al rayan — Online banking is being switched off

xylophone

Mind you, I haven't had another go since......

I made the mistake of trying again this morning.........bear in mind that I eventually managed to register the hard token on my mac  desktop and checked that I could log in successfully after registration.....all fine.

Today.......multiple attempts to log in on the same device.....error message after error message.... followed by over an hour on the phone with two Al Rayan customer service agents.....go through the whole process (unsuccessfully ) several times, change password twice.....no joy.

Agent says it's an IT problem and will ring back within the next five days.

Just on the off chance, I try again on my mac laptop and ......I manage to log in ( so that clearly the password change was accepted on the desktop despite the error messages).

I already have a complaint in their system......do I have the energy to start all over again?

I have never, in all my years of dealing with on line accounts, come across anything like the dog's breakfast A R have made of this process.

tel_

xylophone said:

Mind you, I haven't had another go since......

I made the mistake of trying again this morning.........bear in mind that I eventually managed to register the hard token on my mac  desktop and checked that I could log in successfully after registration.....all fine.

Today.......multiple attempts to log in on the same device.....error message after error message.... followed by over an hour on the phone with two Al Rayan customer service agents.....go through the whole process (unsuccessfully ) several times, change password twice.....no joy.

Agent says it's an IT problem and will ring back within the next five days.

Just on the off chance, I try again on my mac laptop and ......I manage to log in ( so that clearly the password change was accepted on the desktop despite the error messages).

I already have a complaint in their system......do I have the energy to start all over again?

I have never, in all my years of dealing with on line accounts, come across anything like the dog's breakfast A R have made of this process.

I tried to phone them a couple of times last week (not at peak times either) but no joy. I haven't even tried this week with what's going on in the world.

Luckily, I moved all my savings out of the account by 13 March, and transferred them to a rival. 

I'm so glad I did this as I probably haven't got access to the account at all now. Not that I've tried to log in since Friday.

d63

this all sounds dreadfully dpressing and my hard-token still hasn't even arrived yet, tho a very nice lady did phone me up to apologise for the delay, 
what i do not still understand precisely is that if you do ever get the hard-token thing working, or maybe the authenticator app, does that still involve  re-registering with a new username and password, or is that only necessary for the mobile app?

Steve_xx

d63 said:

this all sounds dreadfully dpressing and my hard-token still hasn't even arrived yet, tho a very nice lady did phone me up to apologise for the delay, 
what i do not still understand precisely is that if you do ever get the hard-token thing working, or maybe the authenticator app, does that still involve  re-registering with a new username and password, or is that only necessary for the mobile app?

I've been faffing about with the Al Rayan app without success.  You mentioned a "hard token". What exactly is that?

xylophone

You mentioned a "hard token". What exactly is that?

It is a little device which you go through a very long drawn out process to register and which is then used to scan a cronto image on the computer screen.
This generates a number on the token which you type into a box on screen and this eventually lets you into to your account (in my case today after generating another error message).
It really is so utterly dispiriting that they can have made this unutterable mess of an on line service that worked perfectly.

xylophone

does that still involve  re-registering with a new username and password, 

Yes, you must register the device and believe me the new username and password is barely the half of it.

Be prepared for frustration to the point of tears and days of trying to contact Al Rayan if you find that you can't get it to register and then when you breathe a sigh of relief because know that you have successfully registered find a couple of weeks later that you can't get in..... see above.

The only positive thing I can say is that their staff stay patient and courteous throughout.

d63

Steve_xx said:

I've been faffing about with the Al Rayan app without success.  You mentioned a "hard token". What exactly is that?

oh dear, sounds very much like you didn't get the email  where amongst other things they said --
" However, for customers who do not feel comfortable banking through a smartphone, we will send you a free 'hard token' device which will enable you to continue to access your accounts online, without using a mobile phone. This will allow you to view your accounts through a larger screen - such as a desktop or laptop computer"
i am not sure i can add anything to what xylophone has very helpfully posted, since as i mentioned i haven't yet received the device.
 perhaps it were best if you were to phone support? -- but be prepared for a long wait. 

Nuggy96

Has anyone found a way to set up standing orders since the move to the new phone app?

colsten

Nuggy96 said:

Has anyone found a way to set up standing orders since the move to the new phone app?

Not on the Everyday Saver. All you can do is set up individual future dated payments. Painful, but possible.

Lokolo_2

I must be the only person who likes the new setup, I find the app works really well after the initial problems logging into it. Some of it is nicer than other major banks apps like swiping to confirm payments! This seems to be a generational problem as only those without smartphones are now struggling, get with the times!