Mobile App Disaster

[Max16]

You all have to get your act together and allow users to log in to the mobile app without first logging in via a browser. Most of the time, even after logging in via a browser, it still will not let users log in to the mobile app. I usually just get the account blocked and have to constantly get it unblocked. It is rendering the mobile app useless, and I ship a ton via the mobile app as it is easy to use with one or two shipments.  I mean I pay for this service when I could easily just use another service like Pirate Ship since the rates are the same.  

[steveclark]

same problem here. We made the decision today to look for another shipping app. 

[BoneChill-LabX]

Same here. I'm done with this horrible mess they have been creating.

It's time to move on. 

[CaraAdmin]

Hello @Max16!

Thank you for your post in the community! We’ve escalated this to our development team for review and sincerely appreciate the thoughtful feedback you provided. Your insights help us continue to improve, and we’re truly grateful for your input!

Happy Shipping!

-Cara

[BoneChill-LabX]

It needs to happen very soon that this app actually starts helping us run our businesses or you will be losing a lot of business as I'm already looking elsewhere for something that doesn't stress me out like this.

[ryansealock87]

based off my emails back and forth with them, it doesnt matter and its not changing.  someone needs to fix this.

[DetFab]

Still no solution? Well you are losing another customer... I can't deal with this any longer. I am the only user, there is NO reason for me to need 2FA. It tells me to log in when I already am. I can only print from the App so this is a MAJOR inconvenience and unacceptable for me. 

[GreenGoddessSup]

FWIW, you're losing customers...  this is a way bigger deal than you probably realize.  And the "new version is coming..." messages are weeks old and still the only current message coming out...  This is a big deal and people are bailing.  Look at the comments all over the various threads - there are a LOT of angry people, and only a fraction of a percent of angry customers actually bother posting/saying anything...  the scope of this issue is huge.   You've entirely broken your service.  

[BoneChill-LabX]

What's being done? this has been several weeks of this horrible system and I'm unbelievably tired of it. Shipstation has been beyond slow to implement good updates but keep coming up with updates that actually hinder business... If I have to waste a couple minutes waiting on your slow app to finally tell me that I have to login again and then waste another couple minutes to login it creates an unbelievable amount of frustration.

Almost every time I go to open the app I have to wait almost a minute for the app to actually start up and do whatever checks it's trying to do. I have a high end phone and the only app out of the 20 I use consistantsly that takes more than a couple seconds to get to a useable screen is shipstation and it feels like it takes at a full minute to get to anything of value, then you add the frustration of having to log out and back in on a webpage. No one thought this through properly at all... I'm currently in talks with several of your competitors to move away from shipstation as this has really caused me far too many headaches over the last many weeks that this has been going on. 

The app has always been slow to open but now you've made it considerably worse.

[JTymes]

Just create a quick 2FA if you must and get rid of the BS desktop log in. 

I got an email this week about being able to use my bank instead of a CC to pay for certain fees because it was highly requested. Who the heck was yelling for that over just being able to keep using what was a very good app? 

[lexxx]

+1 to this, app constantly logs out, have to logout of desktop, log back in and then log into app, please fix this ASAP.

[BoneChill-LabX]

I 100% agree. This new system is disgusting.

As a result I'm currently researching switching to a different platform as this has been unbelievably frustrating. This has caused me more moments of stress in the last month than my suppliers sending bad chemicals has in the last 2 years. I'm beyond disgusted with the implementation of these new "security" factors. They really want to drive away businesses from ship station with these lousy updates.

[GreenGoddessSup]

1000%. They broke it.  It’s unusable now.  I’m looking around for other solutions from another vendor now because this is ridiculous. It’s been going on for quite some time and it’s completely unusable and it’s disrupted our entire workflow.  

[liftyourtable]

I thought it was just me. I can't use the Android  app and it is frustrating. 

[hierbasmex]

I have the same issue.  I was going to use pirate ship but they don't have all the platforms I sell on.  So Im on the hunt for another shipping software that works.  I keep getting logged out of the APP and forces me to log in from a browser for "security purposes"???  And then when I go to pay for shipping, every third shipment that I need a shipping label it gives me an error and I have to refresh the browser to be able to get the label.  WTH is going on with shipstaion?  It used to be the perfect solution!   This is getting ANNOYING!  With all the complaints you'd thing they would have this fixed!!! 

[DetFab]

They don't care... I decided to cancel my account. I "only" ship 100 orders a month so I doubt they really care about losing customers like me. I went back and forth with support and they have no clue what the problem is. They say the MFA or Adaptive MFA is for security but it makes no sense. This is my last message to them:

Let me explain this agin. You are claiming this is securing my account with MFA or AMFA. Listen, when I open the App on my phone, it uses FaceID to log in. If someone were to have my phone and try to use the app, they would need my FaceID or they would need my phone password to log in. 

The App tells the user to open a browser and log in. Well, if someone had my phone and they opened the browser, guess what? IT'S ALREADY LOGGED IN!!! So what kind of security is that? For me to log in to my phone App, I have to Log OUT of the browser and back in. How is that securing my account at all? It’s not, it’s bullshit and shows me that whoever designed the App or MFA/AMFA system is an idiot and needs to be fired as they are losing you customers, like me. 

I suggest you escalate this issue immediately and find a solution for me. Telling me to submit a feature request for a bug or problem you have in your App is ridiculous. I am not waiting months for this to be fixed. I already canceled my account. You have until May 1st to fix it, otherwise I am no longer a customer. I have a dozen other companies I can use for this service that will not cause me this headache and stress. 

