Nationwide BS login Difficulty

itsj2

In order to login to Internet banking Nationwide now require a mobile phone number. An elderly family member with considerable funds invested cannot access their accounts online because they do not use a mobile. Neither can they visit a branch at the moment because they are immobile after an operation. Using my Desktop is the only answer but they cannot login!!! without a mobile. They cannot even login to close their accounts and move the funds to a more user friendly provider. Help, please?

LHW99

Have they never been sent a card reader? We ended up with 2, although I can't remember even requesting one. You can use those instead of a mobile.

itsj2

Thanks but they don't have a Nationwide card or card reader. Still stuck!

molerat

I am able to log in with memorable data, card reader or code via text.


edit: I see memorable data is being phased out.
https://www.nationwide.co.uk/support/support-articles/security/login-changes

If you can't use a card reader or a mobile phone get in touch. Please call us or visit us in branch to discuss your log in options.

Deneb

Although the login screen has changed, in Step 2 (after entering the customer number and date of birth) I am given the option of choosing from one of three options each time that I log in. ISTR it defaulted to the option to send a passnumber and code by text on the first login to the new system, but I was able to change it and once changed it always defaults to the last selected option.

The choices are passnumber and code by text, using a card reader, or memorable data and passnumber (the "old" method).

Does your relative not get offered these options when logging in?

Second login screen (Step 2 of 2): "Choose how you'd like us to verify you".

itsj2

Memorable data was always what we used but is not given as an option any longer at the login page

Deneb

itsj2 wrote: »

Memorable data was always what we used but is not given as an option any longer at the login page

How odd, I'm still using it daily and I have that very screen open as I type this.

Robin9

itsj2 wrote: »

Memorable data was always what we used but is not given as an option any longer at the login page

Likewise - the options are 1) Passnumber and code by text or 2 Card Reader

I use the card reader option

eskbanker

itsj2 wrote: »

In order to login to Internet banking Nationwide now require a mobile phone number. An elderly family member with considerable funds invested cannot access their accounts online because they do not use a mobile. Neither can they visit a branch at the moment because they are immobile after an operation. Using my Desktop is the only answer but they cannot login!!! without a mobile. They cannot even login to close their accounts and move the funds to a more user friendly provider. Help, please?

If contacting them, as suggested in the page quoted by molerat, it may be worth reminding them of their obligations to accommodate those unable or unwilling to use mobile phones, as advised by the FCA in their implementation guidance:

20.21 We encourage firms to consider the impact of strong customer authentication solutions on different groups of customers, in particular those with protected characteristics, as part of the design process. Additionally, it may be necessary for a PSP to provide different methods of authentication, to comply with their obligation to apply strong customer authentication in line with regulation 100 of the PSRs 2017. For example, not all payment service users will possess a mobile phone or smart phone and payments may be made in areas without mobile phone reception. PSPs must provide a viable means to strongly authenticate customers in these situations.

In terms of more user-friendly providers, all institutions are required to impose strong customer authentication for online banking by March, but some are offering solutions that don't involve mobile phones, as per https://forums.moneysavingexpert.com/discussion/6021774/strong-customer-authentication-now-delayed-changes-to-online-verification

p00hsticks

Deneb wrote: »

How odd, I'm still using it daily and I have that very screen open as I type this.

Apparently it is to be removed 'over time'
https://www.nationwide.co.uk/support/support-articles/security/login-changes


OP - according to my link above it says
If you can't use a card reader or a mobile phone get in touch. Please call us or visit us in branch to discuss your log in options.

bowlhead99

Deneb wrote: »

How odd, I'm still using it daily and I have that very screen open as I type this.

Robin9 wrote: »

Likewise - the options are 1) Passnumber and code by text or 2 Card Reader

I use the card reader option

itsj2 wrote: »

Memorable data was always what we used but is not given as an option any longer at the login page

p00hsticks wrote: »

Apparently it is to be removed 'over time'
https://www.nationwide.co.uk/support/support-articles/security/login-changes

Well:

When you go to login from the main site, you get to a new screen (at https://www.nationwide.co.uk/products/current-accounts/service/changes-to-log-in) ...
This 'changes to log in' splash screen is warning you about the changes they need to put in place. This tells you all about "The new, more secure way to log in":

We've introduced one-time codes, which are sent to your mobile each time you log in. These help us check it's really you and keep your money safe.

You can continue to log in with your card reader but, to comply with new regulation, you may notice you can no longer login with memorable data.

If we have your up-to-date mobile number, you don't need to do anything.

Update your number:

Continue to log in.
Select the 'Manage my details and settings' tab.
Select 'Change my phone number' and follow the instructions

.
If you can't use a card reader and can't use a mobile phone, please get in touch. You can call us or visit us in branch to discuss your log in options

At the bottom of this info box, below the graphics, it has two links:

Ready?

Yes - Continue to log in
No - remind me next time

If you say that Yes you are ready to log in how they propose, you will be taken through the new login method and have the two new two ways of doing it.

If you say that No you are not ready to do that and want to be reminded of the new method next time, it will take you to the older version of the login screen at

https://onlinebanking.nationwide.co.uk/AccessManagement/IdentifyCustomer/IdentifyCustomer

From there, you can put in your customer number and d.o.b., and on the next page, as Deneb says, you will have - underneath the colourful 'the way you log in is changing' infobox - the three different tabbed options for

Passnumber and code by text
Card reader
Memorable data

It's not clear how long 'holding out' against the changes will work for, because they're clearly warning you that it's coming imminently.

You can phone them for them to send you a card reader by post - or, once you've successfully logged in using the old method, order one online. No need to go to a branch

HTH