Verizon Up App not working

[dcl4182]

I just received an email instructing me to enroll in Verizon Up and Mobile + Home Rewards to connect my FIOS and wireless accounts and receive the discounts etc... The three steps in the email are copied below. First step was done automatically with the purchase of the phone.

Second step is impossible because the android app is not set up to "go to the top left corner" for a menu...the Up Rewards tab is located on the bottom. Just as a side note, this is pretty lazy writing on Verizon's part. Seems like the instructions for syncing accounts could at least describe the app's layout properly for each customer.

Third, I clicked on the Verizon Up and received the following message "We're sorry. It looks like we are having trouble connecting." 

I have tried to correct this issue by restarting my phone, force stopping the app, and clearing data/cache. No luck. I cannot fully uninstall the app on this phone.  What can I do to get Verizon Up working so I can sync accounts and receive my rightful discount? 

1. Open the My Verizon app.
Don’t have the app yet? Download it here.

2. Enroll in Verizon Up.
Within the app, go to the top left corner and choose Verizon Up. Follow the prompts to enroll. Already enrolled? Skip to Step 3.

3. Sync your Fios account.
Within the app, go to the top left corner and choose Verizon Up. Follow the prompts to sync your Fios® account and enroll in Mobile + Home Rewards.

[vzw_customer_support]

We apologize for this inconvenience, dcl4182. Our goal is for you to take advantage of all the available rewards. Let's work on getting this resolved. Have you tried to complete these steps on another device (PC, tablet, etc.)? -Gerson

[dcl4182]

Yes, there are no other options for signing up/linking apps. I referenced your own website here:

How do I sign up for Mobile + Home Rewards and Verizon Up?

After you get your qualifying services, we send you an email with Mobile + Home Rewards enrollment details.* Or use these steps.

Before you enroll in Mobile + Home Rewards:

• Install the My Verizon app on your smartphone if you haven't already.
• Set up your My Verizon online Fios account if you haven't already. (You can also install the My Fios app on your smartphone, but it's not required to enroll in Mobile + Home Rewards).

Note: When you enroll in Mobile + Home Rewards, be sure to be logged into your My Verizon wireless account.

1. Open the My Verizon app. Go to the Verizon Up page in My Verizon. (If you're not already enrolled in Verizon Up, choose Join now to enroll.)
2. In Verizon Up, you'll see Mobile + Home Rewards. Click Join now at the bottom of the screen. Fill in your Fios username and password. (This links your wireless and Fios accounts.)
3. Choose Verify account. (If that doesn't verify you, we'll ask you to create a new username and password through the Verizon Fios website.)
4. Agree to the Program Terms and choose Join now.
5. You see a confirmation screen with your Mobile + Home Rewards details.

Keep in mind: It can take 1-2 billing periods for your bill credits to appear. Device Dollars** are awarded on the first day of the next billing cycle.

[vzw_customer_support]

Oh no, dcl4182! We are concerned to hear you have not been able to submit for your discount, and we would love the opportunity to help you today. Can you please send us a Private Message to better assist you?  ~Rachel

[dcl4182]

Message sent.

[vzw_customer_support]

As a valued customer, your concerns are our concerns too. We've not received a response from you via Private Message at this time. I apologize.

Verizon takes protecting our customer’s personal and account information very seriously. Since we will need account-specific details from you, we’ve sent you  a Private Message on this topic:

https://community.verizonwireless.com/inbox

-Robert C.

[dcl4182]

Robert, I have sent several messages to @vzw_customer_support 

[dcl4182]

Here is what I received as a response to this problem:

I'm so sorry for the delay with a resolution. I reviewed the previous messages, and I see you mentioned Mobile + Home Rewards. Here is a link that gives you all the information you need: https://www.verizon.com/support/mobile-home-rewards-faqs/

You can enroll in Mobile + Home Rewards anytime when you have Verizon wireless and Verizon Fios services, and enroll in Verizon Up:

• If you have either a wireless plan or Fios plan already, add the other service and enroll in Mobile + Home Rewards anytime.
• Welcome Offer - If you’re new to both Verizon wireless and to Fios and you activate your services within 30 days of each other, you’re eligible for an extra $10/month off on top of your other Mobile + Home Rewards

-Jordan

This is unacceptable. This is not an answer to my issue at all. Come on Verizon, you have to do better than this. Your app is not working. Please provide assistance, not stock answers.

[dcl4182]

Here is the next response:

After you get your qualifying services, we send you an email with Mobile + Home Rewards enrollment details. Or use these steps.

