New security checks for online shopping - Lloyds bank

TELLIT01

I've just had an e-mail from Lloyds regarding the increase security checks for online shopping.  My wife and I have a joint account, 16 digit card numbers are different, but I can't see any way to put her phone numbers into the system.  As it stands it would seem that when she places an order I would get the alert, which clearly is not what we want.  She doesn't use, or want to use, online banking or the app at all.  Has anybody else come across this issue and found an effective solution?  I'll call the bank anyway in the next couple of days but would appreciate any input.

PRAISETHESUN

You can register multiple phone numbers with Lloyds - just have your number as "home" and hers as "work", that's what I do so both of both my phones are registered. You should then be given an option to select which number to use when prompted for an OTP.

I'm not familiar with the way Lloyds joint accounts work though - does she get her own online banking profile? If so, I'd imagine she would then be able to set different contact details by herself so that her notifications only go to her

TELLIT01

PRAISETHESUN said:

You can register multiple phone numbers with Lloyds - just have your number as "home" and hers as "work", that's what I do so both of both my phones are registered. You should then be given an option to select which number to use when prompted for an OTP.

I'm not familiar with the way Lloyds joint accounts work though - does she get her own online banking profile? If so, I'd imagine she would then be able to set different contact details by herself so that her notifications only go to her

She doesn't use online banking at all, and has no desire to do so.  There must be many people in a similar situation.  There is nothing on the Lloyds system to be able to register 'home' as my number and 'work' as hers.

I have just tried phoning the bank to try to get a solution to the issue and had a recorded message saying they are experiencing extremely high call volumes - I wonder why!

sheramber

Have you tried the streps below. Presumably your wife has a separate profile from you.

Via Internet Banking

• Log on to Internet Banking
• Select ‘Your profile’
• Select 'Change your contact details‘
• Select ‘Change your phone number’
• From here, you can add and update your telephone numbers

PRAISETHESUN

TELLIT01 said:

PRAISETHESUN said:

You can register multiple phone numbers with Lloyds - just have your number as "home" and hers as "work", that's what I do so both of both my phones are registered. You should then be given an option to select which number to use when prompted for an OTP.

I'm not familiar with the way Lloyds joint accounts work though - does she get her own online banking profile? If so, I'd imagine she would then be able to set different contact details by herself so that her notifications only go to her

She doesn't use online banking at all, and has no desire to do so.  There must be many people in a similar situation.  There is nothing on the Lloyds system to be able to register 'home' as my number and 'work' as hers.

I have just tried phoning the bank to try to get a solution to the issue and had a recorded message saying they are experiencing extremely high call volumes - I wonder why!

You should be able to do it even outside of online banking by getting in touch with their customer service team - plenty of people have both a landline and a mobile on the same profile for example. And even though it is a joint account, both you and your wife will have separate customer profiles so Lloyds can assign separate contact details to each of you.

Here's a screenshot of what it looks like for me when I follow the directions @sheramber posted. For me, each field has a different number and I can select from a list of all 3 when I need a OTP for whatever reason.

TELLIT01

Thanks for trying to help, but what I would need is the ability to add a second person and card number as my wife doesn't use online banking or internet banking.  The options only enable me to change my own phone numbers which is not what is required.  I'm going to call into the branch tomorrow.

What I can't find is any way to access any separate profile they may hold with her information in it.

molerat

https://www.lloydsbank.com/help-guidance/customer-support/change-your-personal-details.html

With a joint account you have 2 separate personal accounts with access to the same financial product, there is no option for you to see or change her details or preferences.

cx6

If it is a joint account, then both debit cards will be linked to that account 

In the phone section put eg your number as one number and your wife's number in eg work and when the website asks you to choose a number to send OTP to then choose the appropriate on

So:

in mobile number put yours

in home number put your home number

in work number put your wife's number

When online shopping, checkout and pay with  debit card and if you get a popup saying they want to send a OTP choose the number you want it sent to

Annie1612

You say your wife is not interested in online banking but could you register her for online banking and manage the password etc for her? I did this for my partner. He has never used online banking and isn’t interested at all but I manage both his and my profiles with separate passwords and mobile numbers. This is for our joint account with Lloyds. I believe that she can then have a passcode sent to her mobile when shopping online instead of confirming her identity with the app.

Daliah

Annie1612 said:

You say your wife is not interested in online banking but could you register her for online banking and manage the password etc for her? I did this for my partner. He has never used online banking and isn’t interested at all but I manage both his and my profiles with separate passwords and mobile numbers. This is for our joint account with Lloyds. I believe that she can then have a passcode sent to her mobile when shopping online instead of confirming her identity with the app.

Whilst this is possible, and whilst may joint account holders will do this, it is against the T&Cs. If you admit you do this, you could bet into trouble if anything ever goes wrong with your account.

Zanderman

TELLIT01 said:

Thanks for trying to help, but what I would need is the ability to add a second person and card number as my wife doesn't use online banking or internet banking.  The options only enable me to change my own phone numbers which is not what is required.  I'm going to call into the branch tomorrow.

What I can't find is any way to access any separate profile they may hold with her information in it.

You don't need to see or to add her profile (indeed she won't have one if she's not registered for online banking)

You need to add her number to yours - as suggested several times above.

Then, in theory at least, when she makes an online purchase and the Lloyds system tries to send a confirmation message she can select her phone number from the options that will be given - which should include all the numbers that you listed, including her own (once you've added it).  Just add her number to your profile as detailed above