NS&I website - going round in circles trying to log in

Sisyphean_Task

The first time I was able to set the 6 digit pin but then got the "Sorry there's a problem". Since then I get as far as receiving a text message then get the "Sorry..." as soon as I enter the code sent. I phoned customer services and had them delete the pin number, so I could try again from the start. They deleted the pin but then as soon as I entered a new one I got the "Sorry.." and every time I've tried to log in since.

I am using a recent version of Firefox that is OK according to their website. I have gone through all the settings and made it as insecure as possible, changing my regular settings but still can't get past the "Sorry..."

It's absolutely shambolic that the a financial institution like this has been unable to let me log in for about a fortnight. Their software developers must be absolutely rubbish. I say this as a software developer myself. This release of 2F, has cleared not been tested enough but for them still not have fixed it is just incredibly bad. They must be clueless.

Swipe

Sisyphean_Task said:

The first time I was able to set the 6 digit pin but then got the "Sorry there's a problem". Since then I get as far as receiving a text message then get the "Sorry..." as soon as I enter the code sent. I phoned customer services and had them delete the pin number, so I could try again from the start. They deleted the pin but then as soon as I entered a new one I got the "Sorry.." and every time I've tried to log in since.

I am using a recent version of Firefox that is OK according to their website. I have gone through all the settings and made it as insecure as possible, changing my regular settings but still can't get past the "Sorry..."

It's absolutely shambolic that the a financial institution like this has been unable to let me log in for about a fortnight. Their software developers must be absolutely rubbish. I say this as a software developer myself. This release of 2F, has cleared not been tested enough but for them still not have fixed it is just incredibly bad. They must be clueless.

They are clueless. I recommend installing chromium or chrome and just use if for NS&I logons.

charybdis26

Another victim of the dreaded NS&I 2FA here. Until this morning I've been able to log in, set up a 6 figure PIN, receive 1-time pass codes, deposit funds (3 times) into a newly opened Direct Saver account when I got the "You have reached your trusted device limit" error message.

I know there were other Log-In issues this morning at NS&I, but my own login attempt at 6 am probably preceded them. I waited patiently until the NS&I twitter account reported login problems to be fixed, but for me it was still "You have reached your trusted device limit" when I tried to access my account.

Customer service suggested that too many failed login attempts had temorarily blocked access (but I don't believe that) and if I tried again tomorrow, it should all work. I've tried deleting cookies, using Chrome on a 2nd laptop, rather than Firefox 103 which was OK before this morning's lock out - all to no avail.

Searching Google for the error message "You have reached your trusted device limit" brought up the following contribution from a Trustpilot reviewer which offers an explanation of why I may have received the trusted device error and a possible workaround (in Bold) until NS&I  sort things out

I've been using NS&I most of my life and their internet accounts for years and years. Never had a problem.

Until now.

Two factor authentication has arrived, but has been poorly implemented.

When you first log in after TFA has been implemented you're asked to create a 6 digit PIN. Fine (although I'm not sure what it's used for as it's not asked for when logging in).

Then each time you log in a one time password is sent to your phone. Some people have had problems with this but it works for me.

However each time you log in the system decides whether you're using a new device or not. No idea how it decides. Once it thinks you have used too many devices (7 - both browsers and physical devices) it won't let you in.

I only use my desktop PC but I do use a VPN. I also generally use private browsing and my browsers clear cookies on shutdown. I suspect a lot of security-conscious people do the same, especially when accessing financial websites.

As I cannot ressurect my old cookies and have no idea what VPN servers were used when logging in previously I was stuck.

I phoned NS&I and got through in about 30 seconds. Took a few minutes to get past the awful default-bot and get to a real human - William.

He reset everything and I can now get back in.

He recommended that I don't use a VPN, don't use private browsing and don't delete cookies. i.e. NS&I want me to go back to vanilla security. Not good.

Now I'm back in I see there's a list of trusted devices under "My Account".

What I do now is every time I log in to NS&I I delete all but one of my trusted devices, to leave me log-in headroom when I next log in, in case the system thinks I'm using another new device. If this doesn't work, I'll update this review.

What a truly awful system.

I hope NS&I get a lot smarter about determining what a "new" device is. And why should they care what device you log in from - you need lots of log-in information and a one time password is sent to your registered phone number. Isn't that enough?

