Problem with New PIN Santander

XPrincessxEmmaX

I was told when requesting a new PIN that only if it was locked that I would need to use it at a LINK or Santander Cashpoint where using the PIN services option I could then unlock the card with the new PIN so I could use it. Anyway I tried to use my card with new PIN at the Post Office, where despite available funds my transaction was declined. I had the PIN on the letter I’d received that morning with me so I pulled it out my bag and tried again Incase I had entered it wrong. It declined again (2nd try) and both times I had definitely entered the new. pIN correctly.

Remembering what had been said about needing to Unlock the new PIN at a link or Santander cashpoint, I decided to try this as although it wasn’t locked to my knowledge thought there had to be a reason when the PIN was definitely correct and funds were available.

I went to a Link cashpoint to use the PIN service option and on entering the PIN a notice came onscreen saying I had entered the PIN. Incorrectly 3 times and the card was now locked!

Ive been told by Santander that using it I never the post office 1st caused this. And that I caused this’ll to happen to my card. And that it is using it at the Post Office before the cashpoint which prevented it from being used at all. I suspect that even though I tried to use it at the Post Office 1st that Thisbe was not the cause of the PIN problem, and that as the PIN number hadn’t been entered 3 times I should have still been able to unlock this at the Link if this hadn’t Beene what’s was necessary.

I suspect Santander are trying to blame me for the blunder with my PIN has anyone experienced similar or have knowledge of banking. Who can confirm if this impacted what happened.

Many Thanks

jonesMUFCforever

I know this might seem a silly reply but are you sure that you were using the right card for the PIN?
You would be surprised how many are caught out with this!

SnowTiger

XPrincessxEmmaX wrote: »

I was told when requesting a new PIN that only if it was locked that I would need to use it at a LINK or Santander Cashpoint where using the PIN services option I could then unlock the card with the new PIN so I could use it. Anyway I tried to use my card with new PIN at the Post Office, where despite available funds my transaction was declined. I had the PIN on the letter I’d received that morning with me so I pulled it out my bag and tried again Incase I had entered it wrong. It declined again (2nd try) and both times I had definitely entered the new. pIN correctly.

Remembering what had been said about needing to Unlock the new PIN at a link or Santander cashpoint, I decided to try this as although it wasn’t locked to my knowledge thought there had to be a reason when the PIN was definitely correct and funds were available.

I went to a Link cashpoint to use the PIN service option and on entering the PIN a notice came onscreen saying I had entered the PIN. Incorrectly 3 times and the card was now locked!

Ive been told by Santander that using it I never the post office 1st caused this. And that I caused this’ll to happen to my card. And that it is using it at the Post Office before the cashpoint which prevented it from being used at all. I suspect that even though I tried to use it at the Post Office 1st that Thisbe was not the cause of the PIN problem, and that as the PIN number hadn’t been entered 3 times I should have still been able to unlock this at the Link if this hadn’t Beene what’s was necessary.

I suspect Santander are trying to blame me for the blunder with my PIN has anyone experienced similar or have knowledge of banking. Who can confirm if this impacted what happened.

Many Thanks

Your PIN is stored on the chip on your card.

Santander advised you to use the card at a cash machine so that your new PIN could be written to it.

You decided to ignore their advice and popped off to a Post Office to make a transaction instead.

At that time your card still had your old PIN written to it, but you were trying to authorise the transaction using your new PIN.

Card blocked.

Westie983

You need to unlock your card at the ATM, you can still do this even though its now blocked due to wrong pin.

You need to put your old pin number in and then go to pin services and go to unlock pin, you should then get a successful message.

You are then able to change your pin at this time if you want to change it, by going to change pin. Make sure you read the instructions as you need to put your old pin in twice and then the new one.

Santander have sent you a new pin, but security has been put on it so needs to be unlocked before use, (normal practice for some companies when they send new cards in the post) to stop card being used contactless or in shops before its been 'activated'

You will need to repeat the above with the old pin, and the new pin, as either could be the valid one..

Westie983

colsten

Why were you given a new PIN in the first instance? I have held several Santander accounts for at least 9 years and they never gave me any replacement PINs. Did you request the new PIN? What had happened that you needed a new PIN?

In any case, a replacement PIN must be unlocked before it can be used. This is a security measure so that only the person who knows the old PIN can activate the new PIN. These instructions get sent to you with the new PIN. You chose to ignore them and your card was consequently locked - again, this is a security measure to protect you from unauthorised use of your card.

AndyPK

your old pin may have worked!

Could of tried that on the 2nd attempt!

Shouldn't have requested a new pin. If you wanted to change goto a santander cash machine

Santander are a pain with pins. Incompontent

colsten

AndyPK wrote: »

Could of tried that on the 2nd attempt!

#headdesk

AndyPK wrote: »

Santander are a pain with pins.

In what way? I have held several Santander current accounts for the last 9 years and never once had a problem with their PINs. Leaving the OP aside, there have been no reports on MSE about Santander PIN issues.

AndyPK wrote: »

Incompontent

Ah well, that explains it.

IanManc

XPrincessxEmmaX wrote: »

I suspect Santander are trying to blame me for the blunder with my PIN

I agree with you - Santander are trying to blame you.

Mainly because it is your fault.

AndyPK

My mother tried to get hers unlocked.
Went thru the process. Still doesn't work!
Contactless is ok

Terry_Towelling

AndyPK wrote: »

My mother tried to get hers unlocked.
Went thru the process. Still doesn't work!
Contactless is ok

Presumably, though, 'contactless' will only work on a new card after a successful CHIP & PIN transaction and thereafter will only work for a set number of 'contactless' payments until the card forces a CHIP & PIN transaction. From then on no 'contactless' payments can be made until a PIN has been entered - at least that's how I understand it. The numbers of transactions involved will probably vary from card to card.

colsten

AndyPK wrote: »

My mother tried to get hers unlocked.
Went thru the process. Still doesn't work!
Contactless is ok

How does it still not work? Assuming she has gone through the unlocking process and her new PIN is now active: how many times has she correctly entered the new PIN, and what happened each time she entered the correct new PIN? What have Santander said when she asked them about her troubles?