al rayan — Online banking is being switched off

pearl123

Sea_Shell said:

I gave up trying to register the app, so I've already emptied the account.   If things don't work smoothly, then "I'm out". 

I spent about two hours trying to get the app to work. It just kept freezing on the set user name password page. Out of personal choice I have avoided app based banking. I'm dyslexic and find using a pc easier and quicker. 
The app does not work. Read the reviews. I tried writing a complaint on their website and even that ending up freezing up. 
Apparently, their phones are also extremely busy.  
Did they ask what customers want? I will be making a complaint. 

Biggus_Dickus

What a bleedin’ palaver; ...tried to load the App to login to Al Rayan but no joy. Tried to do it for my account and my wife’s account. Two different iPhones, two different accounts,...same unsuccessful outcome.

Download the App by clicking the link in the SMS that was sent to the iphone from Al Rayans website.

App downloads and starts fine.

Start registration.

Id entry : success

Security questions : success

Id entry (new username, password etc): success

Received VERIFICATION CODE: otp success.   (note: If you click to read the Privacy policy before accepting it, the app crashes and the ENTIRE process has to be started  from scratch. Nice touch that eh?)

User setup: get message “user registration completed successfully:”   hit ‘close’ button which takes you to “Al Rayan Bank user portal.”

Asks for newly created username & password: which I entered successfully,..then get a message; “great, your user account has been created”

Then it goes back to ‘User set-up’ screen and asks you to click the ‘start’ button (there is no start button!) to begin creating your user account all over AGAIN! ...then the App hangs completely!!!

Nothing to be done but close the App completely and start the whole sodding process again. Done it three times for each account/phone and same result each time.

Anyone know what I’m doing wrong please?...all help appreciated.

 

 

 

mrchagle

I guess I've been lucky, using the IOS App - Everything worked first time. Logs in with FaceID without any problems.

Elvie100

Biggus_Dickus said:

What a bleedin’ palaver; ...tried to load the App to login to Al Rayan but no joy. Tried to do it for my account and my wife’s account. Two different iPhones, two different accounts,...same unsuccessful outcome.

Download the App by clicking the link in the SMS that was sent to the iphone from Al Rayans website.

App downloads and starts fine.

Start registration.

Id entry : success

Security questions : success

Id entry (new username, password etc): success

Received VERIFICATION CODE: otp success.   (note: If you click to read the Privacy policy before accepting it, the app crashes and the ENTIRE process has to be started  from scratch. Nice touch that eh?)

User setup: get message “user registration completed successfully:”   hit ‘close’ button which takes you to “Al Rayan Bank user portal.”

Asks for newly created username & password: which I entered successfully,..then get a message; “great, your user account has been created”

Then it goes back to ‘User set-up’ screen and asks you to click the ‘start’ button (there is no start button!) to begin creating your user account all over AGAIN! ...then the App hangs completely!!!

Nothing to be done but close the App completely and start the whole sodding process again. Done it three times for each account/phone and same result each time.

Anyone know what I’m doing wrong please?...all help appreciated.

 

 

 

Can't help.  Same here.  My phone is still stuck on the User setup.  Click below to try again.  No button to click and no way of getting out of the screen.  Same with the ipad.  Went through web browser to send a message.  Couldn't send it.

Moved my money out, leaving about 86p in there. 

soulsaver

Elvie100 said:

Biggus_Dickus said:

What a bleedin’ palaver; ...tried to load the App to login to Al Rayan but no joy. Tried to do it for my account and my wife’s account. Two different iPhones, two different accounts,...same unsuccessful outcome.

Download the App by clicking the link in the SMS that was sent to the iphone from Al Rayans website.

App downloads and starts fine.

Start registration.

Id entry : success

Security questions : success

Id entry (new username, password etc): success

Received VERIFICATION CODE: otp success.   (note: If you click to read the Privacy policy before accepting it, the app crashes and the ENTIRE process has to be started  from scratch. Nice touch that eh?)

User setup: get message “user registration completed successfully:”   hit ‘close’ button which takes you to “Al Rayan Bank user portal.”

Asks for newly created username & password: which I entered successfully,..then get a message; “great, your user account has been created”

Then it goes back to ‘User set-up’ screen and asks you to click the ‘start’ button (there is no start button!) to begin creating your user account all over AGAIN! ...then the App hangs completely!!!

Nothing to be done but close the App completely and start the whole sodding process again. Done it three times for each account/phone and same result each time.

Anyone know what I’m doing wrong please?...all help appreciated.

 

 

 

Can't help.  Same here.  My phone is still stuck on the User setup.  Click below to try again.  No button to click and no way of getting out of the screen.  Same with the ipad.  Went through web browser to send a message.  Couldn't send it.

Moved my money out, leaving about 86p in there. 

