We are sorry about this. This really should only take a couple of minutes.
Your information has been received and we should be able to re-start the process without losing any information. However, we know it is confusing as this will not then move you into the queue.
We are resolving this issue now and hopefully you will see your place in the queue shortly
I’m afraid I don’t find this sort of response in any way reassuring. Whitest I concede that many have onboarded using various versions of the app. A significant number have simply been unable to login to the app, often after multiple attempts. If this process is really fit for purpose then this would not be an ongoing problem. I have been at the forefront of fintech adoption, always on iOS platform but with anything from an iPhone 5 to ES to IPhone 8 Plus. I have successfully singed with Monzo, Starling Revolute and others. There have been slight glitches with some of them along the way, but given a day or two, these have been overcome and I have signed up and logged in. In the case of Dozens I was immediately convinced by their ethos BUT their app simply didn’t function. They cannot argue out-of-date phone or OS version in my case yet it has been well over a month since I applied for an account yet their signup process does not work. They must be aware of my login attempts since they have invited me to use a code as an early bird - yet I have never once successfully loged in to their app. I ask myself why? and wonder how many others are experiencing this. Not good publicity but very frustrating. On-boarding process should be a simple fail-safe process taking at most minutes. There is something very wrong with the Dozens process where this not only goes wrong but effectively destroys credibility.
The issue with the application process has been fixed.
Unfortunately a data format issue with one of our partners meant that records were not being matched. We have fixed this and all new applicants are proceeding through the process as before.
If you were affected, we apologise and we are manually re-starting that particular step for you so there is nothing else to do. It is being done now and you should see the app update very soon.
Your issue is quite different to the one in the topic.
I do understand that it is frustrating and I do apologise again. I will be in touch with you again directly to see if there is something more we can do for your particular issue.
Just to clarify, for those of us still stuck on the verification screen, do we need to re-install the app or do anything to make it work? Or is it being processed manually now?
I’ve been waiting for 48+ hours now, and missed the bid for the bonds.
the issue was not with your app, so updating it will not affect this particular incident. This was on the server so we need to fix some of the data on your accounts before it will progress.
The fix is happening right now and I trust you (and everyone else affected) will shortly see your place in the queue and be ready for the codes
Ah, yes, I see. I was referring to the screen you see in the app.
We are making updates to the app on a regular basis so you will see big and small updates quite often, but in this case it is about the data on the server, not the app interface.
There were hundreds of new applications caught up in this. Unfortunately, once the issue was fixed, we have to go back to each and every one of these to fix the problematic data. It is not a major issue, but it does require some manual intervention to re-process every application (no data was lost). It is being done now.
If you signed up for the waitlist (which was on the dozens website at some point) before, the displayed position might not be accurate, as you’ll likely receive your invitation code (used to gain full access to your account) much earlier than that. Otherwise, you’ll probably need to wait until you’ve reached the front of the queue.