No Access to II interactive Investor accounts

IvanOpinion

I think they may be using keycloak for security.  I have come across it a few times and, as an IT person I am sure you are fully aware that all that message means is that something internal has gone wrong with your sign in ... it is just a generic 'Oops something went wrong' so it could be anything, however behind the scenes your account is in all probability totally safe and secure.  Also, as an IT person, you will know that things like this can take a while to solve, because they have to be traced right back and resolved in a way that does not affect other accounts and does not cause any side effects.

Have you tried accessing your account through the mobile app (if it is coming from your browser) or a browser (if it is coming from your mobile app)?

Stop panicking and getting all worked up over losing money - so far you haven't lost anything, there is just a problem accessing your account - nothing more, nothing less.

hoc

I don't know about this specific problem but I can confirm ii's lack of response in recent months lost my and family's custom. I do not recommend them.

Thrugelmir

hoc said:

I don't know about this specific problem but I can confirm ii's lack of response in recent months lost my and family's custom. I do not recommend them.

That's your prerogative. Would be wonderful is everything worked perfectly everyday. Unfortunately technology does have it's downsides. 

EthicsGradient

Notepad_Phil said:

I'm not saying this will fix your problem, but what time does your laptop/computer have? I had a similar problem on a system a week ago which was caused by my time being out by an hour because of the recent clock change.

Given the time this problem has been occurring, and also for the guy on the citywire forum, this seems quite possible. I also used to work in IT, and we had a system that went fine through testing, until the USA and UK changed daylight savings time on different weekends, and it was completely broken until the 2nd time zone changed too.

Sorcerer2018

I work in IT too, as a data analyst and programmer and without knowing how their system works, how it's programmed I would have no idea what the issue is, and nobody else would either (unless you work in the IT department of II). How do you know your money is not their, how do you know they ran some sort of program, how do you know the issue is not a security fault, how do you know it's not an issue with your browser, ISP, router or VPN? 

I understand it's a lot of money, and you are panicking, but making rash decisions will not help. but it's very likely that as soon as you get access to your account, everything will still be their. Have you tried ringing them?

Sorcerer2018

People here are trying to help and come up with suggestions, so try the things they say, and tell us what happens.

NROSE_2

They have contacted to me to assure me that the account information is safe and secure and they're working on the access issue

jamei305

No need to assume your car has been stolen if you can't unlock your garage!

underground99

NROSE_2 said:

They have contacted to me to assure me that the account information is safe and secure and they're working on the access issue

Not a surprising outcome, really.

We went from

- thinking the account could have been "hacked, stolen or deleted" ;
 "something horrible has happened and I have been scammed by II" ;
 "II have stolen all my money"; 
 "it is not a password issue the accounts, containing HUNDREDS of thousands of pound are GONE including my SIPP; extremely serious not an effing GLITCH" ;
 "it looks like I have lost maybe 400,000"

to

- My accounts are still where I left them, but I'm having problems logging in.

The only thing that changed between the first five rants and the last one is that someone contacted you to tell you that of course, they hadn't stolen your money, there was just a system problem.

The two lessons that could be learned for the future to take away are probably:

- Responsive customer service can make your customers feel less anxious and more comfortable leaving their assets on your platform;

- If you have lots of money on an investment platform that looks after tens of billions for customers, and you can't login and fear they have 'stolen all my money', you don't need to be dismissive of the fellow forum users who ask politely for more information about what you are experiencing, offer some suggestions and say it is probably just an access issue - because in our collective experience, people looking after tens of billions on a mainstream retail investor platform don't just decide one day to pocket 400 grand from one of the customers and turn off the account.