Cynergy Bank Online ISA

etienneg

Does anyone have any experience with Cynergy Bank, specifically for their online ISA? I'm asking because their 'online isa conditions' seem quite extensive with some unusual requirements. For example, log on seems to require the use of either a phone app or a Digipass to scan an 'authentication image', and I'm wondering what this is all about. (I have bad experience with voice and facial recognition, so I want to avoid anything like this for the present.) Any help will be appreciated.

TW1234

Their system is a secure confirmation method and works with a suitable smart phone, but if you do not have one, they provide the digipass device which is a small camera and code provider device. This enables you to make a security checked connection to the on line banking web site. It involves pointing a camara at a web site image with a device that has been confirmed as linked to yourself. Simple enough to use, although the initial setting-up is a bit repetitive via the web site and emails plus the gadget. (It does not help that the instructions are accessed via a not very prominent link under the instructions for setting up via a mobile phone.
The staff are very helpful if you are having difficulty in achieving the initial set-up.

Guess you have noticed that their rates are better than many others for ISAs and also UK protected.

SFindlay

etienneg said:

Does anyone have any experience with Cynergy Bank, specifically for their online ISA? I'm asking because their 'online isa conditions' seem quite extensive with some unusual requirements. For example, log on seems to require the use of either a phone app or a Digipass to scan an 'authentication image', and I'm wondering what this is all about. (I have bad experience with voice and facial recognition, so I want to avoid anything like this for the present.) Any help will be appreciated.

Some people find the App authentication problematic but I suspect user error to be honest, if you have a fairly up-to-date.to date smartphone (I have Samsung Galaxy S10) its really quite simple and takes about 20 seconds to log on, don't have to take any images or scan anything, simply username and password and authentication app creates a code and you're in. 

Grahamnoelbutler

Good ISA rate but using the image authenticator on one device (smartphone) can be problematic. Get it wrong a couple of times and you're locked out (as am I till Monday when I must phone them 😳).

SFindlay

Grahamnoelbutler said:

Good ISA rate but using the image authenticator on one device (smartphone) can be problematic. Get it wrong a couple of times and you're locked out (as am I till Monday when I must phone them 😳).

How can you physically get it wrong? All you have to do is tap the screen you don't have to authenticate any image?? Once you tap the screen it takes you to the app and asks for a 4 digit numerical password, input that and it completes all fields in login screen and you press enter!! Only problem can arise if you input the 4 numbers incorrectly which doesn't make using the authenticator on one device problematic as it's user error same as if you input pin number wrong on a cash machine you wouldn't then call using the cash machine problematic!!!  

Grahamnoelbutler

I'll explain......
I reset my phone, resulting in the Authenticator app needing to be reregistered. So I wasn’t getting the 4-digit PIN input screen.

So in that sense, it was problematic. (And I do like your interrogatory style 😏).

lisyloo

SFindlay said:

Grahamnoelbutler said:

Good ISA rate but using the image authenticator on one device (smartphone) can be problematic. Get it wrong a couple of times and you're locked out (as am I till Monday when I must phone them 😳).

How can you physically get it wrong? All you have to do is tap the screen you don't have to authenticate any image?? Once you tap the screen it takes you to the app and asks for a 4 digit numerical password, input that and it completes all fields in login screen and you press enter!! Only problem can arise if you input the 4 numbers incorrectly which doesn't make using the authenticator on one device problematic as it's user error same as if you input pin number wrong on a cash machine you wouldn't then call using the cash machine problematic!!!  

It sounds like you are already registered and I agree once you are registered it's easy.

Before registration you have to scan a picture on one device with another device e.g. phone.

I had issues with this and got locked out and and had to phone them and I'm an experienced IT professional but didn't get it right first time (or it didn't work properly first time).

I also would have put it on a different device if I had known I can only register on ONE device. This information was quite hard to find.

Once it's set up it's easy and fine.

Grahamnoelbutler

Yep, agreed....😄

Slinky

Thanks for raising this. Think I'll give it the swerve.

Madison

Definitely avoid them.  I've been unable to access my account since they introduced the scanned image extra layer of security.  I spent 40 minutes in a phone queue before finally getting through to someone and a further 20 minutes with them talking me through what I needed to do.  It still wouldn't let me in and they agreed to send me a digipass which took two months to arrive and only did so after they sent me a text asking for feedback on my recent call to their 'customer care' line!  When that didn't work I spent a further 25 minutes waiting to speak to someone and I still couldn't get in.  The guy in their call team for dealing with online queries was enormously helpful and commented that my frustration was very common amonst the calls they receive.  I thanked him and asked that he log my feedback and that I intended to move my money.  Their retentions team rang me to see if they could help but I'd already completed a request to transfer to another provider.  I was happy with them in every other sense but I'm just not prepared to waste so much time trying to access my money. .

Chloe_G

My Authenticator app was working fine but I now have a new phone so have downloaded the app again.  The app wants me to register, but I don't get an option to reregister when I start logging in online.  Is there a way to do this online or do I have to phone them?  I've spent a lot of time reading the help but can't find an answer.  Thanks.
Actually - just seen that I have to wait and phone them on Monday.  Not that helpful really.