I should not have to log in and out of my phone 6-10 times a day to print labels, that’s insane and completely unnecessary. If you want to use MFA or AMFA, fine, but it does NOT need to be multiple times a day and you should absolutely be able to remember a trusted device. 

[HealingTree]

100% My bank app even allows me to add "trusted devices" so it's a simple login with my face or thumb... Who wants to steal our shipping app anyway? What are they planning some diabolical plot to ship something UPS ground using our accounts? Come on shipstation... You used to have a fine and dandy app that just worked... At least let the customer decide the level of security they are willing to use!

[CaraAdmin]

Hello @Max16 and @HealingTree!

Thank you so much for your patience! I’m happy to inform you that we’ve released an improved version of the ShipStation Android app.

If you need help updating the app, follow the steps in this Help Center article on Mobile App Updates.

We truly appreciate all our feedback and your continued patience as we work to improve the mobile experience!

Happy Shipping!

-Cara

[DetFab]

Too late for me... I canceled my account 2 months ago and no one at ShipStation seems to care. Very disappointing to say the least. 

[maurer90]

Guess I am not the only one. This 2FA is getting ridiculous, prices have almost doubled in the last couple years and all I have is more issues. 

[ShippinginKC]

Get this fixed FFS! Paying for a service and the ap doesnt work. I'm even on the same wifi right now as my desktop and cant get on with my phone. 

"As of the 3rd quarter of 2024, 93.9% of U.S. internet users went online using mobile devices, with 93.9% specifically using smartphones."

[CaraAdmin]

Hello @BoneChill-LabX, @maurer90 and @ShippinginKC!

Thanks so much for your feedback! We understand how important it is to provide a seamless mobile experience, and the great news is that our team is already working hard on a solution. We're developing an update enabling the mobile app to manage aMFA directly within the app—no more switching to an external browser! This is an ongoing effort by our engineers, and while we can’t share an exact launch date just yet, we’re planning to release it on iOS first, followed by Android soon after. 

We really appreciate your patience and are excited to bring you these improvements soon!

Happy Shipping!

-Cara

[sweetsouthernbe]

This has been an ongoing issue for me for months! I do t u understand why it hasn’t already been addressed. It seems that y’all make enough money to have a competent App Designer on staff that simply knows how to hit the “UNDO” button because this wasn’t an issue at some point but one of the latest updates is when it happened. 

On an unrelated matter, on multiple occasions I have logged into my account only to find that my ShipStation balance was negative after having just adding funds to it prior to my last shipment. Now while I realize that the reason for this is likely that there was a package that was sent that may have weighed more than what postage was paid for but I have no way of finding that out, no email notifications showing which package it should apply to, how much was charged or how much was subtracted from my account. Can you please tell me how I am supposed to find this information? I don’t really appreciate funds being deducted from my account without explanation. 
Thank you

[CaraAdmin]

Hello @sweetsouthernbe!

Thank you for your community post! I’ll share your feedback with our development team for their review.

Regarding your question about billing adjustments, I’ve attached a helpful article on ShipStation Carrier Adjustments. It walks you through where to find these adjustments in your account and offers tips on how to help avoid them in the future. If you need help locating where to see these, you can always reach out to support@shipstation.com

Let us know if you have further questions—we’re always happy to help!

Happy Shipping!

-Cara

[DetFab]

I was also wondered this as well... It's BS that you hide this transaction information so deep. You don't think a customer should be notified when there is an adjustment? It's ridiculous, I just found $115.66 in "Adjustments". A lot of these are too old to file a claim with USPS and when I ship an item in a flat rate box, that's what is ships in, I don't use other boxes, so their "Automated Package Verification" was obviously wrong and you never notified me that there were additional charges. 

[JRBShipper]

A month later and still not fixed. It worked fine for years with no issues.

[Smuggle]

Ya I can't do it anymore I ship some months close to 1000 orders, looking for a new service. 

[sohmata]

PLEASE RESOLVE THIS ASAP. IT IS QUITE FRUSTRATING.

[BradAlright]

This is absolutely the worst thing ever. I agree wholeheartedly. I travel a lot, and when a customer emails for an order update, or I need to jump in the app for any other reason, and this sh*t happens, it makes me want to pull my hair out. What should be a 30 second ordeal becomes something I have to actually stop what I'm doing to address, just because of this issue. 

Fix it, or we have to go elsewhere. This only started for us in the last few months, but it's a gamebreaking experience. 

[CaraAdmin]

Hello @Max16!

We wanted to share with the community that an update for the ShipStation Mobile app on iOS is now available! You should see the update prompt in your Apple App Store, and all iOS users can now manually update the app rather than waiting for an automatic update.

We’re still actively working on the Android version update and will share an update with the community as soon as it’s available. 

Thanks for your patience!

Happy Shipping!

-Cara

[DetFab]

Too little, too late... I canceled my account. Between this and the issue with your reports not showing carrier adjustments, I've had enough. Your support is terrible and no one seems to care about the little companies shipping 100-500 packages a month. 

[HealingTree]

Same problem with me and we are an Internet based business as well as many here so it's critical to be able to check to see what we have going out for the day when I'm on the go! This has been an incredibly frustrating ordeal and we are genuinely thinking of switching to another shipping program as this is insane! Why could they possibly need this tight of security? My bank isn't even this secure. Shipstation...I hope you're reading these replies and I truly hope you fix this soon!