TSB Bank App Manage Cards Feature

OceanSound

k_man said:

OceanSound said:

AmityNeon said:

When applying for new accounts you do have to create additional online banking profiles, but TSB doesn't merge them properly; all your profiles will continue to exist independently of each other. One resulting quirk (amongst others) is not being able to see/manage another current account's card.

You'll need to re-register the app (Device settings > Forget enrolment), using your original profile. You could also try contacting TSB to see if their 'wizards' can do any better, but their systems are obviously held together with tape and glue.

If I login to web using joebloggs002 i can manage the debit card for that account. i.e.  I click 'Manage Cards' and have option to report card lost or stolen, cancel card, request new card, request new pin.

tried the forget enrolment suggestion for App. Unfortunately, it was a no go. still cannot use the app to manage either of the cards. 

k_man said:

As above, I needed to contact TSB, as the new accounts merged to the old profile, but not the debit cards.

Turns out there was a minor mismatch on details between old and new profiles.

Once they resolved this, the profiles merged successfully. Be aware though this takes upto 10 days, and for a day or two some details are in limbo in the app/online banking (e.g. new profile stopped working, before debit card moved to old profile).

Was there anything else that was out of the ordinary or was it only the 'manage cards' feature? I've not noticed anything else. As i said above, I can even manage debit card for 2nd account via the website. Don't know if I can do the same for that card if I login to the App with that profile. Not tried it yet.

By the way, does the 'manage cards' feature on the App have more options than the website or are they the same (i.e. report card lost or stolen, cancel card, request new card, request new pin). I only ask because I've used some banking Apps that allow a 'freeze card' feature. Wondering if the TSB app has same or similar. 

My issue was only that some Debit cards were missing from Manage Cards.
At that stage I only had one profile/login, so couldn't manage the other cards by logging in with other usernames.

The App has the Freeze card option which is not available on the website (which was the feature I was looking for, to freeze cards for non main accounts), but unfortunately (IMO) no view card details option.

Update: I've just tried to order a new PIN (via the website for one of the current account's - not the main one) and this error message comes up: 

An error has occurred

We're sorry, but we're experiencing some technical issues with the service. Please call us on 0345 835 3844. If you're calling from abroad you can call us on +44 203 284 1577. Lines are open Monday to Friday 7am-10pm, Saturday 8am-10pm, Sunday 8am-6pm.

I have a feeling it's related to the profile(s) issue. So although in a previous post I said 'I have the option to request new pin', I hadn't actually gone through with it. Now that I have, it's definitely something which is currently not available (until sorted out by TSB once I call them). 

edit: I've tried again today (11.03.2022) after trying it yesterday. Same error comes up. So, it doesn't seem like a temporary technical issue.

PloughmansLunch

I have been told that TSB will be looking at some kind of system work over the next couple of weeks, as it is affecting quite a few of their customers. 

I can see both of my actual accounts in either the app or online banking, but the app (original login details) has only debit card #1 and inbox #1, and online banking (new login details) has only debit card #2 and inbox #2. I have complained quite a few times but it seems beyond the merge team’s capabilities to fix it at the moment.

ForumUser7

PloughmansLunch said:

I have been told that TSB will be looking at some kind of system work over the next couple of weeks, as it is affecting quite a few of their customers. 

I can see both of my actual accounts in either the app or online banking, but the app (original login details) has only debit card #1 and inbox #1, and online banking (new login details) has only debit card #2 and inbox #2. I have complained quite a few times but it seems beyond the merge team’s capabilities to fix it at the moment.

@bridlington1 profile fix may be on the way!

OceanSound

ForumUser7 said:

PloughmansLunch said:

I have been told that TSB will be looking at some kind of system work over the next couple of weeks, as it is affecting quite a few of their customers. 

I can see both of my actual accounts in either the app or online banking, but the app (original login details) has only debit card #1 and inbox #1, and online banking (new login details) has only debit card #2 and inbox #2. I have complained quite a few times but it seems beyond the merge team’s capabilities to fix it at the moment.

@bridlington1 profile fix may be on the way!

@ForumUser7 Okay, so I've tagged you. Do you receive a notification on your browser or email?

I've just tested this by tagging myself and posting a message, but didn't receive either (notification on browser or email). Maybe it only works if another forumite tags me.

Could you reply by tagging me please. Just curious how this tagging and notifications work.

Bridlington1

PloughmansLunch said:

I have been told that TSB will be looking at some kind of system work over the next couple of weeks, as it is affecting quite a few of their customers. 

I can see both of my actual accounts in either the app or online banking, but the app (original login details) has only debit card #1 and inbox #1, and online banking (new login details) has only debit card #2 and inbox #2. I have complained quite a few times but it seems beyond the merge team’s capabilities to fix it at the moment.

Oh not again. I remember what happened when they tried doing that in 2018.

I have dealt with dozens of different banking institutions and TSB is by far the worst on the technical front that I've come across. I have suffered a string of technical issues with them for about a year, with profiles that only just seem to have been merged into one after they closed the all but one of my accounts. It got to the point where for about 2 months I could not make faster payments in online banking at home, but could if I was connected to a branch's wifi which baffled both me and TSB. 

