Santander Login Problems

molley

Doing a search in here I found someone in 2012 who had a problem with Santander Login identical to what I had today so they clearly have learned nothing in the intervening years .

I normally use the Santander App to check things on my account but earlier I wanted to grab a screen shot of a Direct Debit cancellation but it wouldn't allow me to do so so I went to the Santander website using my P.C. intending to screen print from there .
It's been a while since I used online banking and while I was sure I was using my correct Customer ID ( as it was from an old debit card ) it became clear that there was a mistake with the other two pieces of info it asked for ....I clicked the "forgotten details " link and one thing it asked was if I had a Mobile Phone and so I expected my details to be reset and they would sent me a OTP......Instead it said they would send me two letters with the new logon info and I'd get these in a few days ......I also could no longer use the App as I was locked out of that as well...
Not being happy about this palaver I spoke to their Digital Complaints Team but I might as well have saved my breath as I got nowhere ....The gist being ...."well that's the way the system works" ...No explanation of why they asked if I had a mobile or why they couldn't deal with it by sending a OTP .....
What if I had been away from home and not in position to get mail sent to my home address. ...
I asked them to log my call as a complaint but I doubt I'll get a satisfactory response.

chili1496

are you away from home? what phone do you have and are the details correct for santander?

Neil_Jones

molley wrote: »

It's been a while since I used online banking and while I was sure I was using my correct Customer ID ( as it was from an old debit card ) it became clear that there was a mistake with the other two pieces of info it asked for ....

Your debit card has nothing to do with the log in to online banking. Santander don't use "card readers" or anything like that (at least not yet) in order to be able to log in, its just the Customer ID and three characters from a password and a five digit pin. The same details you would have used to log in on the app..

I clicked the "forgotten details " link and one thing it asked was if I had a Mobile Phone and so I expected my details to be reset and they would sent me a OTP......Instead it said they would send me two letters with the new logon info and I'd get these in a few days ......I also could no longer use the App as I was locked out of that as well...

Yeah it tells you this on the website:

https://retail.santander.co.uk/Estatico/ALP_LOGSUK_Logon/Html/migracionv1_FAQ_Help.html#s5 wrote:

After we have confirmed your identity we will send out new security details to your registered home address.

Not being happy about this palaver I spoke to their Digital Complaints Team but I might as well have saved my breath as I got nowhere ....The gist being ...."well that's the way the system works" ...No explanation of why they asked if I had a mobile or why they couldn't deal with it by sending a OTP .....

OTPs are not for logging in. They are for setting up new transactions.

What if I had been away from home and not in position to get mail sent to my home address. ...

So don't forget your details then. You obviously knew them because you managed to sign in on the app and the same details are used for the website.

molley

Neil_Jones wrote: »

Your debit card has nothing to do with the log in to online banking. Santander don't use "card readers" or anything like that (at least not yet) in order to be able to log in, its just the Customer ID and three characters from a password and a five digit pin. The same details you would have used to log in on the app..



Yeah it tells you this on the website:





OTPs are not for logging in. They are for setting up new transactions.



So don't forget your details then. You obviously knew them because you managed to sign in on the app and the same details are used for the website.

(1) I didnt say the debit card had anyhting to do with logging in ..The customer ID I use is the same one I have been using for years since I first used online banking and is the 16 Digits from an old debit card

(3) If its not called a OTP them it is a numerical code they send cos others use them for resetting logins.
(4)The details used for the APP are NOT the same as used for online banking ...The App ,when opened,offers you a choice of 10 (?) numbers and you tap the 5 ones you use and you get access to the account . ....there is nothing else to do ...just ONE step .



I know that Santander dont use card readers .... .. nor do I use three characters from a password ( just a Cust ID,a passcode and a pin) but things may well have changed over the years .

molley

chili1496 wrote: »

are you away from home? what phone do you have and are the details correct for santander?

I am at home.My Phone is a Nokia 5.1 and Santander have correct address and mobile and landline numbers

colsten

Neil_Jones wrote: »

OTPs are not for logging in.

they will be, in the very near future. However, they are not to replace the existing credentials, but in addition to them. It will remain impossible to log in just with an OTP.

Neil_Jones wrote: »

So don't forget your details then. You obviously knew them because you managed to sign in on the app and the same details are used for the website.

If you use touchID or faceID, you don't need your login credentials. Thus it's quite easy to forget them.

Neil_Jones

molley wrote: »

(4)The details used for the APP are NOT the same as used for online banking ...The App ,when opened,offers you a choice of 10 (?) numbers and you tap the 5 ones you use and you get access to the account . ....there is nothing else to do ...just ONE step .

Well I don't know what app you're using but that doesn't match the Santander app I have?

EssexExile

Neil_Jones wrote: »

Well I don't know what app you're using but that doesn't match the Santander app I have?

And your description above of how to access the website for online banking is nothing like the way I do it! Perhaps there is more than one way to access the app just like there is more than one way to access online banking on a pc.

msallen

EssexExile wrote: »

And your description above of how to access the website for online banking is nothing like the way I do it! Perhaps there is more than one way to access the app just like there is more than one way to access online banking on a pc.

Me neither - indeed no-one has yet described the way I log in to either the website or app. I guess there must be a lot of legacy methods from people who signed up with them at different times (or even via different pre-Santander banks)

molley

msallen wrote: »

Me neither - indeed no-one has yet described the way I log in to either the website or app. I guess there must be a lot of legacy methods from people who signed up with them at different times (or even via different pre-Santander banks)

Thats possisble as I had an account with Abbey National and almost certainly started Online Banking when I was with them .The Customer ID Number I use was the long number on the Debit Card and that was probably what they said to use along with a Passcode and a Pin Number and thats the way it has been ever since ...we will see what they send me once I get the reset letters .
As for the App I used to use an iPhone with the App but I cant remember what info I put in to use it but I have since been using a Samsung and now a Nokia so had to change to an Android App and it is registered to that phone and part of the process is to use your Security Details and they then send you a OTP to pair it to that phone.....a video can be seen on the Google Store page against "Santander Mobile Banking"-Santander UK plc I cant imagine they have more than one App for UK Personal Customers .

Neil_Jones

Hm, eye opener, I was under the impression everything that Santander inherited was under the Santander app on the phone and santander.co.uk and that while all the brands had been visually consolidated it may well be that the current log on procedure is a bodge (so to speak) job to bring together heaven only knows how many legacy log on procedures.

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