Having Issues Launching the bOnline App?

Modified on Fri, 20 Mar at 9:51 AM

This article covers what to do if your bOnline mobile or desktop app will not launch or is not responding. It applies to all bOnline customers using the mobile or desktop app.

Follow the steps below in order to get back up and running as quickly as possible.

Step 1 - Check you have the latest version of the app

Before trying anything else, make sure you are running the latest version of the bOnline app. An outdated version can cause launch issues.

You can find download instructions for mobile and desktop here: How to download the bOnline phone mobile and desktop apps.

Step 2 - Uninstall and reinstall the app

If updating does not resolve the issue, uninstall and reinstall the app.

Uninstall the bOnline app from your device.
Log in to the MYbOnline portal at my.bonline.com.
Go to Download Apps and reinstall the app using the download instructions linked above.

Step 3 - Sign in with your PIN

Once the app is reinstalled, sign in to get started.

Open the newly installed app.
Enter your 6-digit login PIN. For example: 482910.

If you have forgotten your PIN, follow this guide to reset it: How do I reset my bOnline mobile or desktop app login PIN?

How to restart the bOnline app

If the app stops responding during a call or behaves unexpectedly, restarting it can help. To restart the app, close it completely on your device first.

Android: Tap the Recent Apps button and swipe the bOnline app away.
iPhone: Swipe up from the bottom of the screen, pause briefly, then swipe the bOnline app away.

Then reopen the app and make a test call to confirm it is working correctly.

Quick reference

Issue	What to do
App will not launch	Check you have the latest version, then uninstall and reinstall
App stops responding during a call	Close the app completely and reopen it
Cannot sign in after reinstall	Reset your 6-digit PIN using the reset guide