New phone, switching apps, Chase!!

400ixl

I don't think anyone will say Chase IT systems a perfect by a long shot. They seem to have more random issues than most.

You likely did nothing wrong, just tried it at a time when they were having some of their issues, which currently appear to affect the iPhone 14.

https://chaseuk.statuspage.io/incidents/vrll7slfw5xj

Maybe wait until this is resolved and try again, or follow their current advice and use a passport rather than driving license if you haven't already.

Daliah

masonic said:

gsmh said:

Murmansk said:

I got a new phone fairly recently and don't remember moving the Chase app to it being any problem at all

I was assured by the Chase CS rep that it is standard practice for them to verify the identity of the customer when information is transferred to a new device. He said they need to ensure that it really is that customer. I don't know how all my other banks managed to do it with such little fuss.

What happened to me is clearly normal for them. Maybe you went through the process and your driving licence and selfie matched. Clearly they thought mine didn't. I'm not sure what I'm supposed to do about that.

It's a recently introduced "standard practice". I'd been happily switching between devices with just a SMS confirmation earlier in the year. 

To be fair, it's probably another measure to thwart fraudsters. I don't know whether it has actually happened with Chase, but there's been a lot in the news quite recently about fraudsters apparently managing to log into people's UK bank accounts from a mobile device other than the account holder one.

SuzeQStan

I had an issue paying with Chase today - it was embarrassing trying to pay with my chase card today as it came up ‘insufficient funds’ according to the checkout person. But I had more than sufficient funds - fuming. Chase website says there are issues processing payments - hope they sort it soon.
UPDATE - my funds are now showing available in Chase account - for the 1st time in 6hrs today. I know these things happen but it was pretty embarrassing - A trolley full of food and massive queue behind me silently cursing me.

scoot65

gsmh said:

Today I took delivery of my new iPhone 14. Getting everything transferred is really easy, but things like banking apps need a little more work. RBS, FirstDirect, Halifax, Capital One, Barclaycard and Metro were pretty straightforward, but Chase was in a different league. It wanted me to take a photo of my driving licence/passport and submit a selfie. I did that, and it wouldn't accept them. I tried a total of 5 times, but no joy. Finally it suggested verification by Chase themselves. That didn't work either. It has now gone for a manual referral which will take around 24 hours.

Hey, did you post this on MacRumors site? A guy posted vertually the same issues.

BTW I've recently had to re submit a photo of my driving licence to chase after upgrading from an iPhone 6s 16GB to a 6s 64GB. I'm pleased to say that the uploaded picture was accepted on the first attempt.

 

gsmh

scoot65 said:

Hey, did you post this on MacRumors site? A guy posted vertually the same issues.

 

I did indeed! Someone had posted how good the transfer to a new iPhone is, but the banking apps were a real pain! I knew that, and I understand the need to re-authenticate the user  but the way Chase goes back to square one and makes you effectively re-upload ID information is in a different league.

scoot65

I thought it had got to be you! lol  I hope you get things sorted quickly.

I know that you can only have Chase app running on one phone at a time. Once the Chase app is authourised on a different phone, the phone it was originally on is de-authorised and the app won't work.

Anyway, good luck and hope you get a swift resolution  

wiseonesomeofthetime

gsmh said:

OK it’s clearly all good and Chase is a fantastic bank. My fault entirely. Maybe you can explain what I did wrong?

From what I have read on other forums, what you did wrong, in the very loosest sense of the term (cos you haven't), was try and move it to the iPhone 14.

I am not an iPhone user personally, so this is third party info/allegations, however, it is something to do with the camera on the iPhone 14 and the associated software's interpretation of where the edges are on the ID document. The result is the image is not of sufficient quality for verification, possibly even blurry?

Did your ID captures display any such deficiencies?

B0bbyEwing

gsmh said:

It wanted me to take a photo of my driving licence/passport and submit a selfie. I did that, and it wouldn't accept them. I tried a total of 5 times, but no joy. Finally it suggested verification by Chase themselves. That didn't work either.

Exact same situation my mother was in.

When they were running their £20 for you, £20 for your referred offer, I referred some family members to pick up some easy cash for us all.

All went fine except for my mum. It just wouldn't accept her photo ID at all.

I messaged Chase myself & said I'm trying to refer someone, I'm sat there with them as they take the photo & it's rejecting it every time. 
They said to call up.

My mum said forget it, she'd had enough of the carry on

gsmh

wiseonesomeofthetime said:

gsmh said:

OK it’s clearly all good and Chase is a fantastic bank. My fault entirely. Maybe you can explain what I did wrong?

From what I have read on other forums, what you did wrong, in the very loosest sense of the term (cos you haven't), was try and move it to the iPhone 14.

I am not an iPhone user personally, so this is third party info/allegations, however, it is something to do with the camera on the iPhone 14 and the associated software's interpretation of where the edges are on the ID document. The result is the image is not of sufficient quality for verification, possibly even blurry?

Did your ID captures display any such deficiencies?

Yes, I was having a problem getting a clear image with the Chase app camera - but if they did the same as ALL the other banks I wouldn't have had to take a photo at all.

penners324

Sounds a good idea that bank has great security. I've changed phones and made numerous payments and not had any issues