YBS wanting text code, unable to log in

joncombe

Yorkshire Building Society (YBS) have now changed the login so it demands a code sent to you by text message.

This means I am unable to login.

I enter my online banking number. Then my password. Then my date of birth. Now it asks for a code to be sent by text. I select my number. I get the text. I enter the number into the YBS website, and then I get the message

"We're unable to confirm your request as the text message is not complete. Please try again."

I have no idea what this means as I enter the full 6 digit code, as in the text message.

So I try again and get a new code

"We're unable to confirm your request as the text message is not complete. Please try again."


Then I get told I have to enter my password and the whole cycle repeats!

Is anyone else having this problem. Can this be switched off?

[Deleted User]

No it can’t be switched off.

Contact YBS

colsten

I have just successfully logged into my YBS account in Google Chrome, with the 6-digit code they texted. Try again, may be after cleaning your browsing history and cookies

YorkshireBoy

I had the same failure a couple of days ago. I put it down to pressing enter rather than clicking submit or whatever button with the mouse because it worked straight afterwards with a fresh code and a mouse click.

Ben8282

Have encountered this new procedure but have had no problems logging on once the code has been entered.

joncombe

I tried again last night and it took me 6 attempts before the text code was accepted by their website. Otherwise I got

We're unable to confirm your request as the text message is not complete. Please try again.

There is a different error if you get the code wrong, as I tried that too.

I raised a complaint with YBS about it and got the response below.

We have been working hard since this new process was implemented to ensure that the transition was as smooth as possible for our customers but regrettably, there have been times where some issues have arisen. We have resolved the majority of these, however there are some that are still in the process of being fixed by our IT team. Regrettably, we do not currently have a time scale for when the issue regarding the error message will be fixed but we do know that this is an intermittent issue and does not occur each time. I would also like to make you aware that we are unable to turn this process off as it is a new regulation that we have had to implement.

So YBS have implemented this and are refusing to turn it off, even though they admit they are aware of issues with it and they don't know when it will be fixed.

Not least I don't want to be running up and down stairs 6 times to get text messages each time I want to log in. If they are not prepared to do anything about it, I am - I have closed my account with YBS today as a result of this. I am only glad it is a savings account, not a current account, as I would be even more annoyed to be intermittently locked out of my current account because the system does not work properly.

It seems the banks assume everyone lives their lives somewhere with perfect mobile reception. It is rather frustrating after years of banks closing branches and telling us it is easy to do things online, they are now making it difficult to access our money online, too.

The lady I spoke to in the branch said she also had issues at her partners property in Somerset where again they have no mobile signal and also their broadband cuts out everytime the phone rings, making it now impossible to use the online banking.

DCFC79

All banks are being asked to implement a similar if not the same process.

YorkshireBoy

DCFC79 wrote: »

All banks are being asked to implement a similar if not the same process.

Many have adequately tested it before going live...is the point being made I believe.

colsten

joncombe wrote: »

If they are not prepared to do anything about it, I am - I have closed my account with YBS today as a result of this.

Sounds like you aren't lucky enough to have [had] an old Egg Money account, and that the YBS Regular Saver is of no interest to you. So YBS have probably done you a favour by triggering you to move your money to somewhere that pays better interest.

colsten

joncombe wrote: »

I tried again last night and it took me 6 attempts before the text code was accepted by their website. Otherwise I got.......


There is a different error if you get the code wrong, as I tried that too.

It's hardly the fault of a website if you type in the wrong numbers.

I get the "text message is not complete" error only if I press Enter, instead of clicking the Continue button (as already reported by YorkshireBoy yesterday). Otherwise the login has been working smoothly for me every single time.

joncombe

colsten wrote: »

It's hardly the fault of a website if you type in the wrong numbers.

I meant in one case I deliberately typed the wrong number to see if I got the "text message not complete" error or a different error, but I got a different errors. I did this because I wanted to prove the "text message complete" error was not due to the number being wrong.

I get the "text message is not complete" error only if I press Enter, instead of clicking the Continue button (as already reported by YorkshireBoy yesterday). Otherwise the login has been working smoothly for me every single time.

It does not matter which I do.