topic Re: Unable to install and use Priority app in O2 Priority

Unable to install and use Priority app

AdrianCollins — Sun, 14 Nov 2021 09:04:19 GMT

Hi,

I've been unable to install the O2 priority app now for many months. My phone is a Samsung J6, running Android 10 and I don't have any problems with installing other apps.

Every time I try and install it from the android play store, the install percentage goes up as you'd expect, then rather than the button on the right saying 'open' it says 'install' meaning it hasn't installed at all. Clicking install again merely repeats the process...I then get the message can't install priority, try again and if it still doesn't work see common ways to fix the problem... (I've tried all of these too!)

Its been like this for months. I have cleared caches etc, including Google related ones such as play store etc, all to no avail.

Can someone please yas its driving me a bit insane now! Many thanks ac

Re: Unable to install and use Priority app

Cleoriff — Sun, 14 Nov 2021 09:17:33 GMT

@AdrianCollins
I would contact Samsung and see what they suggest. https://www.samsung.com/uk/support/contact/

Re: Unable to install and use Priority app

jonsie — Sun, 14 Nov 2021 14:25:27 GMT

Are you able to access Priority through the online site?

https://priority.o2.co.uk/

Re: Unable to install and use Priority app

AdrianCollins — Mon, 15 Nov 2021 17:57:53 GMT

Many thanks - much appreciated and I will give it a go....

Re: Unable to install and use Priority app

AdrianCollins — Mon, 15 Nov 2021 17:59:05 GMT

Hi, yes that does work but it's not great to navigate. The app works SO much better I must admit. Thanks for your comments.... .AC

Re: Unable to install and use Priority app

AdrianCollins — Mon, 15 Nov 2021 18:21:49 GMT

Oh well it was worth a try....

Reply from Samsung

Please get in touch with o2 Priority app support for further assistance.

Re: Unable to install and use Priority app

MI5 — Mon, 15 Nov 2021 18:26:10 GMT

@AdrianCollins wrote:
Oh well it was worth a try....
Reply from Samsung
Please get in touch with o2 Priority app support for further assistance.

@O2Emma

Anything you can do here to help too please?

Maybe @GarethWyn has some advice too?

Re: Unable to install and use Priority app

O2Emma — Mon, 15 Nov 2021 18:25:45 GMT

@MI5 I can try 😀

Re: Unable to install and use Priority app

O2Emma — Mon, 15 Nov 2021 18:27:53 GMT

Hi @AdrianCollins are you able or do you have the Myo2 app downloaded ? Just so can check if it is all o2 apps or just the priority .

Thanks o2Emma

Re: Unable to install and use Priority app

AdrianCollins — Mon, 15 Nov 2021 18:48:17 GMT

Hi Emma,

It is a really odd one this...

Yes, I do have the MyO2 app downloaded and working fine (as has just about every other app I've ever used from the Play store) - I used to have the Priority app too (free coffee's yay!) but at some point I think it started to play up, was uninstalled and then has never worked again. That would have been months ago.

It's as though the old version has left remnants of the install behind or something like that?

Many thanks

Re: Unable to install and use Priority app

O2Emma — Mon, 15 Nov 2021 19:14:26 GMT

Possibly could be that @AdrianCollins

Are you downloading the app via WIFI or mobile data ?

Re: Unable to install and use Priority app

AdrianCollins — Mon, 15 Nov 2021 19:22:14 GMT

Hi, I've tried both to be honest (I've also tried an install from an APK file and that hasn't worked either) - I just tried again using mobile data and it didn't work)

Re: Unable to install and use Priority app

O2Emma — Mon, 15 Nov 2021 20:53:25 GMT

Ok @AdrianCollins The last thing to try is a factory reset on device to wipe it incase old version app is still on somewhere please make sure you back everything up to Samsung account , google account or Samsung Kies on a computer. I do not like advising this in case you loose anything but is the next step to try.

Thanks O2Emma