Before you enroll in Mobile + Home Rewards:

• Install the My Verizon app on your smartphone if you haven't already.
• Set up your My Verizon online Fios account if you haven't already. (You can also install the My Fios app on your smartphone, but it's not required to enroll in Mobile + Home Rewards).

Note: When you enroll in Mobile + Home Rewards, be sure to be logged into your My Verizon wireless account.

1. Open the My Verizon app. Go to the Verizon Up page in My Verizon. (If you're not already enrolled in Verizon Up, choose Join now to enroll.)
2. In Verizon Up, you'll see Mobile + Home Rewards. Click Join now at the bottom of the screen. Fill in your Fios username and password. (This links your wireless and Fios accounts.)
3. Choose Verify account. (If that doesn't verify you, we'll ask you to create a new username and password through the Verizon Fios website.)
4. Agree to the Program Terms and choose Join now.
5. You see a confirmation screen with your Mobile + Home Rewards details.

-Jordan

Note that these are the same instructions I posted early in my thread. Again, the problem is with Verizon UP...when I click on Verizon UP I receive the following message:

"We're sorry. It looks like we are having trouble connecting."

What can I do to get Verizon UP to work on my phone? Clearing the cache doesn't work, restarting my phone doesn't work. I cannot delete the app on my phone. What else can I do?

[vzw_customer_support]

Hello! I see your other message in private, and I have replied to you. Please check your messages, and we can continue. Thanks! -Jordan

[dcl4182]

The link you sent does not work. Here is the message I receive:

My Verizon is temporarily unavailable

Learn more about Verizon Wireless products and services:

Shop or browse our selection of phones and plans.

Get to know our products with fun and interactive demos.

Go to Send a Txt Message now.

[dcl4182]

So just for the record, here is the update. I connected with Verizon support. Was instructed to A) clear the app cache and restart the phone (something I already mentioned doing early in this thread), B) update apps (all apps up to date). Update phone software (phone software already up to date). 

When these "fixes" didn't work, I was told that I would have to factory reset my phone, or contact the app developers directly. WHAT??? Factory reset because one part of your app doesn't work??? That is preposterous Verizon.

Please just help me get the $10 discount. That's what I need. Should be a way to do that that doesn't involve factory resetting my phone!!!!!! @vzw_customer_support 

[dcl4182]

Also should note on this that immediately after I was given the "option" of factory resetting my phone the tech support window magically timed out, leaving me without further interaction with a verizon rep...

I am just really, really disappointed with the level of service I am receiving here. 

[vzw_customer_support]

Dcl4182, we are right here. We do apologize for the delay. We are unable to troubleshoot third-party applications as they are not owned by us. I see you mentioned a $10.00 discount. Can you clarify what the discount is in conjunction with?

-Roni

[alex0sborne]

I was able to resolve this on my own by accident, were they able to fix it for you? @dcl4182 

[dcl4182]

Hey @alex0sborne thanks for the response! They did not, various techs kept asking me to go to a private chat where they all asked the same questions...it was mindless repetitive nonsense. They also never confirmed the resolution of the so called "ticket" that was submitted. The app seemed to fix itself after Android v. 12.0 was released, however. Just out of curiosity, how did you fix yours? It would be helpful to know as I suspect this will happen again at some point, as it has happened to me before in the past.

Thanks!!

[alex0sborne]

• Search for the app in the play store
• Click on the name of the app itself
• it will give you the option to 'uninstall' or 'open'
• Click 'uninstall'

The app won't be removed, but moreso, refreshed...an everything has worked for me since...hopefully this doesn't happen to you again so we won't need to find out how much of a fluke this was.

Good Luck

[alex0sborne]

@dcl4182 

[vzw_customer_support]

We always want you to get your Verizon Up reward.  We're sending you a Private Note, so we can get to the bottom of this. *Melissa

[vzw_customer_support]

I regret that you are experiencing technical difficulties with our links, dcl4182. Which link were you trying to access? ~Pamela

[vzw_customer_support]

I would like to access the details in your account, so I can see what's going on, and what happened. Doing that requires authentication from  you first.

By connecting with us, you grant us permission to review your services so we can offer you the best value. Refusing to authenticate will not impact your current services. It is your right and our duty to protect your account information. For quality, we may monitor and review this conversation. Visit our information collection and privacy policy to learn more at verizon.com/privacy. Please note, the link we provide has a timed expiration, so we encourage you to continue as soon as possible.

Authenticate and continue here:http://spr.ly/6007Jj7SH -Jordan