clicked the update, took me back to the store and the app says uninstall or open. So I open it again blah blah blah.....you see where I'm getting at? I get the loop around. I can't tell how much I used up my hotspot tethering! Tried resetting....what is going verizon!!??? HELP US OUT!!!!

vzw_customer_support
Customer Service Rep

I am so sorry to hear of the difficulties with your My Verizon App. When did this issue start for you? What model phone do you have? To clarify, after you attempt to open the app it brings you right back to the main screen of your device or the My Verizon App home page? AlbertoR_VZW

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jav6
Champion - Level 3

@vzw_customer_support@albertor_vzw  Don't you have an 'alert board' or notifications for agents when issues like this occur?  Other agents are aware and have posted that there is an issue with the My Verizon app on android devices right now which is being worked on.  I would think you'd want your agent responses to be consistent and not misleading or taking the customer down an unneaded path.

...Just another VZW customer...trying to offer some assistance...
jav6
Champion - Level 3

The app is now working again after a new update as reported by @TheLevelOne https://community.verizonwireless.com/t5/My-Verizon/My-Verizon-App-Working-Again-Android/m-p/1150342...

You might need to uninstall/install to get the 1/27/20 update.

...Just another VZW customer...trying to offer some assistance...
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Bobert1235
Newbie

I get the sam . App says to update the update button takes me to play store and I can open or update, I click update and nothing happens  I click open and the app says I need to update  

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jav6
Champion - Level 3

You might try uninstalling and installing to get the new update. That worked for me after getting what you got.

...Just another VZW customer...trying to offer some assistance...
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serobinson70
Enthusiast - Level 1

Same issue...The only way I was able to finally get the update accomplished was to, within the Play Store app, go to "My apps & games", scroll down to "My Verizon" and hit update.

kjonaas87
Enthusiast - Level 2

Yea. I still cant get mine to update. 

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jav6
Champion - Level 3

@kjonaas87 wrote:

Yea. I still cant get mine to update. 


What steps have you taken to try to get the update to work?

...Just another VZW customer...trying to offer some assistance...
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vzw_customer_support
Customer Service Rep

It's important to keep up to date on the My Verizon App, Jav6. Let's find out what is going on and get your app to update. Are you having any error messages? How are you trying to update the My Verizon App? 

 

EdwinW_VZW

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jav6
Champion - Level 3

@vzw_customer_support wrote:

It's important to keep up to date on the My Verizon App, Jav6. Let's find out what is going on and get your app to update. Are you having any error messages? How are you trying to update the My Verizon App? 

 

@EdwinW_VZW


I was NOT the poster(s) with the issue.

...Just another VZW customer...trying to offer some assistance...
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vzw_customer_support
Customer Service Rep

We appreciate your efforts, kjonaas87. Rest assured, we will make sure that your My Verizon application is working correctly again. How long has this been happening? Are you able to update the My Verizon app when your device is connected to Wi-Fi? Does the option to download the latest software version for the My Verizon app present itself in the Google Play Store after you power your device off and back on? BrettA_VZW

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vzw_customer_support
Customer Service Rep

We certainly want to help get this solved. Please tell me, are you updating the software over Wi-Fi or cellular data?  Are you having trouble with the browser?  VanetrisC_VZW

kjonaas87
Enthusiast - Level 2

I'm trying to do it over mobile data. No issues using the browser. Just updating the app... I've cleared the cache in the app and the play store. My phone still has 32 GB of free storage. The play store pretty much just freezes when I hit the update button.

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jav6
Champion - Level 3

@kjonaas87 Were you able to complete an uninstall first and remove data/cache before trying an update?

...Just another VZW customer...trying to offer some assistance...