MyChevrolet App No Longer Works

[DanZ]

I had a fully functional MyChevrolet app on my android phone, but now it no longer works. I have tried all of the following, trying to troubleshoot the issue: 1) I have cleared the cache, 2) I have cleared storage, 3) I have uninstalled and reinstalled the app.  Every time, the app freezes on the "OnStarPIN" screen.  If I enter a PIN on the screen (the same PIN I had already entered at the dealership a few days ago), nothing happens--I stay on that screen. If I tap on the back button at the top left of the screen, I get a totally blacked out screen, and again nothing happens, it's stuck on that screen. If I close the app, and go back into it, once again I'm on the "OnStarPIN" screen, and can never get past that screen.

(Note that my wife was successfully added a couple days ago as a family member, and the MyChevy app on her android phone is still working.)

Please someone at OnStar do whatever you need to do, so that I can use the MyChevrolet app again. Thanks.

[DanZ]

To add further, I saw this particular thread and all already tried all the steps outlined in that discussion:

Power Cycle Steps: 

1. Enter the vehicle and turn ignition on (Vehicle should run for at least 60 seconds)
2. Shut off vehicle 
3. Remove Key from ignition or Press start/stop button
4. Exit vehicle-Key FOB must also exit vehicle
5. Close Driver’s door-All other doors, hatch, liftgate should also be closed
6. Lock vehicle doors using key FOB
7. Critical Step: Wait ~ 2 minutes ( or until OnStar LED goes out. This allows time for the OnStar unit and other electrical systems to turn off)
8. Re-Enter the vehicle and turn ignition on

Android Cache Clear Steps: 

1. Tap the recent apps/app manager button to view recent apps
2. Swipe left/right to close the mobile app
3. Open your device settings
4. Select Apps then Storage
5. Tap Clear Cache

[Advisor_Jack]

We appreciate you bringing these difficulties with logging into your MyChevrolet app to our attention, Dan. Additionally, we are impressed at the initiative you took with attempting these additional troubleshooting steps to resolve these troubles. You are certainly on the right path, and we would like to take it from here and provide some additional assistance on the back end. In order to troubleshoot these concerns further, we ask that you send us an email to socialmedia@gm.com with the subject, "ATTN: OS Community/DanZ," so that we can locate your message and continue to help get your app up and running again. We will keep an eye out for your message. 

[JSW]

I'm having the exact same issue with the myChevrolet Android app as described by DanZ. The app gets to the "set PIN" screen, it allows up to four digits to be entered, but there's no button on the UX to click to proceed. The checkmark option on the keyboard does nothing. Clicking the back - navigation arrow on the screen just takes you to an blank screen. I've also tried the same resolution steps (uninstall/reinstall, clear cache and storage, doing the hokey-pokey and turning myself around, etc.). Would have been great if Advisor_Jack looped back to the thread to throw some light on the fix for any others who encounter the same problem:(

Anybody out there have the secret answer I seek to solve this pin screen situation?

[DanZ]

JSW (and anyone else who might be experiencing this problem), after several contacts with OnStar which didn't resolve the issue, here's what I finally did to solve--hopefully permanently--the problem.

I uninstalled the app from my phone (Pixel 6), and I installed it on an old android phone that I had laying around in a junk drawer. (This phone had no SIM card and therefore no cellular service, but I could still use it on my WIFI.)  I intalled the MyChevrolet app on this old phone, logged in, and everything seemed to work correctly. Then, I uninstalled the app on that phone, and reinstalled it on my current (Pixel 6) phone. Inexplicably, that worked! I no longer got stuck on the PIN screen!

I've been using the app on a regular basis for well over a month now without having the problem recur.  I hope this helps JSW and anyone else who might be having the "stuck-on-PIN-screen" problem. Good luck!

[Advisor_Helen]

We do regret to hear of any ongoing concerns regarding the mobile app login. Thank you kindly for clarifying the troubleshooting steps you have already taken. Moving forward, our team here would be more than happy to take a further look into your account details on our end and assist. So we may, please email socialmedia@gm.com with a screenshot of the mobile app. Be sure to include ATTN: OnStar Community/JSW so we may locate your Community post.