Can access Santander via browser but not app

B0bbyEwing

Allegedly I have a passcode.

Except I don't.

I enter my customer number, my registration number, no problem.

Not sure what this passcode is because everything I ever create to open an account goes in to the login that is stored in Bitwarden.

So it will let me log in via browser but when trying via app says I need to go in to a branch.

Is this the only way all you Santander customers could access via the app - with a branch visit?

Catplan

No I didn’t need to go into a branch to use the app. 

The passcode is an additional security feature on the app, I use iPhone and Face ID instead of passcode, but I do have a passcode I set this on the app when I installed it no need to visit a branch though. I can login via a browser without the app passcode / Face ID.

B0bbyEwing

Catplan said:

No I didn’t need to go into a branch to use the app. 

The passcode is an additional security feature on the app, I use iPhone and Face ID instead of passcode, but I do have a passcode I set this on the app when I installed it no need to visit a branch though. I can login via a browser without the app passcode / Face ID.

Thanks. Interesting. 

I didn't install the app. I went to but it just asked me to "enable" it.

So I did that & it just asked me for a passcode as part of the sign in process as though I'd already got one, yet I certainly haven't.

Ms_Chocaholic

Call Santander and ask them to reset your passcode, you will have to go through security and they will send you the passcode in the post.  Whilst you are waiting for it in the post do not attempt to log on to the app/webpage otherwise it will mean that the passcode needs to be reset again.  The new passcode should arrive within 4-5 days

Daliah

It is many years since I set up my Santander logins, so my memory on what I did is a bit hazey. However, my passcode is definitely something I chose, and it looks like a password to me. It is more than 10 alphanumeric characters in my case. If you have something that looks like a password, try that

B0bbyEwing

I'll get in touch with them then. See if they have a live chat feature as I hate getting on the phone or going in branch.

I thought it'd be a passcode sent to your phone like those OTP code things. I was sat there waiting but nothing came.

Money_Saving_Bloke

B0bbyEwing said:

I'll get in touch with them then. See if they have a live chat feature as I hate getting on the phone or going in branch.

I thought it'd be a passcode sent to your phone like those OTP code things. I was sat there waiting but nothing came.

Your passcode is the same 5 digit security number that you would use when logging in via the website.

Daliah

Money_Saving_Bloke said:

B0bbyEwing said:

I'll get in touch with them then. See if they have a live chat feature as I hate getting on the phone or going in branch.

I thought it'd be a passcode sent to your phone like those OTP code things. I was sat there waiting but nothing came.

Your passcode is the same 5 digit security number that you would use when logging in via the website.

The passcode is at least 8 digits, so not the same as the security / registration number.

Money_Saving_Bloke

Daliah said:

Money_Saving_Bloke said:

B0bbyEwing said:

I'll get in touch with them then. See if they have a live chat feature as I hate getting on the phone or going in branch.

I thought it'd be a passcode sent to your phone like those OTP code things. I was sat there waiting but nothing came.

Your passcode is the same 5 digit security number that you would use when logging in via the website.

The passcode is at least 8 digits, so not the same as the security / registration number.

I think you're getting that mixed up with the secondary customer password, which confusingly can also be just numbers, and is a minimum of 8 characters. That password isn't used for mobile banking at all, only the personal ID and security number are.

B0bbyEwing

Money_Saving_Bloke said:

Your passcode is the same 5 digit security number that you would use when logging in via the website.

Daliah said:

The passcode is at least 8 digits, so not the same as the security / registration number.

Money_Saving_Bloke said:

I think you're getting that mixed up with the secondary customer password, which confusingly can also be just numbers, and is a minimum of 8 characters. That password isn't used for mobile banking at all, only the personal ID and security number are.

Well one thing's for sure - you can't both be right

wiseonesomeofthetime

If I need to manually access my android Santander app, rather than use biometrics, it prompts me for my five-digit PIN , per the post from @Money_Saving_Bloke .

However, if your app is specifically asking for a passcode and not a PIN, then @Daliah could be right.

What is your app actually asking you to enter?