Close the app; uninstall it; reinstall it and try again. I got there on 3rd attempt - it was also early hours 12:30am, less demand on their resources. 
I got the click start button on the otherwise blank screen which I couldn't get out of. restarted the app and uninstalled it.
The 'user set up' is the next step for AR process to recognise your device, not back to the beginning. 
When(if) you eventually get there, make sure that the app is allowed to 'make calls' if asked, as it needs to contact AR to recognise your phone. If it's not ticking the box and just sticks go to app settings and change settings to allow it.
PS Thought it prudent to stick with same choices of password etc on 2nd and 3rd attempts.

soulsaver

PPs (MSE didn't allow another edit?) I'm using Android 9 & I downloaded the app from Google Play.

pearl123

I have spend over half an hour waiting to speak to customer services. Customer services tried to help me with the app.  It freezed up whilst they were on the phone. They wanted me to start from the beginning again. To what aim? To freeze again? 
I will try another two times to get it to work. I will also be writing a letter of complaint to them.  
They have given us very short notice, about this switch off. I've always tried to avoid app banking. The app does not seem fit for purpose. I've wasted hours on this so far! 

Unfortunately, I have a bond with them, so I can't remove my money.  A shambles. 
The number of people who are all trying to make change could be part of the problem too. 

Biggus_Dickus

soulsaver said:

Elvie100 said:

Biggus_Dickus said:

What a bleedin’ palaver; ...tried to load the App to login to Al Rayan but no joy. Tried to do it for my account and my wife’s account. Two different iPhones, two different accounts,...same unsuccessful outcome.

Download the App by clicking the link in the SMS that was sent to the iphone from Al Rayans website.

App downloads and starts fine.

Start registration.

Id entry : success

Security questions : success

Id entry (new username, password etc): success

Received VERIFICATION CODE: otp success.   (note: If you click to read the Privacy policy before accepting it, the app crashes and the ENTIRE process has to be started  from scratch. Nice touch that eh?)

User setup: get message “user registration completed successfully:”   hit ‘close’ button which takes you to “Al Rayan Bank user portal.”

Asks for newly created username & password: which I entered successfully,..then get a message; “great, your user account has been created”

Then it goes back to ‘User set-up’ screen and asks you to click the ‘start’ button (there is no start button!) to begin creating your user account all over AGAIN! ...then the App hangs completely!!!

Nothing to be done but close the App completely and start the whole sodding process again. Done it three times for each account/phone and same result each time.

Anyone know what I’m doing wrong please?...all help appreciated.

 

 

 

Can't help.  Same here.  My phone is still stuck on the User setup.  Click below to try again.  No button to click and no way of getting out of the screen.  Same with the ipad.  Went through web browser to send a message.  Couldn't send it.

Moved my money out, leaving about 86p in there. 

Close the app; uninstall it; reinstall it and try again. I got there on 3rd attempt - it was also early hours 12:30am, less demand on their resources. 
I got the click start button on the otherwise blank screen which I couldn't get out of. restarted the app and uninstalled it.
The 'user set up' is the next step for AR process to recognise your device, not back to the beginning. 
When(if) you eventually get there, make sure that the app is allowed to 'make calls' if asked, as it needs to contact AR to recognise your phone. If it's not ticking the box and just sticks go to app settings and change settings to allow it.
PS Thought it prudent to stick with same choices of password etc on 2nd and 3rd attempts.

Many thanks for the reply;...I removed the App after each failure and started again from scratch each time, kept the same credentials but still can’t get   past “great, your user account has been created” which is after the portal logon screen,...the App just hangs.

I’m in the process of reducing our Al Rayan accounts as quickly as I can,....moving large chunks out to Marcus for the time being;...I need our accounts to be  quickly accessible, which, after Tuesday, doesn’t appear to be an option if I still can’t get the Apps working. Only 5 days left,...2 of which are Al Rayan system maintenance days.

I’ve downloaded and used any number of banking/finance mobile Apps in recent years and had no significant issues,...until now!

I’ve just logged on to my Al Rayan account via laptop and sent a complaint via their ‘Secure Messaging’ system which I’ve never used before;...that doesn’t seem to work either!

Does Al Rayan still want customers !!??!!

Uxb1

Got my complaint in by post this afternoon
Their Address is:

Customer Care team

Al Rayan Bank PLC

PO Box 12461

Birmingham

B16 6AQ

See
https://www.alrayanbank.co.uk/useful-info-tools/about-us/contact-us/complaints-procedure/

pearl123

Uxb1 said:

Got my complaint in by post this afternoon
Their Address is:

Customer Care team

Al Rayan Bank PLC

PO Box 12461

Birmingham

B16 6AQ

See
https://www.alrayanbank.co.uk/useful-info-tools/about-us/contact-us/complaints-procedure/

I just tried writing a complaint via the online system it timed out after 10 mins. I am so fed up. I've wasted hours. Certain special characters don't apparently work.