SJMALBA

It's ridiculous that NS&I's attempt at upgrading their security seemingly relies upon the individual reducing their own, existing security?! 🤦🏻‍

Daliah

charybdis26 said:

.....
Then each time you log in a one time password is sent to your phone. Some people have had problems with this but it works for me.
.....

The passcode only gets sent to the phone if you have deleted the cookies.

I have not had any probs logging in multiple times since the new login regime, usually using Chrome but sometimes also using Edge. I have cleaned my cookies at various times, to.

Sisyphean_Task

I've just managed to log in!

I phoned up kept saying "Security" to the man bot and he put me through to the Password Team. I asked for my 6 digit pin and trusted devices to all be cleared. I use Firefox and in Settings have 'Always Use Private Browsing Mode' ticked, I removed the tick and could then log in, received a passcode by text, create a new 6 digit pin and logged in OK. In my details, Trusted Devices, I could then see Firefox. I think each time I log in, the number of Trusted Devices will increase and then I'll be blocked after 3 or 4 browsers, so intend to delete one every second time I log in.

charybdis26

Good news. All other suggested remedies having failed (as expected)  I phoned NS&I again this morning  The Bot put me through to the passwords team and a very helpful and understanding lady, 'Joan of Glasgow' reset my account details and waited while I confirmed my ability to log in, receive the 1-time passcode and fully access my account again.

She was grateful for the suggestion that each fresh login attempt may (inadvertently?) be increasing the total number of 'trusted devices' and said she would pass that suggestion onto their IT team to investigate.

Having regained access to my account, I can see that as of this morning, I now have only 1 trusted device listed under my account settings and that device is my default browser Firefox.

 I shall certainly be monitoring that aspect of my account and follow the Trustpilot reviewer's suggestion to manage the trusted devices so that they don't lock me out for exceding the allowed limit of 7.

charybdis26

@ Sisyphean_Task you beat me to it by a few minutes

Sisyphean_Task

charybdis26 said:

@ Sisyphean_Task you beat me to it by a few minutes

I've just tested the theory by successfully logging in again!

These are the steps that worked for the first log in

1. Phone NS&I and ask them to:

Clear your six digit pin if you have already managed to set one

Clear all your Trusted Devices

2. In Firefox Open a New Window

3. In Settings, Privacy & Security

Enhanced Tracking is Standard (Usually Strict)

History has to have the tick removed from 'Always use Private Browsing Mode' (Needs Firefox restarting)

4. Type www.nsandi.com in the address bar (no bookmark) and press enter

5. At NS&I select 'Allow All Cookies'

At the first log in, I got the usual passcode by text, then it asked me to create a 6 digit pin, then after confirming it I was logged in OK.

I only want those settings for NS&I so I then changed step 3 above back to Strict from Standard and ticked 'Always use Private Browsing Mode' to do my normal browsing away from NS&I.

In order to log into NS&I again I did steps 2 to 5 inclusive no need to phone them again.

Once logged in under 'My Details', 'Trusted Devices', I could then see 2 Firefox Browsers. I selected the bottom Firefox to delete it but it warned me it was my current browser and I'd be logged out. Instead I selected and deleted the top Firefox browser.

A couple of things:

We are only allowed 3 Devices and 4 Browsers. If ever you go above either of those amounts, you will have to phone NS&I and have them clear all your Trusted Devices. I think this is what is causing the problem and if NS&I allowed an unlimited number of browsers, I wouldn't have had a problem.

In Settings, Privacy & Security under 'Cookies and Site Data' in 'Manage Data' I had the following cookies set by NS&I:

nsandi.com

www.nsandi.com

secure.nsandi.com

auth.nsandi.com

(I also had boldchat.com I'm guessing it's NS&I Chat, I deleted it between log ins)

I typed each of them into the Manage Exceptions and selected 'Allow'.

It's essential to delete your Trusted Devices before you get past 3 devices or 4 browsers or you will be unable to log in again and will need to ask NS&I to clear them. Some idiot in their IT seems to be making lots of work and inconvenience for customers by having this 4 browser limit, why does that matter when people are using trusted devices?

BlackthornU

Still problems on just getting to the site - now a queue
Number of people ahead of you: 3149
Expected arrival time on the website: 10:30
Estimated waiting time: 4 minutes