al rayan — Online banking is being switched off

bristolleedsfan

pearl123 said:

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. 

pearl123 said:

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. 

Gave up on secure message, submitted via  https://www.alrayanbank.co.uk/useful-info-tools/about-us/contact-us/complaints-procedure/customer-complaints-form/

Biggus_Dickus

bristolleedsfan said:

pearl123 said:

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. 

pearl123 said:

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. 

Gave up on secure message, submitted via  https://www.alrayanbank.co.uk/useful-info-tools/about-us/contact-us/complaints-procedure/customer-complaints-form/

Thanks for that link ;...just submitted two complaints,...one for me and one for my wife,...it’s incredibly slow at submitting the form;...perhaps they’re being inundated!...I really hope so and I also hope they’ll see sense and cancel the online banking switch-off deadline until they get this mobile App crock of !!!!!! sorted

Biggus_Dickus

https://www.moneysavingexpert.com/news/2020/02/al-rayan-bank-scraps-online-banking-/?_ga=2.53130152.1091642125.1581930585-1108101500.1581930585#access

MSE article, quote: “ Al Rayan Bank says it initially contacted customers last July and August to tell them that online banking services would be withdrawn. “

I wasn’t a customer in July/August last year and the first I heard of the online banking withdrawal was by email this morning (20th).

MSE article, quote: “Al Rayan has now told us there is a workaround if you're in this situation which involves applying for a hard-token device and then continuing to access your account from a desktop computer.”

Al Rayan seem very coy about this mysterious  ‘hard-token device’....anyone know how to apply for one.  I’d like to use one rather than the mobile App,...assuming the hard-token device  works of course,...I’m not holding my breath.

 

 

soulsaver

Biggus_Dickus said:

https://www.moneysavingexpert.com/news/2020/02/al-rayan-bank-scraps-online-banking-/?_ga=2.53130152.1091642125.1581930585-1108101500.1581930585#access

Al Rayan seem very coy about this mysterious  ‘hard-token device’....anyone know how to apply for one.  I’d like to use one rather than the mobile App,...assuming the hard-token device  works of course,...I’m not holding my breath.

 

It tells you in the link that...er ... you helpfully provided 

pearl123

Biggus_Dickus said:

https://www.moneysavingexpert.com/news/2020/02/al-rayan-bank-scraps-online-banking-/?_ga=2.53130152.1091642125.1581930585-1108101500.1581930585#access

MSE article, quote: “Al Rayan has now told us there is a workaround if you're in this situation which involves applying for a hard-token device and then continuing to access your account from a desktop computer.”

I've spent hours trying to get the whole thing to work. Still not working. It's a pity there was no mention in their short notice email about tokens! 

Biggus_Dickus

soulsaver said:

Biggus_Dickus said:

https://www.moneysavingexpert.com/news/2020/02/al-rayan-bank-scraps-online-banking-/?_ga=2.53130152.1091642125.1581930585-1108101500.1581930585#access

Al Rayan seem very coy about this mysterious  ‘hard-token device’....anyone know how to apply for one.  I’d like to use one rather than the mobile App,...assuming the hard-token device  works of course,...I’m not holding my breath.

 

It tells you in the link that...er ... you helpfully provided 

Tis' true, I know,... it tells you to use the 'online secure messaging service' which I tried  but that doesn't seem to work either. I didn't try phoning tbh;... I might give it a go tomorrow. Another option is to visit a branch but out of the question for me. It shouldn't be such hard work to get an App working, should it. 

Biggus_Dickus

Hallelujah;...at about the  7th time of asking I’ve finally got logged on  to my account;...I did nothing differently during the App set-up procedure but after authenticating my i.d. it suddenly went to ‘device authentication ’ which it hadn’t done previously.

After hitting the ‘device authentication ’ button I was immediately logged in to my account!....didn’t need to enter the 6-digit pincode or anything, which was a bit odd!,...it obviously remembers the logon credentials from the previous set-up attempts and only asked for the 6-digit pincode after I logged out and logged in again.

I did a test transaction to my NatWest current account,...simple enough,...all ok.

I’ve been arsing around with this sodding App on and off all day!!!!!....still got my wife’s iphone to set-up!

 

colsten

MSE article, quote: “Al Rayan has now told us there is a workaround if you're in this situation which involves applying for a hard-token device and then continuing to access your account from a desktop computer.”

The mysterious hard-token might only be opening the door to more issues. I have a working app (touch wood) so can scan the code needed to access the new desktop app. It's supposed to be a carbon copy of the mobile app but it isn't. For instance, I tried to set up two future-dated payments to the same current account. I managed to set up the first one fine, but there was no way I could set up a second one. I tried to do the same with the actual mobile app - and managed to complete both instructions.  Whether they will be executed is a different matter, as there was an earlier report saying their future-dated payments had not been actioned as expected/

Elvie100

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.

Thank you.  Just tried again and it has now worked.  I had tried a couple of weeks ago and gave up.  Now on both devices with face recognition.  I’ll wait until after their maintenance and will move money back in again!

jsinc

App works for me on android 9, as does the desktop version via scan. Still annoying having to do it this way though, and had to go through the setup process twice (first time just hung so started again).