INC224203 -- Saved logins issue on v18.1 iOS Forge App

Our Development and Support teams continue to actively investigate reports of saved login credentials unexpectedly being cleared within the iOS Forge App.

We recognize that this issue has been ongoing for an extended period of time and understand the frustration this has caused for clients and affected users. Please be assured that we remain fully committed to this investigation and continue to pursue all available avenues of troubleshooting.

Since our previous update, we have continued reviewing available diagnostic information and testing various scenarios in an effort to better understand the behaviour. While we have received assistance from affected users testing debug versions of the production iOS application, the information collected to date has not identified a clear root cause. Although we have observed some encouraging developments through our testing efforts, further validation and analysis are still required.

That said, our testing has indicated that a version of the App incorporating changes currently present in the debug build may help reduce occurrences of saved login information being cleared. It is important to note that instances of the issue have still been reported, and the underlying cause remains unknown despite the encouraging results observed to date. As such, this version should not be considered a permanent resolution or guaranteed fix. Rather, it is being made available as an optional upgrade path for clients while our investigation continues.

Availability of this upgrade is currently targeted for the end of this week, which will allow our Development team additional time to finalize and refine the App build prior to deployment.

Clients interested in exploring this upgrade option, or who have any questions regarding the new App version, are encouraged to respond within their respective incident or via email.

Thank you for your continued patience and partnership as we work toward a resolution.

DigitalBanking_Support@Central1.com
1.888.889.7878 (option 2)

Our Development and Support teams continue to actively investigate reports of saved login credentials unexpectedly being cleared within the iOS Forge App. This remains a high-priority investigation, and we continue to devote resources toward identifying the underlying cause.

As part of our ongoing troubleshooting efforts, we may have identified an instance where the issue was reproduced by a staff member using a debug version of the production iOS application. While this is an encouraging development, the investigation is still in progress and additional analysis is required.

We continue to encourage users testing the debug version of the iOS application to report any occurrences of this issue and provide as much detail as possible to assist with our investigation.

We understand the impact this issue has on affected users and appreciate your continued patience and cooperation. Please be assured that the investigation remains active and ongoing, and we will provide further updates as soon as significant new information becomes available.

Thank you for your continued partnership as we work toward a resolution.

DigitalBanking_Support@Central1.com
1.888.889.7878 (option 2)

Please be assured that we continue to treat this as a priority investigation and remain actively engaged with our Development team. Over the past several weeks, we've dedicated significant effort to reproducing the behavior internally and identifying a reliable pattern that would help us isolate the root cause.

Unfortunately, despite extensive testing, we have not yet been able to replicate the issue in our own environments. We've also worked with a small number of affected clients by providing debug versions of the iOS application to capture additional diagnostic information during reproduction attempts; however, these efforts have not yet produced any conclusive findings.
While we do not have a meaningful update on the root cause at this time, the investigation remains active and ongoing. We understand the impact this issue has on your users and appreciate your patience as we continue working to gather the information necessary to move the investigation forward.

In the meantime, we encourage affected staff members to continue testing with the debug iOS application where possible. For impacted clients who have not yet received the debug version and would like to assist with troubleshooting, please let us know and we would be happy to provide it.

Should the issue occur again, any details surrounding the event would be extremely helpful to our investigation. In particular, we would appreciate information regarding the actions performed leading up to the login being cleared, the timestamp, the device type and model, the operating system version (iOS), and any screenshots or screen recordings that may help us better understand the circumstances under which the issue occurred.

We remain committed to resolving this issue and will provide further updates as soon as we have any significant developments to share.
Thank you for your continued patience and understanding.

DigitalBanking_Support@Central1.com - 1.888.889.7878 (option 2)

We continue to investigate an issue affecting some members using the Forge App on iOS devices, where saved login information may not be retained as expected.

Through our investigation, we have identified a valid workaround that allows saved login functionality to continue working as designed. Members should ensure that Biometric Login (Face ID or Touch ID) is enabled within the Forge App. We have observed that when Biometric Login is disabled, saved login information may be removed, either immediately or after a period of time.

While the workaround has proven effective, our team continues to investigate the underlying cause. We have experienced challenges consistently reproducing the issue within our internal testing environments, which has extended the time required to identify the root cause and implement a permanent fix.

Our team remains actively engaged in the investigation and will provide additional updates as more information becomes available.

DigitalBanking_Support@Central1.com - 1.888.889.7878 (option 2)

We are currently investigating an issue affecting some users on iOS devices where saved login information is not being retained as expected on the v18.1 Forge App.

Some members reported that the issue was resolved after upgrading their device to iOS 26.5 operating system. While we have not yet confirmed this as a universal solution, members experiencing this issue may wish to ensure their device is running the latest available version of iOS.

Members can continue to access the service by manually entering their card number and password if their saved login is unavailable.

Our team is actively investigating the issue and working to determine the root cause. Additional updates will be provided as more information becomes available.

We apologize for any inconvenience and appreciate your patience while we work toward a resolution.

DigitalBanking_Support@Central1.com - 1.888.889.7878 (option 2)