Having trouble accessing the app or website? Check for a software update.
Some members using mobile devices with older operating systems may see an error message like:
“Error – We're sorry, there appears to be a problem.”
This is due to a recent security certificate update. While our certificates remain valid and secure, certain older devices are no longer able to recognise this update, which may prevent access to our app or website.
Devices affected include:
• Android versions 10 to 13
• Apple iOS version 15 and earlier
How to fix the issue:
In most cases, updating your device’s operating system to the latest version and restarting your device will resolve the problem.
For Android devices:
1. Open Settings.
2. Tap Software Update or System Update (this may vary depending on your phone model).
3. Select Check for Updates.
4. If an update is available, follow the steps to install.
5. After updating, restart your device.
For iPhones:
1. Open Settings.
2. Tap General.
3. Select Software Update.
4. If an update is available, tap Download and Install.
5. Once complete, restart your device.
We’re sorry for any inconvenience and appreciate your understanding.
If you still experience issues after updating, please contact us for further assistance.
