Jump App glitch fixed!

Good news! The problem for Android users with the Jump App that was raised a few days ago has been fixed.

The Skinny Jump App team has released an update to the Google Play store and this is now available. If partners receive any inquiries from customers about this, please ask them to check that they have the latest version of the Jump App (1.0.7).

Any customers who provided feedback on this issue in the Play store will already have received a notification of this update.

Glitch with Jump App for Android

Some partners reported an issue with the Jump App on Android devices and we escalated this to the Skinny team to investigate. They have been able to replicate the problem and are actively working with the App development team to apply a fix.

Customers who have topped up their accounts and have available credit (and Jump data packs available to purchase, i.e. within the 6 allowable renewals each month) have discovered that they are unable to purchase a pack. They receive the following screen:

Until this issue is resolved please advise customers to call the Skinny Care Team and they will be able to assist them purchase a Jump pack.

We will provide an update as soon as this is resolved. Note that this doesn’t affect iOS (Apple) customers.

Are you having problems signing customers up with the Jump app?

Some partners have experienced problems signing up their customers with the Jump app and the Skinny team has asked us to inform them of any issues in case there are things that can be fixed in the back end. With so many varieties of smartphones and operating systems it is impossible for any app to cover all models. Most app developers do try to ensure that their apps are compatible with older models, but there is a limit. I have just tried by old iPhone 5 and when I try to download the Jump app it says: “requires IoS 14.0 or later”. When I google to find out what IoS is on my phone, I discover:

Will my iPhone 5 still work in 2021? No, absolutely not. The phone you’re talking about came out in 2013. Sure, Apple’s known for longevity, but the iPhone 5S is over seven years old! Not only would it run really slow, but the maximum iOS version that can run on it is iOS 12!

So the moral of the story is that if your customers have phones that are over 7 years old, then the Jump app probably won’t work.

But not to be deterred, the Skinny Team has encouraged us to report any problems when attempting to use the Jump app. In order to help, they really need the following details:

Jump app ‘how to’ video now live

The Spark Foundation has prepared a 6 minute video explaining the setup process using the Skinny Jump app. We strongly encourage all partners delivering Jump modems to view this video and have it on hand when you are helping your customers. The video is currently only available in English, but Te Reo Māori and Samoan versions are on their way.

Our survey data indicates that 57% of all Jump sign-ups during the last month were done using the app. We think the app makes things much easier for Jump users, especially when it comes to topping up and buying data, so we are wondering why 43% are not using the app.

Feedback from users indicated that most partners are explaining the app but many are still choosing to still use a computer to complete the signup process. We can understand why this makes sense when you are trying to share a screen with your customers and explain the signup process, but we do encourage you to go through the app sign up as well (assuming of course that your customers have a smartphone). Jump users will not be able to use the app unless they have signed up using the app. The good news is that users can sign up using both a web browser and the app (using the same email address) and this then gives them the choice of both.