NS&I - Unable to withdraw money on website since introduction of 2 factor authentication

tiddler123

It's been over 3 weeks since we have been unable to withdraw money from our NS&I bonds online, since their introduction of 2 factor authentication.  Each time of trying results in failure and website error.  Trying to get through to their helpline takes > 1 hour.

If you look at their TrustPilot reviews, there are hundreds of complaints on this same issue and yet no media coverage of this issue, which really surprises me.

Has anyone found a way to successfully withdraw from their NS&I bonds online or get through without over an hours wait on the telephone?

SouthCoastBoy

I've never had a problem, what error are you getting. Have you tried a different Web browser?

tiddler123

@SouthCoastBoy - Have you tried in the last week or two and successfully withdrawn money from premium bonds online?  I normally have no issues before the introduction of 2 factor authentication.

lr1277

Every so often when logging into NS&I, I have to get the text message to continue with the logging in process.

Have you every had to use 2FA when logging in and was it successful?

I ask because I have seen posts on here where people can't use 2FA because they are using their landline. I can't remember the solution to that particular problem.

If you are successful logging in with 2FA, then the problem will be with withdrawing the money.

wmb194

tiddler123 said:

It's been over 3 weeks since we have been unable to withdraw money from our NS&I bonds online, since their introduction of 2 factor authentication.  Each time of trying results in failure and website error.  Trying to get through to their helpline takes > 1 hour.

If you look at their TrustPilot reviews, there are hundreds of complaints on this same issue and yet no media coverage of this issue, which really surprises me.

Has anyone found a way to successfully withdraw from their NS&I bonds online or get through without over an hours wait on the telephone?

This has come up before e.g., https://forums.moneysavingexpert.com/discussion/6373104/ns-i-website-going-round-in-circles-trying-to-log-in/p13

What is the exact issue? Is it on login? Not receiving a text message? Are you using a mobile data connection? Have you tried a different browser or device?

SouthCoastBoy

tiddler123 said:

@SouthCoastBoy - Have you tried in the last week or two and successfully withdrawn money from premium bonds online?  I normally have no issues before the introduction of 2 factor authentication.

Not tried to withdraw money in last 2 weeks. When I logon 2fa is used and had no issue with that.

tiddler123

wmb194 said:

tiddler123 said:

It's been over 3 weeks since we have been unable to withdraw money from our NS&I bonds online, since their introduction of 2 factor authentication.  Each time of trying results in failure and website error.  Trying to get through to their helpline takes > 1 hour.

If you look at their TrustPilot reviews, there are hundreds of complaints on this same issue and yet no media coverage of this issue, which really surprises me.

Has anyone found a way to successfully withdraw from their NS&I bonds online or get through without over an hours wait on the telephone?

This has come up before e.g., https://forums.moneysavingexpert.com/discussion/6373104/ns-i-website-going-round-in-circles-trying-to-log-in/p13

What is the exact issue? Is it on login? Not receiving a text message? Are you using a mobile data connection? Have you tried a different browser or device?

I can successfully log in.
I request to withdraw from premium bonds.
It sends me a SMS with authorisation code.
I receive the SMS message with authorisation code.
I enter this online at the screen to proceed the transaction.
I get an error message that it was not successful.
No email received to confirm withdrawal.
No funds in my account in 3-5 days.
Premium bonds figure still same amount online as before withdrawal request.

I have tried 3 times and same results (with the 3 different SMS authorisation codes).

Using wifi at home.
On device and browser I've used numerous times to withdraw money from NS&I website successfully in 2022.
Tried Chrome and Safari.

Band7

tiddler123 said:

wmb194 said:

tiddler123 said:

It's been over 3 weeks since we have been unable to withdraw money from our NS&I bonds online, since their introduction of 2 factor authentication.  Each time of trying results in failure and website error.  Trying to get through to their helpline takes > 1 hour.

If you look at their TrustPilot reviews, there are hundreds of complaints on this same issue and yet no media coverage of this issue, which really surprises me.

Has anyone found a way to successfully withdraw from their NS&I bonds online or get through without over an hours wait on the telephone?

This has come up before e.g., https://forums.moneysavingexpert.com/discussion/6373104/ns-i-website-going-round-in-circles-trying-to-log-in/p13

What is the exact issue? Is it on login? Not receiving a text message? Are you using a mobile data connection? Have you tried a different browser or device?

I can successfully log in.
I request to withdraw from premium bonds.
It sends me a SMS with authorisation code.
I receive the SMS message with authorisation code.
I enter this online at the screen to proceed the transaction.
I get an error message that it was not successful.
No email received to confirm withdrawal.
No funds in my account in 3-5 days.
Premium bonds figure still same amount online as before withdrawal request.

I have tried 3 times and same results (with the 3 different SMS authorisation codes).

Using wifi at home.
On device and browser I've used numerous times to withdraw money from NS&I website successfully in 2022.
Tried Chrome and Safari.

Have you tried transferring money from your PBs to your Direct Saver (you may have to open one first if you don't have any), and then withdraw from the Direct Saver?

There are also various ways other than phone to contact NS&I. https://www.nsandi.com/contact-us.  

BooJewels

I had difficulty a few weeks ago with filling in a bereavement form on the NS&I site - I could answer the first few questions then it just froze and wouldn't allow me to type into the boxes - everything just dead.  Tried on a tablet too - same reaction exactly.  Went through various browsers and in the end it just worked in Microsoft Edge without further issue - it's the only time I've ever used it.  Sometimes their IT stuff just seems really flaky.  

km1500

1. as above, open a direct saver

2. add a linked current account to your DS

3. withdraw PB to DS (instantaneous)

4. withdraw from DS to linked account (arrives next day)