MyBell app is not working on new Samsung Z Fold 8.

[Spec]

As title states. Just got my hands on the new Z Fold 8. Transferred over from a OnePlus 12R. MyBell app was pre-installed, and I cannot fully uninstall it, only uninstall updates.

I have tried uninstalling the updates, reinstalling them, clearing the cache and data, force stopping the app, granting it all permissions, restarting and updating the phone. But the MyBell app won't open. It plays a quick animation and then it stays on a blue screen with the Bell logo on it. Nothing happens after several minutes.

Obviously, I can effectively access everything that is on the app via a web browser. It's simply annoying. And honestly what's the point of pre-installing your app on my phone if it won't even work and I can't uninstall it to troubleshoot.

[WelshTerrier]

Good Day & Welcome.

Thank you for posting your question.

Mobility devices purchased from Bell do not generally come pre-installed with Bell software applications. Can you please tell us more in terms of your new device. You mentioned that you were experiencing issues only with the MyBell app and not via a web browser.

1. Did you purchase this device from Bell? If so, was this an online purchase or did your purchase your Z Fold 8 at a Bell Mobility store?
2. How did you transfer the data and apps from OnePlus 12R to your new new Z Fold 8?
3. Did you follow the Samsung support instructions to complete this transfer?
4. Prior to doing the transfer to your new device did you remove any unwanted apps & data that you did not want to include in the transfer to your new device? You would have the option to choose which data & apps you wish to transfer.
5. Did you try to Force stop the app before trying to uninstall the MyBell app?
6. Do you still have your OnePlus 12R device? Did you create a backup in case you needed to do a restore?
7. You may need to do a factory reset on your new device. If you transferred from old to new using the Samsung Smart Switch instructions, then your original data and apps will still be preserved.

Samsung Smart Switch | Download & Transfer Data | Samsung Canada

 How do I backup and restore data on my Galaxy device? | Samsung

Transferring data to your new phone | Samsung CA

Samsung Smart Switch

How do I perform a factory reset on my mobile device? | Samsung

For further assistance, I would suggest that you contact Samsung Tech support at:

• 1-800-SAMSUNG (726-7864) or send a text to WECARE (932-273)
• Help&Contact Us | Samsung Canada

Let us know.

Take care.

[Spec]

Hi there, thanks for your reply.

• The phone was purchased from BestBuy, not from Bell.
• I completed the transfer by following the instructions that the Samsung device gave me during start-up. However, the MyBell app was not transferred. It was installed on the phone before the transfer actually took place. I know that carriers can install software during an initial setup of a device, I am assuming this is the case here.

I think the app may just be broken on new Samsung devices. Out of curiosity I sorted Play Store reviews of the app by most recent on the latest version, and there are a plethora of reviews that mention my exact issue. Many of them also mention Samsung devices specifically. I appreciate your help, but I suspect that resetting my device would end with the same issue. For now I am ok just accessing MyBell via the web browser.

[WelshTerrier]

Good Day & Welcome.

Thank you for your follow up & feedback.

I do not know how the MyBell app was installed on your device. I do not believe it was not installed by Bell Mobility.

If you purchased this device from Best Buy, was it sold as new or as an open boxed / refurbished device that was resold?

If you experience any further operational or app issues on your Z Fold 8, you may wish to contact Best Buy.

Take care.

[WelshTerrier]

Good Day. 

My apologies for my earlier reply. Typing is not one of my best skills. I used a double negative in this reply.

My earlier reply should have read as follows:

"I do not know how the MyBell app was installed on your device. I do not believe it was installed by Bell Mobility."

If you purchased this device from Best Buy & it was not new or sold as an open boxed / refurbished device that may be the reasons why.

Take care.

[Spec · Accepted solution]

Alright, curiosity got the better of me and I have factory reset my phone. But first, to address your earlier question: the device was purchased new in box. Not open box nor refurbished.

So, in reality, I have factory reset my phone a couple of times. The MyBell app is always installed. Here are the different approaches I have taken thus far:

• Factory reset with the SIM inserted, set up phone without doing a transfer.
• Factory reset with the SIM not inserted, set up phone without transfer.
• Factory reset with the SIM not inserted, set up phone without enabling wifi, without transferring, without singing into any accounts.

In all three instances I was greeted by the MyBell app, preloaded on the device alongside other standard built-in apps. Honestly I'm just confused at this point.

Good news is that although I can't seem to get rid of it, the MyBell app at least actually works now.

[WelshTerrier]

Good Day @Spec 

That is great news. Thank you for letting the community know that everything is now working. We appreciate your feedback and the comprehensive details that you have shared with us.

The MyBell app does not generally come preinstalled on mobile devices purchased from carriers. You must manually download and install the application yourself from the official app store for your device.

A true factory reset wipes everything, including all downloaded apps, photos, and personal files.

If you do a factory reset, most apps will automatically reappear, or you will be prompted for re-downloading from your app store once you sign back into your Google account during setup.

A factory reset does not get rid of the core operating system, firmware, or pre-installed system apps. It also leaves behind data on external storage like SIM or SD cards, cloud backups, etc.

• Reset All Settings: This option reverts system configurations (like Wi-Fi networks, Bluetooth pairings, wallpaper, and sound preferences) back to default. It keeps your downloaded apps, photos, contacts, and personal files completely safe.
• Factory Data Reset:  This completely erases the device. All third-party apps, media, and accounts are permanently deleted, returning the phone to the exact state it was in when unboxed.

In any event, problem solved.

Sorry, I cannot offer up to you any other logical explanation.

Take care and enjoy!

[Spec]

OK a couple of things. First off, the MyBell app is broken again as of today. Same issue as before. The app just sits on an empty screen with the Bell logo on it.

I also do not understand why you are so caught up on the app not being pre-installed on the device. I promise you it is, and it cannot be uninstalled. I've attached 2 images. One of an app that I downloaded from the Play Store: Discord. The other is of MyBell. As you can see, Discord has a clear option to uninstall the app. MyBell on the other hand only has the option to disable or uninstall updates. Typical of  pre-installed apps.

 

I also promise you that I did in fact factory reset the phone 3 times last night. Not "reset all settings." And the MyBell app was always pre-installed, even when I had removed the SIM card, skipped connecting to wifi, did not sign into any accounts or restore from a backup.

In any case. The app does not work. I'm kind of done troubleshooting this. I just wish I could remove it from my phone. I appreciate you trying to help, but I think this is just up to the app devs to fix.