Category: Android

Update on Jump app issue

The Skinny  Jump team has advised that the issue reported yesterday has been found and fixed. They confirmed this by running a test and have managed to successfully progress through (see below)

Step 01: Enter your email addressStep 02: Set a password
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Their advice for Partners/Customers:

  • Close Jump App
  • Check to ensure both app (via Playstore / App Store) and system software are up to date (via device Settings)
  • Reopen app and continue Sign Up process

They also reminded us of other Useful Resources if you encounter problems with the app –  Jump App Cheat Sheet that is available on the SteppingUP website, here.

Possible problem with Jump sign-ups using the app

One of our Jump partners has reported a problem in signing up customers with the Jump app. They are getting the following error message:

The Skinny Jump squad has been able to replicate this error for both Android and Apple signups and have escalated the issue. In the meantime, their advice is to use the web browser signup process. They have confirmed this is still working as expected.

However, the partner who reported the problem is still experiencing a sign-up problem using this approach as well. Mel from the Skinny Jump team has advised: “I tried earlier and it worked and tried again just now to ‘Create a new account’/Register via desktop web browser and its worked and allowed me to progress through to enter First and Last name? You might need to clear cache, try incognito or different browser.”

Always Navigating Digital Realms, Online Insights Daily

What’s this got to do with Jump, you might well be asking. Well this is a test for those of you who like Friday afternoon challenges – find the hidden code!

Now what I really wanted to update you on is a problem that some Jump Partners have been discovering with the App – where the ‘Forgot Password’ link was sending a reset password email with button links that didn’t work.

The good news is that this was fixed earlier this week (the morning of 5 May 2025, to be precise) by the App development team.

If you receive a visit from a customer with this problem, can you assist with the following troubleshooting steps:

(1) Open the ‘Google Play store’ app > search for ‘Skinny Jump App’ > tap ‘Update’ if available and then attempt to log in via the app.

(20 Uninstall and reinstall the Jump app, then restart the device before attempting to log in or use the reset password link.

(3) Check the device system software for any updates.

And for those of you still scratching your heads about the puzzle, here’s a clue – this ‘Forgot Password’ problem has only been experienced on Android devices.

Jump Android App bug fixed

Some partners reported problems when signing up customers using the Jump Android App. They would get through to last part of the sign up process, but when the customer tried to enter their address, they would get an error message.

This proved to be a software bug, that has now been fixed and uploaded to Google Play on 6 November 2023.

Thank you to the partners who reported this problem.

One Android problem fixed but another emerges

My previous post celebrated the launch of the new Jump Android App that included a bug fix for the shorter broadband numbers. But unfortunately, another bug has emerged with the Android version of the Jump App.

When customers click on ‘top up’ in the App, the App closes – thanks to Noha from Porirua Library who first reported this.

The good news is that the app team has already isolated the issue and submitted code to fix it – and it is only affecting the Android version. The not so good news is that we don’t know how long it might take before the App can be updated on the Google Play Store. This update has to be approved by Google and is outside the control of the Spark app team.

The suggested workaround for customers in the meantime is to use the dashboard on a PC to do the ‘top up’ or a browser on their smartphones. Of course, they can also top up using the Jump Interactive Voice Response front-end on calls to the Skinny Care Team (0800 475 4669).

The Jump team expects to have a definitive timeline next week for the update to be uploaded.