Can access Santander via browser but not app

Money_Saving_Bloke

B0bbyEwing said:

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

Have you tried deleting the app and reinstalling it? That should allow you to do a first time setup and log in with the same personal ID and 5 digit number that you use on the website.

B0bbyEwing

Well it turns out...

Daliah said:

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

You're right

so therefore...

Money_Saving_Bloke said:

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

You're wrong.


Just got off the phone to them. They talked me through sorting it out. It's an "at least" 8 character password which needs to include at least 1 letter.

Money_Saving_Bloke

B0bbyEwing said:

Well it turns out...

Daliah said:

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

You're right

so therefore...

Money_Saving_Bloke said:

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

You're wrong.


Just got off the phone to them. They talked me through sorting it out. It's an "at least" 8 character password which needs to include at least 1 letter.

And you've now used that at 8+ character password to log into the mobile app?

B0bbyEwing

Money_Saving_Bloke said:

B0bbyEwing said:

Well it turns out...

Daliah said:

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

You're right

so therefore...

Money_Saving_Bloke said:

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

You're wrong.


Just got off the phone to them. They talked me through sorting it out. It's an "at least" 8 character password which needs to include at least 1 letter.

And you've now used that at 8+ character password to log into the mobile app?

Yes.

And as I can't just say yes, I have to pad out the post more, here's some filler

Money_Saving_Bloke

B0bbyEwing said:

Money_Saving_Bloke said:

B0bbyEwing said:

Well it turns out...

Daliah said:

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

You're right

so therefore...

Money_Saving_Bloke said:

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

You're wrong.


Just got off the phone to them. They talked me through sorting it out. It's an "at least" 8 character password which needs to include at least 1 letter.

And you've now used that at 8+ character password to log into the mobile app?

Yes.

And as I can't just say yes, I have to pad out the post more, here's some filler

Weird. That must be a recent change then, as the password was never used for mobile banking when I worked there.

B0bbyEwing

Money_Saving_Bloke said:

Weird. That must be a recent change then, as the password was never used for mobile banking when I worked there.

Just for clarification:

I'm on Android.
Part 1 is I put in my user ID.
Next page if you will, I need to put this "at least" 8 character pass in & then underneath that I put the 5 digit pass/security number in.

Whereas when logging in via a browser on a PC, I only need a user ID & a 5 digit pass, nothing else.

Daliah

wiseonesomeofthetime said:

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?

You are right, once you have set up the app, you just need the same 5-digit Registration Number you use for online banking to log into the app w/o biometrics.

However, when you first set up the app, you need your Customer ID, your Registration Number plus your Passcode (sometimes also referred to by Santander as the password)

Daliah

Money_Saving_Bloke said:

B0bbyEwing said:

Money_Saving_Bloke said:

B0bbyEwing said:

Well it turns out...

Daliah said:

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

You're right

so therefore...

Money_Saving_Bloke said:

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

You're wrong.


Just got off the phone to them. They talked me through sorting it out. It's an "at least" 8 character password which needs to include at least 1 letter.

And you've now used that at 8+ character password to log into the mobile app?

Yes.

And as I can't just say yes, I have to pad out the post more, here's some filler

Weird. That must be a recent change then, as the password was never used for mobile banking when I worked there.

It's not a recent change, you always needed the passcode when setting up the app for the first time. It's not needed subsequently for logging into the app, or for logging into online banking