2 Factor Authentication issues

jools105 · 31 May 2022 at 3:02PM

Originally misposted this in the wrong board category, posting here now.

I have been getting conflicting information from Lloyds Bank. The recent 2 factor authentication is creating difficulties because my father does not have a smart phone, is hard of hearing and has limited dexterity in his fingers. Whilst Lloyds will send a voice code to a landline, hearing and keying this in presents problems. I have been exploring how to help him (I live over 50 miles away). I am being told that a third party mandate with a bank card won't help as the authenication code would still go to my father's landline phone. It was suggested that my father could request that my mobile number be added to the account, I would then get the codes by text. However, I was told this was not the case when exploring possibilities in another call. Does anyone have experience of resolving this issue satisfactorily?

MEM62 · 31 May 2022 at 4:08PM

If I recall correctly, someone previously has mentioned smart phones designed for those with limited dexterity in a similar situation. That might be worth exploring.

jools105 · 31 May 2022 at 4:32PM

Thanks Mem62, but even if such devices do exist I don't think that will help, asking a very elderly person to get to grips with this kind of tech will be a bridge too far. What I was hoping for is clarification of whether another member has successfully added a mobile phone to a relatives account for this type of verification, or has found some other arrangement with the bank that overcomes the dexerity and hearing issues, that has actually worked.

Zanderman · 31 May 2022 at 5:01PM

jools105 said:

Thanks Mem62, but even if such devices do exist I don't think that will help, asking a very elderly person to get to grips with this kind of tech will be a bridge too far. What I was hoping for is clarification of whether another member has successfully added a mobile phone to a relatives account for this type of verification, or has found some other arrangement with the bank that overcomes the dexerity and hearing issues, that has actually worked.

Unless your father uses the landline for banking matters it may be simpler to alter the number they have for him to yours, rather than adding another.

[Edited to add: someone on here will, no doubt, bring up the Lasting Power of Attorney question sooner or later, even though it's not what you're asking about, so I may as well add it here: have you got an LPA in place for when/if he cannot handle the bank at all?]

Migster · 31 May 2022 at 5:01PM

I don't see why your father can't add your mobile number to the account. Lloyds presumably have no way of checking who the number is registered to.

xylophone · 31 May 2022 at 5:20PM

Have you tried the Disability Team?

https://www.lloydsbankinggroup.com/who-we-are/responsible-business/inclusion-and-diversity/disability.html#:~:text=We also have a Disability,audio instructions easier to understand.

but even if such devices do exist I don't think that will help, asking a very elderly person to get to grips with this kind of tech will be a bridge too far.

Artfone C1 GSM

Huge buttons for easy use. They’re also widely separated so people with dexterity struggles can select the right one

✔ SOS button allows the user to send out requests for emergency aid to a set number of contacts that have been pre-chosen

✔ This phone has a ‘talking numbers’ feature, which means it will read out the numbers on the keypad as you press them, so you know you’re typing the right ones

✔ Loudspeaker and 3.5mm headphone jack for those who might struggle with their hearing

Or https://rnid.org.uk/information-and-support/technology-and-products/using-your-landline-phone/#:~:text=An amplified telephone is a,and an extra loud ringer

Or do you have power of attorney for your father?

Mnoee · 31 May 2022 at 6:21PM

Some banks have a physical card readers that can generate the code - Barclays is called pinsentry and there's an accessible version with a larger screen and loudspeaker/headphone jack. I don't know if Lloyds do similar or if switching bank is an option.

jools105 · 31 May 2022 at 6:46PM

Thank you all for your input so far. We are going through the process of setting up an LPA, but I don't want to "take over" even when that is in place as Dad is still capable of doing many banking things for himself using the banks dedicated "hard of hearing" phone number. Unfortunately this team can't intervene with the 2 factor authentication process. I did actually ask in one phone call whether the bank had a specialist team for those with disabilities, and was told not - clearly this is not the case. It sounds like the team isn't one that supports customers, but is one that supports their own customer services staff. It's disappointing that the person I spoke to either didn't know about the team or couldn't be bothered to refer to them. I'll probably suggest we have a go at getting my mobile phone number added to the account, unless anyone else has another suggestion?

Mnoee · 31 May 2022 at 6:52PM

How are you planning on getting the code from your mobile phone to your father to enter within the ten minutes? I'm just honestly lost as to how adding your phone will help with this!

jools105 · 31 May 2022 at 8:01PM

Mnoee, I seem to have the type of voice, or it may just be familiarity with my voice, that means my father can pick up what I am saying over the phone. The "hard of hearing" team at the bank also seem to be able to deal with him, and he with them, but as I have indicated they can't get involved with the 2 factor authentication process.