My Vodafone App not working - error code 4609

[ngiacalone90]

Hello,

I am new "Pay as you go Plus" customer. I opened my account on the 22nd of January 2025 and transferred my previous phone number on the 31st of January 2025. I have an iPhone XR.

I'm unable to access the Vodafone (UK) app. Every time I tried, I got the error code 4609 (screenshot attached).

I can log in with my details on the website, but because of the new redirect, I can't access any personal details because it suggests using the app instead, which I can't log in with.

The website redirect is not really helpful, and I wish it could be disabled because it is highly disruptive.

I opened a chat with the support team today, and we tried to:
- re-install the app multiple times / ❌ didn't solve the issue
- access my account on another device / ❌ didn't solve the issue
- change the username/email address I used for the registration / ❌ didn't solve the issue

Honestly, I don't know what to do now. Can someone help, please?

[Remi]

Hi @ngiacalone90, thanks for reaching out. If your having issues with the My Vodafone App, can you reach out to my team, we'll be happy to run through some troubleshoots. We can't access any account information on this particular forum so if you reach out to the social media team they'll be happy to support further. You can make contact with them here. 

[kolises001]

Hello, I am having exactly the same problem as you.

I also transferred my number, I am a new pay as you go plus customer and was never able to login to the app. It is now a week and still no fix from vodafone. I contacted them and they reset my account twice, so I had to register again twice after 48 hours from the SMS. Still unable to login or just skip login using mobile data.

Let me know if you managed to get it fixed!

[ngiacalone90]

No, unfortunately I am still unable to login through the Vodafone app or the website.

Can you login to the website? I can use my login details but it keeps redirecting to the Vodafone app landing page, says that I need to install the app to review usage etc.

Honestly I don’t know what to do. I reached out the support team over Instagram and they reset my account many times but I still have the issue.

Also, they have clue what this error code is referring to. Which it seems absurd because the IT support team should know the reason why we can’t login.

I am thinking to submit a formal template and maybe change provider once again. This is has been stressful and unexpectedly complicated. I would have imagine a better support service from Vodafone to be honest.

[kolises001]

I can login to the website and it redirects for me as well to download the app.

Clearly this seems like a technical issue on Vodafone's side and this actually might be a problem that they aren't aware of from the backend side.

I tried contacting them on X, over the phone, and I even talked to a supervisor.

I am thinking the same about switching providers again.

[Lucy_F]

Hi @kolises001 If you can raise this issue with us via the contact information found here we'll get things looked into.

[kolises001]

I've already done that. They first said wait 48 hours for account reset then wait another 48 hours since the first reset did not finish and now wait 5 days for them to look at this issue.

Vodafone keeps asking me to wait. Well, I am running out of patience.

[Gemma]

Thanks messaging us your details @kolises001 - I understand you want your app access resolving as soon as possible. From what you've advised it sounds like this has been escalated for you and we should be monitoring the conversation over on Social Media. Please come back to us there if you'd like us to check anything on your account in the meantime. 

[ngiacalone90]

Hello Gemma,

can my issue be escalated as well?! I am been having the same issue. No able to access my usage details on the website or through the Vodafone app.

Can I receive support please?

[Remi]

Hey @ngiacalone90, thanks for contacting us again. If you'd like this to be escalated then we need for you to make contact with our social media team, please can you make contact with them here.