topic Re: Sky Protect App on Android - keep being logged out in Sky Protect & Smart Home

Sky Protect App on Android - keep being logged out

DuncanKent — Mon, 27 Nov 2023 13:31:11 GMT

Every couple of days or so I stop getting notifications from my doorbell. When I go into the app to look, I have to log in again, so it's obvioulsy logging me out in the meantime. This is despite ticking the "Keep me logged in" box. My wife has the same issue.

Is there a way around this? I'm using a Samsung Galaxy S22.

Moderator note: subject of thread updated to better reflect the conversation

Re: I keep being logged out of the Sky Protect app

wez1979 — Sat, 25 Nov 2023 06:57:33 GMT

I have the same issue and I'm also using a Samsung, its ever since the app update to .14,, and when I try to log back in, it takes a number of goes as I jeep being told to check I have a policy etc, then I eventually I get logged in, then after a while, a repeat of the same process. Apple app does seem to have any issues as my partners phone doesn't do it, oh and my doorbell doesn't always register its been pressed to the chime, and to think I got rid of my ring doorbell where I have had no issues with for this too...

Re: Can’t log in to protect app.

fordyno9 — Sun, 26 Nov 2023 20:27:59 GMT

Following this I have exactly the same message

Unable to log in to Sky Protect App

PaulHutch18 — Mon, 27 Nov 2023 08:52:25 GMT

Since the app has been updated 4 days ago , been unable to log in to the App. Keeps saying please check your login details . Come on Sky sort this out , used the same login details now not being recognised

Sort this out Sky now becoming annoying

Re: I keep being logged out of the Sky Protect app

Skybroadbandister — Mon, 27 Nov 2023 09:47:00 GMT

Its making the video door bell pointless by the time its took to log into the app minutes have passed not making it secure i got it because I am physically DISABLED it made me feel safe but not anymore I cant just tap the icon and open the app I have to enter username and password and wait for it to load.

Re: Unable to log in to Sky Protect App

lettice — Mon, 27 Nov 2023 12:43:11 GMT

As others have mentioned on here;

I am having the same random login problems with the app, the last few days since the Android update.

I have reported in our closed forum, for any help from Sky to pass onto the Sky Protect app team.

Re: I keep being logged out of the Sky Protect app

KevNewMedia — Mon, 27 Nov 2023 13:25:54 GMT

Hi Everyone

Thank you for highlighting this problem.

I've sent the details off to support teams to investigate and fix the problem. As soon as I have more information, I'll post here 😀

Sky Protect App not staying signed in

kirbies — Tue, 28 Nov 2023 11:39:33 GMT

So recently for about a week now I have noticed that the sky protect app does not keep me signed in. Thus I don't get push notifications when door bell is pressed or something is happening.

eg. this morning I signed in again. then a few hours later post man turned up but my phone did not alert me because it had signed out again. When signing in I do make sure the tick box is ticked for remember me etc.

Nothing has changed settings wise my end its just started happening.

I know it happens when my phone reboots (Andriod) but in these cases it is not.

Re: Sky Protect App not staying signed in

caesarome — Tue, 28 Nov 2023 11:58:07 GMT

@kirbies

I have moved your post to the topic at hand about this because as you can see if it a known issue that is being investigated by Sky.

Re: Sky Protect App on Android - keep being logged out

Arv3 — Tue, 28 Nov 2023 13:17:58 GMT

Same issues keeps askjng me to inpuy my skyId , any resoloution in the visinity?

Re: Sky Protect App on Android - keep being logged out

Browncoat1013 — Tue, 28 Nov 2023 14:47:46 GMT

Has there been an update on this issue? I've had the same issue for a week - not much point having the doorbell if it can't be fixed.

Re: Sky Protect App on Android - keep being logged out

DSpurs — Tue, 28 Nov 2023 15:26:56 GMT

Same here, pointless having Sky Protect as the app always logs me out and auto arming has stopped working even when I'm logged in.

Re: Sky Protect App on Android - keep being logged out

Arv3 — Tue, 28 Nov 2023 15:29:30 GMT

I have just re booted my andriod (samsung) and the app seens to open and all devices active, not sure if this is fluke or!!

Re: Sky Protect App on Android - keep being logged out

Meh — Tue, 28 Nov 2023 17:29:38 GMT

Same issue. Its infuriating. Samsung flip 4. Wife's does the same. Logs out every 2 or 3 days.

Pointless system if you don't ever get notifications someone is at the door or a motion/leak/door sensor activates.

Even when I do log back in I sometimes don't get notifications for 10 or 20 minutes despite being in the house on a Gigabit+ Internet connection.

I'm having serious buyer regret.

Re: Sky Protect App on Android - keep being logged out

ANDY1254 — Wed, 29 Nov 2023 13:25:59 GMT

Im also having same issue, they ssy that the protect items were free but not when you work out you pay more per year than witjout them,mine is £150 per year more for having this stuff and honestly its rubbish.whats the point of having this tech if it doesn't work.doorbell pressed but as not signed in you get no notification,leak sensors register high humidity constantly.also doorbell battery lasts 3 weeks if lucky,this tech package apart from doorbell was £99 when neos owned company,they cant say the useless doorbell is worth £151 as its definitely not, sort you stuff sky

Re: Sky Protect App on Android - keep being logged out

Arv3 — Wed, 29 Nov 2023 16:03:48 GMT

Update on my system, its been a few day and rebooting my andriod seems to have resolved the issue, all devices working, leak sensors working, had to adjust humidity my bathroom as bathroom are humid by nature of the room, recomend re boot your mobile, doesnt seem to have any issues with I phone holders.

Re: Sky Protect App on Android - keep being logged out

KevNewMedia — Thu, 30 Nov 2023 09:08:24 GMT

As @lettice has pointed out to me, the issue looks to have been resolved for them.

Can you all check for me and make sure it is for you as well please?

Re: Sky Protect App on Android - keep being logged out

Arv3 — Thu, 30 Nov 2023 09:57:23 GMT

Sorry to say the whole system has crashed and not re bootable, well p.....off

Re: Sky Protect App on Android - keep being logged out

DuncanKent — Thu, 07 Dec 2023 09:35:32 GMT

Mine now seems to have stopped loggin me out, so that's much better. Thanks for getting that resolved.

Re: Sky Protect App on Android - keep being logged out

wez1979 — Thu, 07 Dec 2023 09:39:09 GMT

Same, mine has stopped logging me out, but push notifications are a bit crap, and I still cannot view live feed or recorded video, so one step closer.