One word of warning for anyone who has an account missing from their app, do not change which profile you are logged in with. If you do TSB still think you are logged into the app with the old profile and thus when it comes to verifying payments in the app you will end up needing to reset the app an re-log in with the details for the relevant banking profile to verify them.

ForumUser7

OceanSound said:

ForumUser7 said:

PloughmansLunch said:

I have been told that TSB will be looking at some kind of system work over the next couple of weeks, as it is affecting quite a few of their customers. 

I can see both of my actual accounts in either the app or online banking, but the app (original login details) has only debit card #1 and inbox #1, and online banking (new login details) has only debit card #2 and inbox #2. I have complained quite a few times but it seems beyond the merge team’s capabilities to fix it at the moment.

@bridlington1 profile fix may be on the way!

@ForumUser7 Okay, so I've tagged you. Do you receive a notification on your browser or email?

I've just tested this by tagging myself and posting a message, but didn't receive either (notification on browser or email). Maybe it only works if another forumite tags me.

Could you reply by tagging me please. Just curious how this tagging and notifications work.

@oceansound usually I’m notified but was not on your post - I’ve only seen this because I bookmarked the thread

Bridlington1

ForumUser7 said:

OceanSound said:

ForumUser7 said:

PloughmansLunch said:

I have been told that TSB will be looking at some kind of system work over the next couple of weeks, as it is affecting quite a few of their customers. 

I can see both of my actual accounts in either the app or online banking, but the app (original login details) has only debit card #1 and inbox #1, and online banking (new login details) has only debit card #2 and inbox #2. I have complained quite a few times but it seems beyond the merge team’s capabilities to fix it at the moment.

@bridlington1 profile fix may be on the way!

@ForumUser7 Okay, so I've tagged you. Do you receive a notification on your browser or email?

I've just tested this by tagging myself and posting a message, but didn't receive either (notification on browser or email). Maybe it only works if another forumite tags me.

Could you reply by tagging me please. Just curious how this tagging and notifications work.

@oceansound usually I’m notified but was not on your post - I’ve only seen this because I bookmarked the thread

I was notified though because @OceanSound replied to a reply in which @ForumUser7 had mentioned me.

ForumUser7

Bridlington1 said:

ForumUser7 said:

OceanSound said:

ForumUser7 said:

PloughmansLunch said:

I have been told that TSB will be looking at some kind of system work over the next couple of weeks, as it is affecting quite a few of their customers. 

I can see both of my actual accounts in either the app or online banking, but the app (original login details) has only debit card #1 and inbox #1, and online banking (new login details) has only debit card #2 and inbox #2. I have complained quite a few times but it seems beyond the merge team’s capabilities to fix it at the moment.

@bridlington1 profile fix may be on the way!

@ForumUser7 Okay, so I've tagged you. Do you receive a notification on your browser or email?

I've just tested this by tagging myself and posting a message, but didn't receive either (notification on browser or email). Maybe it only works if another forumite tags me.

Could you reply by tagging me please. Just curious how this tagging and notifications work.

@oceansound usually I’m notified but was not on your post - I’ve only seen this because I bookmarked the thread

I was notified though because @OceanSound replied to a reply in which @ForumUser7 had mentioned me.

And I’ve just been notified by your post @Bridlington1

Hope this helps @oceansound haha

OceanSound

ForumUser7 said:

Bridlington1 said:

ForumUser7 said:

OceanSound said:

ForumUser7 said:

PloughmansLunch said:

I have been told that TSB will be looking at some kind of system work over the next couple of weeks, as it is affecting quite a few of their customers. 

I can see both of my actual accounts in either the app or online banking, but the app (original login details) has only debit card #1 and inbox #1, and online banking (new login details) has only debit card #2 and inbox #2. I have complained quite a few times but it seems beyond the merge team’s capabilities to fix it at the moment.

@bridlington1 profile fix may be on the way!

@ForumUser7 Okay, so I've tagged you. Do you receive a notification on your browser or email?

I've just tested this by tagging myself and posting a message, but didn't receive either (notification on browser or email). Maybe it only works if another forumite tags me.

Could you reply by tagging me please. Just curious how this tagging and notifications work.

@oceansound usually I’m notified but was not on your post - I’ve only seen this because I bookmarked the thread

I was notified though because @OceanSound replied to a reply in which @ForumUser7 had mentioned me.

And I’ve just been notified by your post @Bridlington1

Hope this helps @oceansound haha

Yes, I could see notifications bell on the forum web page lit up and entries in there.

I also received emails with subject line '[MoneySavingExpert Forum] ForumUser7 mentioned you in TSB Bank App Manage Cards Feature' and '[MoneySavingExpert Forum] Bridlington1 mentioned you in TSB Bank App Manage Cards Feature'

PloughmansLunch

I have a regular saver set up alongside my original TSB account, both sort code 77-xx-xx. As tempting as it is, something tells me I'm asking for trouble if I try to switch out account #1 and keep account #2 (sort code 30-xx-xx) along with the existing saver.