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Error code when trying to sign into app

I have just bought a 1st gen coffee machine and when trying to sign into the app I am getting an error code which says "Error code null null"

 

Can anyone help me please

93 comments

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    Aaron Official comment

    Hey all,

    Sorry for the delay in responding, we have been closed over the holiday period.

    We are aware of this issue and our technical team are currently working on resolving this issue.

    I will update you as soon as this is fixed.

    Thanks

    Aaron

    Smarter Support

  • 1
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    Philipp

    Same problem here. 1st Gen doesn't seem to work with Smarter 3.0 app either.

    The old app was updated the last time in 2016 so I do not think we will get anything :(

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    Adam Greenwood

    I have the same issue - but with a brand new coffee machine. Hopefully they will sort this out before long...

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    Philipp

    @adam: are you using the app called "Smarter" or "Smarter 3.0"? 

    With a 2nd Gen Coffe machine you should use "Smarter 3.0". I could register in that app withour any problems. Hope this helps. 

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    Adam Morgan

    @Philipp I am using the app called smarter but i have tried both and i have a 1st gen

    Thanks for replying guys, hopefully they can sort something when they re-open after new years.

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    Philipp

    So this has been posted 9 days ago. My mail to support also is 6 days in the past.

    Is anyone from this company ever going to respond to our problems?

  • 0
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    Cook June

    Has anyone had this issue resolved?
    Contacted support but haven’t had a reply. Ive basically got a dumb kettle? Can’t even sign in!

  • 0
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    Manu Meadow

    Same Issue here.

    Can't wait to get my brewer online!! Please get us an update!

    Thanx Manu

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    Philipp

    Nothing new, except what Aaron wrote above. Still get the same login error in the "old" Smarter app.

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    Adam Morgan

    Apart from being told they're working on it has anyone been given an approximate timeframe or could Aaron give us an update? 

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    Roy Stevens

    I got told yesterday it would be fixed today by lunchtime, guess what... yep still no joy. Great customer service 👍🏻

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    Manu Meadow

    Friday it should have been fixed at least on Android.
    Still no Update though. Come on!

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    Jamie Macfarlane

    I’m getting the same. Any update?

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    Philipp

    We could start messaging Jeff on LinkedIn ;)

    https://www.linkedin.com/in/jeff-cragg-1b515714/

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    Scarlet

    Hi everyone, 

    We are aware of this issue and can confirm that our tech team has been working hard to resolve it over the last few weeks. 

    As it stands they have established a fix which will be going live as soon as we are granted the necessary permissions - this will likely be early next week. 

    Please keep your eyes on your email inbox's as we will be sending out an email with an update in due course. 

    Thank you all so much for your patience with us whilst we work on this.

    All the best,

    Scarlet 

  • 0
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    Dan Stevens

    At least you had a reply. I sent them an email before Christmas about kettle and recieved nothing.

    Have emailed support again. Let's see if they reply this time.

    Come on though guys nearly 3 weeks to sort a login issue?? I know its not facebook or anything but the main purpose people buy this type of tech is for the very reason you now can't use it for. I could have brought 10 kettles which do exactly the same as the one I currently have.
    Think my coffee machine upgrade may have to be placed elsewhere.

  • 0
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    Scarlet

    Hi Dan, 

    Please accept our apologies for the delay in resolving the log in issue. 

    I have had a look into our communications with you and can see that our customer service team emailed you back within 24 hours of your email to us, and then sent you a follow up email the next week in order to update you on the situation. Could these have gone into your junk folder by mistake?

    Again, thank you so much for your patience with us over this time frame.

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    Thomas Eppers

    Ich hab mir wohl voreilig die Kaffeemaschine gekauft. So wie es aussieht besteht das Problem mit der App schon länger und es wird nichts unternommen das sie funktioniert. Außer immer der selbe Spruch das sie daran arbeiten. Seltsam 🤔

    I've probably bought the coffee machine prematurely. It looks like the app has been around for a while and nothing is done to make it work. Except the same saying that they work on it. Strange 🤔

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    Dan Stevens

    Yeah from what I can see if you have the gen 3 stuff it works. But if you have any earlier products from them then they are not interested it seems.
    Think this is going to be the ongoing support when our gen 3 products get updated to gen 4 and they just leave us behind in only supported their newer products.

    Over a month now to apparently sort this issue!! Anyone else feel a little let down by the lack of any sort of importance from them?

  • 1
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    Aaron

    Hi all,

    Thank you for your patience whilst we have been working on this issue.

    I have today been advised that the development team have identified the issue and created a fix for this.

    It is currently going through testing to make sure the app is working and if all goes well should be released tomorrow.

    I will update you again tomorrow once I have more information.

    Thank you for your continued patience.

    Thanks

    Smarter Support

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    Thomas Eppers

    Super 👍
    Gibt es auch Info wann die 2te Generation wieder zum kaufen gibt? Oder kommt eine 3te Generation?

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    Manu Meadow

    I thought development team had already checked in an update last Wednesday and you were just waiting for permission (I guess from Google?).
    Now you’re telling, there is a fix since yesterday?
    I don’t get it. Literally. :-/

  • 0
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    Aaron

    Hi Manu,

    Yes you are right, we got permission but ran into a small issue found when testing which needed to be resolved.

    This has been fixed and we are running some more testing to ensure the app works as it should.

    This should then be released today.

    Thanks

    Smarter Support

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    Adam Morgan

    I know its frustrating but lets try and give them the benefit of the doubt, lets hope we get this sorted soon 

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    Thomas Eppers

    Was ist denn nun mit der App?

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    Aaron

    Hi all,

    We have run into a small issue whilst testing so the release has been delayed slightly.

    Our developers are working hard to resolve the latest issue and I have been advised that all going well this should be finished and released at the end of this week.

    Sorry for the extra delay and thank you again for your patience.

    Thanks

    Smarter Support

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    Thomas Eppers

    😭

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    Roy Stevens

    This is a joke now. This app better be amazing once it’s fixed.

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    Aaron

    Hi Roy,

    We do apologise that it has taken longer than expected to fix but I can assure you we are working as hard as we can to get you access to the app.

    Thank you again for your continued patience.

    Thanks

    Smarter Support

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    Dan Stevens

    This is going to be so good even people who don't have a kettle will be installing it. :-)

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