Sky protect app expiring but new app says will not work with my mobile

[Sue20261]

Expiry txt cones up each time I check my doorbell camera.  Havectrued to install new one but it says it doesn't work on my mobile.  Rang sky who told me to email images I tried but email not sent. Any ideas please 

[lettice]

Can you let us know the make and model of your mobile phone.

Also what is the OS version?

The new app requires an Android phone with ver 9 and above and Apple phone with iOS 15 and above.

[Sue20261]

Samsung galaxy 25 if that helps

[lettice]

Thanks,

That. should be fine as make/model and Android release.

Rather than the app.

Can you update the app from the Google Play store on the mobile.

Or is it saying there that the device is not compatible 

[Sue20261]

Hi there

Yes it's the Google play app that says it won't work on my device. 

Since posting it have managed to email sky and they say that they are aware of problem and trying to rectify it. So I think it's a wait and see scenario. 

Thank you for responding.

[Highlinder]

@Sue20261  That is very interesting that this is also happening with myself with a phone that is also a Samsung, but maybe 2 generations older the Samsung A34. Keep us updated if things do change.

[Laing1]

@Highlinder @Sue20261 thats very strange my wife has an older Samsung S20 and i've just had her check hers and its working perfectly her phone even updated to the new app automatically

[Sue20261]

Hi

• Thank you for that. they did say they had been contacted by quite customers on this matter. It may be regional. I've asked them to keep me updated.

  ---

  @Sue20261 wrote:
  

  Expiry txt cones up each time I check my doorbell camera.  Havectrued to install new one but it says it doesn't work on my mobile.  Rang sky who told me to email images I tried but email not sent. Any ideas please 

  ---

[Highlinder]

@Laing1  That is real interesting that a phone that is 3 years older than my own is able to update and seems newer phones that me and @Sue20261  have are unable to update.

[C_A]

I have the same issue on my One Plus 8 pro running android 13 and my Samsung 8 tablet running android 16. Both have the message that the app won't work, so don't show anything to update or download. The app version on my tablet is v1.42.1 and the show the latest version in their FAQ as 1.30. Sadly I removed the app from my phone and now can no longer reinstall it. I have messaged them stating how rubbish this situation is. 

I'm still miffed that they bought out Neos and ended any support for those cameras almost overnight, but used them as a basis for the home protect system. If this is the level of service we can expect in the future I'll be ending my contract and moving to a more stable and supported platform like Tapo.

[Loken12]

I have just received my Smart Home doorbell and cameras. Play Store won't even give me the option to install the app on my A34, even though I'm on Android 16. Weirdly, it did let me send the app to my Samsung tablet. 

[Sue20261]

Hi

Yes it's very strange isn't it. I'm still waiting for it to be rectified 

[Highlinder]

@Loken12 You're not alone I am also a user of the A34, but I have the app installed prior to this happening, but unable to update as it tells me that my device no longer compatible.

[Laing1]

So update from me although my Google Pixel 10 pro XL works fine with the new app my Lenovo P12 tablet on Android 15 has the problem stating I need to update but when going to the App store it states my device is not compatible. 

I have not clicked the update in the app so for now the tablet is still running on the old app

[Highlinder]

@Laing1  It does not let you click on the update at all if your device is not compatible. But seems that Sky is all over this and trying to reslove it as quickly as possible,