Hargreaves Lansdown Active Savings

Fingerbobs

Just wondering if it's actually possible to access this account after opening it?

I've had emails and letters from them, including an email telling me I have a Secure Message waiting for me in my account, but I'm completely unable to log in. It recognises my username and date of birth, then says I need to provide a phone number, to which a confirmation code is sent, but when I enter this code it just says "Your details were not recognised. Please try again." and I can get no further.

I did notice that the application form asked for my date-of-birth in DDMMYYYY format, but the login screen asks for DDMMYY. I wonder if that could be the problem.

Just wondering if anyone else has had the same problem?

Dandytf

HL
D.O.B Is DDMMYY.
I receive  code to my Mobile.
Maybe you can call them, they can help check your login details.

AnotherJoe

I doubt its that. You'll have to call them. And they dont make it easy to find a phone number to call on either. Good luck i called thema coupel of weeks ago and it was a PITA to get a number.

They are one of many companies that when you do call you get a recording that says "we are experiencing an unusually high number of calls" when in fact the issue most likely is, they are getting a normal volume of calls but just havent staffed up to deal with them.

 

Fingerbobs

Dandytf said:

HL
D.O.B Is DDMMYY.
I receive  code to my Mobile.
Maybe you can call them, they can help check your login details.

On the login screen, yes. On the Active Savings application form, it asked for DDMMYYYY.

I have screenshots of the entire application process. The details I am entering are correct as per my application (with the exception of the DOB which I cannot enter in the same format as that entered during application).

I receive the code fine - tried both SMS and automated call options, to my landline and mobile. The code always comes through, but is rejected.

Fingerbobs

AnotherJoe said:

I doubt its that. You'll have to call them. And they dont make it easy to find a phone number to call on either. Good luck i called thema coupel of weeks ago and it was a PITA to get a number.

They are one of many companies that when you do call you get a recording that says "we are experiencing an unusually high number of calls" when in fact the issue most likely is, they are getting a normal volume of calls but just havent staffed up to deal with them.

 

I'll give them a call on monday, but to be honest I am reluctant to entrust any significant amount of money to an organisation who can't even get the account application process right.

ColdIron

AnotherJoe said:

I doubt its that. You'll have to call them. And they dont make it easy to find a phone number to call on either. Good luck i called thema coupel of weeks ago and it was a PITA to get a number.

There's a Contact Us link at the top of the most of the main pages that links to a page with a list of telephone numbers. I've always felt that HL were better than many at providing contact  details

VXman

Fingerbobs said:

AnotherJoe said:

I doubt its that. You'll have to call them. And they dont make it easy to find a phone number to call on either. Good luck i called thema coupel of weeks ago and it was a PITA to get a number.

They are one of many companies that when you do call you get a recording that says "we are experiencing an unusually high number of calls" when in fact the issue most likely is, they are getting a normal volume of calls but just havent staffed up to deal with them.

 

I'll give them a call on monday, but to be honest I am reluctant to entrust any significant amount of money to an organisation who can't even get the account application process right.

I have had an S & S ISA with HL and Active savings for several years, About 100K in all. Never had an issue with log in or phone codes. App works well as does online access. Never needed to call them. It strikes me that it wasn't necessarily 'them' that couldn't get the application process right.

colsten

Did you actually register for online access? That's separate from applying for one of their products, I believe.

https://online.hl.co.uk/my-accounts/registration

colsten

Fingerbobs said:

AnotherJoe said:

I doubt its that. You'll have to call them. And they dont make it easy to find a phone number to call on either. Good luck i called thema coupel of weeks ago and it was a PITA to get a number.

They are one of many companies that when you do call you get a recording that says "we are experiencing an unusually high number of calls" when in fact the issue most likely is, they are getting a normal volume of calls but just havent staffed up to deal with them.

 

I'll give them a call on monday, but to be honest I am reluctant to entrust any significant amount of money to an organisation who can't even get the account application process right.

You can even ring them tomorrow morning

Fingerbobs

colsten said:

Did you actually register for online access? That's separate from applying for one of their products, I believe.

https://online.hl.co.uk/my-accounts/registration

Direct quotes from the correspondence I have received:

"Your account is now open so you can log in via our web site"

"Active Savings is a fully online service, so we will send all future communications by secure message and email"

No suggestion anywhere that I need to register for online access, but even so, I saw the registration links and attempted to register, but unsrprisingly this failed.

I've also had emails from them, including one telling me to log in to read a secure message they've sent me, which obviously I can't do.

AnotherJoe

ColdIron said:

AnotherJoe said:

I doubt its that. You'll have to call them. And they dont make it easy to find a phone number to call on either. Good luck i called thema coupel of weeks ago and it was a PITA to get a number.

There's a Contact Us link at the top of the most of the main pages that links to a page with a list of telephone numbers. I've always felt that HL were better than many at providing contact  details

Facepalm moment !!!

I didnt page down to the numbers which were off the bottom of the screen.

Doh !