Santander Online Banking Login Problems

moonraker52

I moved to a Santander 123 account a few months ago and use online banking extensively. Today it seems I have forgotten my 5 digit passcode (I could have sworn it was 6 digits but never mind). Having been locked out I spoke to a nice lady in Belfast who informed me that the only thing she could do was to re-set my passcode and send me a letter with the new passcode - a minimum of 4 working days. I was informed that Santander take online security "very seriously". Not so with customer satisfaction obviously. Even if I've been stupid enough to get my details wrong - and I'm not yet convinced I have - it seems crazy that they resort to snail mail to get you back on line. Anyone else had similar experiences? :mad:

ColdIron

It is a 5 digit code

ManAtHome

Santander passcodes are 5 digits. Surprised they can't send a new one via text (like the payment authorisation messages).

I had to go into a branch with passport when I changed my mobile number, so happy with that bit of their security.

moonraker52

I guess I got confused with my old HSBC code - ok my fault. However it doesn't alter the fact that their only response is to send a letter. Agree with ManAtHome. Why can't they use a text message in combination with a time-sensitive e-mail link? I'm sure others do that with no problem. If anything it's more secure than a piece of paper delivered by Royal Mail.

innovate

Which bank will text you online access information?

alanwsg

innovate wrote: »

Which bank will text you online access information?

I don't think any would as it breaks the two-factor authentication.

i.e., an attacker who stole your phone would be able to get the "Something you have" (the phone) and the "Something you know" (The PIN, helpfully texted to the same phone).

moonraker52

No - the PIN isn't texted to the phone, but a one-time use security code is, combined with an email to the registered address containing a time-sensitive link requiring the one-time code to re-set the passcode. I'm sure I've seen that used somewhere- think it might have been an online share dealing service? Seems secure to me and satisfies the two-factor authentication. A letter in the normal post isn't exactly secure.

flossy_splodge

Sometimes the banks just can't win.
If they were lax with security we'd all scream loud enough and somehow I don't think it's economical to send a Securicor van to a home address because YOU stuffed up.