Anyone having trouble registering a Kroo account?

VMeldrew2001

I tried last night (on Android). First thing it asks for your mobile number to send a verification code. The app has 6 individual boxes to enter the numbers. I tried pasting in the code, but it entered all the numbers in the first box. I tried removing the code, but the app was then stuck and when a digit entered it wouldn't move onto the next box when you enter a digit - all the numbers went into the first box.
This morning, after getting a new code, just typing the code in by hand worked. After going through the signup process, it asks for an email address, no problem, then a password. After entering the password however, it just hangs, pressing the continue button at the bottom (or whatever the button was called) did nothing. Show password didn't work, back button didn't work, it was like the app has frozen. In the end I closed the app and tried again, but now it just says the phone number is already known, so I can't sign up again, and if I try signing in, it wants the password.

So I went to the customer support chat. I entered that I had problems with the set password page and a bot replied with unhelpful knowledge base suggestions (no surprise there), but no other options, no button labelled 'none of these help' or something similar. I decided to enter 'I want to chat with a human'. It replied with a message saying that the help desk opens at 7am. I look at the time, it's 7.10am. I entered (not expecting anything sensible, but to make the point): 'It's already 7.10am'. That was 3 hours ago and still no response.

To me it feels like the app is in beta still and a bit flakey - not sure I want to trust my savings with it at this point....

ColdIron

Can't help with the phone already registered issue but assuming you get past that be aware that the sign up is very slow (seems frozen as you say, 30 seconds or more to respond) but if you just wait it does seem to get there. I had to upload the video maybe 20 times (network error, try again) before it was happy but again it got there in the end

The jury is still out for me but I'll keep an open mind for now

flaneurs_lobster

They are being hammered with new signup requests, most of them no doubt from MSE readers.

Remember when Chase had a signup bribe? One of the largest banks in the world had to introduce a signup freeze that left people waiting for weeks. This is a small challenger bank, not surprising that they are creaking. 

Give it a day or so and I'm sure it'll be a much easier process.

Band7

After MSE advertised the 3.03% account, they were overwhelmed with applications. It's just a matter of patience, and hoping that they won't close for new applications to manage the onslaught. 

As to trusting them with my money: I for one am quite happy to do so as they have FSCS cover.

CuriousGirl

flaneurs_lobster said:

They are being hammered with new signup requests, most of them no doubt from MSE readers.

Remember when Chase had a signup bribe? One of the largest banks in the world had to introduce a signup freeze that left people waiting for weeks. This is a small challenger bank, not surprising that they are creaking. 

Give it a day or so and I'm sure it'll be a much easier process.

I tried to sign up on Sunday and there was exactly the same issue.  

Band7

CuriousGirl said:

flaneurs_lobster said:

They are being hammered with new signup requests, most of them no doubt from MSE readers.

Remember when Chase had a signup bribe? One of the largest banks in the world had to introduce a signup freeze that left people waiting for weeks. This is a small challenger bank, not surprising that they are creaking. 

Give it a day or so and I'm sure it'll be a much easier process.

I tried to sign up on Sunday and there was exactly the same issue.  

you seem to have quite a few sign-up/login issues? 

CuriousGirl

Band7 said

you seem to have quite a few sign-up/login issues? 

Yep nothing is easy at the moment 

AmityNeon

https://twitter.com/KrooBank/with_replies
They're transparent about the current influx of applications and the associated issues.

The app is not in beta. It works perfectly fine for me as an existing customer with zero problems and no lag, on an iPhone 7 (a model that's over 6 years old).

They're licensed and deposits are FSCS-protected, but you don't have to trust them, or any other bank that operates bot-based initiations where humans don't respond to you within 3 hours. 

SickGroove

I signed up late last night & it's still in the "we'll be in touch shortly" stage when I log into the app.

Vortigern

Tried to apply Tuesday evening before the MSE email and TV programme.
Very long lag at each stage with the "continue" button greyed out and unresponsive. Eventually got phone number and email verified, then had difficulty with the passport photo. Received an email saying please respond with your full name. Did that, heard nothing since.

granta

Can't get pass the password page...