First Direct app update - heads up!

liz_bartun

Beware if you use the First Direct app (ie have the digital secure key on your device(s)) AND have older device(s).  The updated app coming in November requires Android 7.0 and above, or iOS 12.0 and above.  My phone is a 2014 model and runs on Android 6 with no further updates available.

I received a letter from First Direct today to warn me of the change.  So I phoned them to get the details:

Those with older versions of Android/iOS, as the letter says, from 19/11/20 you will no longer be able to access your account using the app.  You will have to request a physical digital secure key keypad to use the online banking instead.  (I suggest you do this well before 19/11, see below)

You might think going back to the old way of online banking would not be a problem.  However, to have the physical keypad sent out they switch off your digital secure key/app first.  This means you cannot access your bank account online until the new physical keypad arrives.  And this could take up to 15 working days (20 if you're overseas)!  And no, the old one you used before will not work either.

The suggested getaround while waiting is to use telephone banking and/or have text message banking switched on - where you get a balance and latest 5 transactions (no good if you have more than 5 transactions going through in one day).

Personally, I am not comfortable being without access to my bank account for potentially 3 weeks (longer if the thing doesn't arrive by then) so I'm switching to another bank.

colsten

Still a few switching deals about right now.

Highland76

liz_bartun said:

Beware if you use the First Direct app (ie have the digital secure key on your device(s)) AND have older device(s).  The updated app coming in November requires Android 7.0 and above, or iOS 12.0 and above.  My phone is a 2014 model and runs on Android 6 with no further updates available.

I received a letter from First Direct today to warn me of the change.  So I phoned them to get the details:

Those with older versions of Android/iOS, as the letter says, from 19/11/20 you will no longer be able to access your account using the app.  You will have to request a physical digital secure key keypad to use the online banking instead.  (I suggest you do this well before 19/11, see below)

You might think going back to the old way of online banking would not be a problem.  However, to have the physical keypad sent out they switch off your digital secure key/app first.  This means you cannot access your bank account online until the new physical keypad arrives.  And this could take up to 15 working days (20 if you're overseas)!  And no, the old one you used before will not work either.

The suggested getaround while waiting is to use telephone banking and/or have text message banking switched on - where you get a balance and latest 5 transactions (no good if you have more than 5 transactions going through in one day).

Personally, I am not comfortable being without access to my bank account for potentially 3 weeks (longer if the thing doesn't arrive by then) so I'm switching to another bank.

Stop being such a drama queen. Either buy a new smartphone which supports a more recent version of Android/iOS or if that's not possible, use their desktop banking with their physical secure key. Whilst waiting for their secure key to arrive in the post, their telephone banking works just fine. You're making a mountain out of a molehill.

SebH

Another idea could be to set up an app like Emma or Yolt just before ordering the new physical security key - so after the app is disabled you can see your transactions via Open Banking for 90 days. As long as you don’t need to make any transfers out (which you would have to do by phone) this would cover the postal delay while you wait.

born_again

People moan when banks update security, yet still moan that they are not secure enough.

Yet are happy to run their own computers on old, outdated and possibly insecure operating systems.

I get many people do not want to run the latest phones etc, but this is a risk you take as app updates can only run on more up to date software versions.
So the issue here is not the bank, but your phone provider for failing to continue to support the phone & update the O/S

binaryuniverse

So the issue here is not the bank, but your phone provider for failing to continue to support the phone & update the O/S

Well this is the problem. The standard phone lifespan has been preset at about 2 years; probably as phone manufacturers would rather you hit the upgrade button, the moment the a year contract is up, rather than try and wrangle the most out of their current phone. Most Android phones won't get updates after that time ( I have no experience with Apple phone support), even though the hardware is capable of running it. I don't think it's unreasonable to expect a phone to have at least 5 years of lifespan/support, which would mean most phones, made in the last decade, would be okay with an Android 7 requirement. 

liz_bartun

Highland76 said:

Stop being such a drama queen. Either buy a new smartphone which supports a more recent version of Android/iOS or if that's not possible, use their desktop banking with their physical secure key. Whilst waiting for their secure key to arrive in the post, their telephone banking works just fine. You're making a mountain out of a molehill.

Not being a drama queen.

Not moneysaving to buy a new smartphone when current one works perfectly well otherwise.

I would not have an issue using their desktop banking - it's waiting for the keypad that is the issue.

Yeah, I'll just call them up every day to ask details of each transaction that's gone through - shouldn't take more than about half an hour. Every day. For however long it takes?  Umm, nope.

Your comment says more about you than it does about me.  You're just here to moan at *someone*.  If this doesn't affect you then you had no need to comment.

liz_bartun

born_again said:

People moan when banks update security, yet still moan that they are not secure enough.

Yet are happy to run their own computers on old, outdated and possibly insecure operating systems.

I get many people do not want to run the latest phones etc, but this is a risk you take as app updates can only run on more up to date software versions.
So the issue here is not the bank, but your phone provider for failing to continue to support the phone & update the O/S

Not moaning about the update, just reporting.  I was told it's Google and Apple that are the cause - perhaps they're trying to trigger new sales

Ballard

Half an hour to go through a days transactions? Really?

Banks need to ensure that the software that they release is as secure as it can be. They can’t do that if they’re supporting umpteen levels of operating software going back more than half a decade. You can switch accounts or order the keypad but use telephone banking in the meantime to go through your daily transactions and make payments. 

colsten

@liz_bartun, I think you should switch if that is what you prefer to do - or stay if that's your preference.

Just don't expect that apps from other banks will work forever on old platforms. For example, I had an email from COOP today, stating their app will stop working when iOS 14 comes out any day soon, unless you upgrade the app. I don't have iPhone configurations knowledge but can imagine that this will leave some people with a hardware issue.

So if you want to stick with aging technology, you should ensure you choose a bank which doesn't require login confirmation through an app, or which only runs on an app.

Herbalus

I suppose the question is where are you moving to that currently has an app that works on your 2014 phone and will be offered on that OS for a good length of time? The first question might be answerable with a little research but I don’t think you’ll find the second without asking the IT dept of each bank what their app development timeframes are. And I’m not sure it’ll be easy to find out. You could well move to another bank and then they’ll update their app next month and you’ll have to move again.