Virgin Bank / Yorkshire Bank login issues.- multiple CAs

veryintrigued

So I've just changed phone and working through reinstalling my banking apps.

All completed apart from Virgin Bank where I have multiple CAs and one legacy Yorkshire Bank CA.

I can't login with their apps or their websites.

My Virgin Savings internet login is fine.

Has anyone else had similar issues?

Virgin online

Sorry, you can't continue online

Virgin Bank App

Error something's gone wrong

Your error ID is b78c6d

Yorkshire Bank online

Sorry, we're no longer able to assist you online

Yorkshire Bank App

Error something's gone wrong

Your error ID is eafe70

Eco_Miser

I've seen the YB online message - just started again and logged in fine.

In other words the problem may be transitory, or it may be something specific to you, failing on four routes does suggest the latter.

SebH

I’m not sure what the problem might be, but Virgin Money are still maintaining several different systems at the moment due to the integration process not being complete. You therefore have to sign in to the right profile, as one customer can have multiple profiles across different systems.

Before you changed phones, were all your current accounts showing on the Yorkshire Bank app? If so, log back in with those details and see what happens.

Most Virgin Money savings accounts are on a different system, so not showing on the app. For those, the login system is different and only works through the website.

veryintrigued

SebH said:

.
Before you changed phones, were all your current accounts showing on the Yorkshire Bank app? If so, log back in with those details and see what happens.
.

What happens is I get the error messages above

:-:smile:

SebH

So all your accounts previously showed under one login?

If so, it’s not the profile issue I thought it might be.

pafpcg

veryintrigued said:

SebH said:

.
Before you changed phones, were all your current accounts showing on the Yorkshire Bank app? If so, log back in with those details and see what happens.
.

What happens is I get the error messages above

We share the same problem!  See my reply on June27th in the "Virgin Money Current Account" (https://forums.moneysavingexpert.com/discussion/6081433/virgin-money-current-account) to your earlier comment.

The current status is that my partner and I are still getting blocked except early morning (<07:00) and evening (>22:00).  I had a session with one of the Clydesdale "Internet Support Team" last Friday when we retried the standard tests and he admitted he couldn't understand what was causing the fault.  He said that only one of the technical gurus could do anything as only they had access to the necessary communications logs to track where the fault was occurring - their response time is supposed to be two working days but I've heard nothing from them.

Meanwhile, we can access our accounts either via a browser at "unsocial hours" or use the VM mobilephone app for anything urgent anytime (once the accounts have been registered which, of course, can only be done when the system is lightly loaded).

veryintrigued

SebH said:

So all your accounts previously showed under one login?

If so, it’s not the profile issue I thought it might be.

Yep previously all the accounts showed up previously under the Yorkshire Bank app

SebH

OK - so you should be already on the right system and theoretically either the VM, Yorkshire or B apps should work for you.

I suspect the issue is that the system wants you to authorise the login via your old phone. If you still have it, you could see if it is asking you to click Yes in the app to approve the login.

Otherwise, I think you will have to call to have your account reset so you can pair a new phone to it.

infoadict

@veryintrigued - did you eventually get your login issues resolved? If so - how?

I'm in the exact same position after locking myself out by entering wrong password too many times. Totally blocked out of the app and online services, so can't access my many accounts. Customer services tried and had same result.

In early Dec they passed it over to technical. They say it's all to do with the number of accounts I have. But previously I could access them all via the app etc.

Rang again yesterday and still no update from technical.

veryintrigued

My only solution was to wait until the early hours and then attempt access via the Virgin app.

This allowed me to reset my access and I can now access anytime of the day.

It's definitely related to the amount of accounts.

But resetting access is definitely related to a time of the day IMO.

This is born out by another poster above.

Calling them didn't solve my issue and nor did they recontact me as promised.

Good luck

infoadict

OK - glad you got yours sorted.

Problem I have is that the first customer service advisor told me to delete and re-install the app. Now, once I input my customer number it just comes up with Error, can't even get to the password part. Same with online banking. Totally stuffed it seems.

Raised a formal complaint mid Dec, so after 8 weeks I will contact the Ombudsman if it hasn't been resolved.

They don't seem to mind me having so many accounts. I was told that I haven't done anything wrong. In fact yesterday, when I needed to withdraw from 2 of my accounts and had to be passed to telephone banking, the advisor complemented me on the way I had sorted them all.