Since the new login procedure implemented in the my cloud app, I cannot get to my data. I have a my cloud duo and I can access all my files from my windows 10 desktop so the device is ok and the files are ok. When I try and use the app, it asks me to login, I login ok and it says searching for my device which it finds together with the activation code. It then says connect? Which I say yes. It then says do I want to set up a new device or connect to the existing. I select existing and it then says I need to ask the device owner to invite me to access the device. I am the device owner and the email it gives is mine. I don’t have any other users, just me! WD support so far can’t help - they suggested I selected set up a new device but that would delete all my files. They then suggested I paid for a 3rd party backup and do a factory reset. As I say, the files are all ok and I can access from windows ok, I don’t understand why the app cannot connect. It worked fine before the introduction of the new login on the app. Can anyone help out please?
Hi @markjg1960,
We apologize for the inconvenience.
We have escalated to our concern team. The respective team will contact you as soon as possible.
Thanks for escalating - I have not had any further contact - is there a case number I could track please? I want to install a new desktop but cannot download the windows app as I can’t log into my mobile app to send the email! Thanks
Hi,
For more information, please contact the WD Technical Support team for best assistance and troubleshooting:
https://support-en.wd.com/app/ask
