NS&I website login problems with telephone code

Noctis12

Had this problem, ad infinitum, and previously just gave up. Decided to have another go as wished to withdraw some funds, and same problem persisted, just couldn’t get the hash key to be recognised.
Made the usual phone call and luckily got an understanding and exceptional female advisor, who suggested the problem can be resolved on iPhone by only using mobile network, not WiFi calling and by switching incoming calls from Banner to Full Screen. Did as suggested and lo and behold, it worked first time.
Not seen this suggestion on here before, so maybe worth a go. Worked for me. Good luck. 

CarmarthenSingleP

I am having this problem too. Using a landline (VOIP), two different phone units. Though my automated caller wants the star key, not hash.

I raised the issue and a complaint has been registered. I am glad to know it isnt just me.

steve18

Noctis12 said:

Had this problem, ad infinitum, and previously just gave up. Decided to have another go as wished to withdraw some funds, and same problem persisted, just couldn’t get the hash key to be recognised.
Made the usual phone call and luckily got an understanding and exceptional female advisor, who suggested the problem can be resolved on iPhone by only using mobile network, not WiFi calling and by switching incoming calls from Banner to Full Screen. Did as suggested and lo and behold, it worked first time.
Not seen this suggestion on here before, so maybe worth a go. Worked for me. Good luck. 

You are a star, banner to full screen! 7 days, 40min phone call and still no payout from NS&I then tried this and it worked. Thanks.

Pass_The_Parcel2

mikb said:

JoAngel7888 said:

I've been having this issue all week. I press continue to confirm my phone number and it says "Phone number is mandatory." in a red failed box.
Ive tried deleting cookies, ive now tried 6 different browsers, on phone and two laptops. Seems like a scam to stop people getting to their money. Has Martin Lewis looked into this? 

Never attribute to malice what can adequately be explained by stupidity. 

NS&I is not a scam, and is not trying to stop you get your money. It's just a really badly designed (evolved? vommed up?) website. Don't press back. Don't refresh. Don't sneeze while navigating the website. The ability for their phone system to recognise touch-tones (esp. the HASH key, which they require but then can't HEAR) is legendary.

You could always phone them up and complain, they like that, it gives them the chance to blame your Internet Provider for interfering, or your mobile phone company for not working properly. What they don't do is acknowledge the problem and show any sign of fixing it.

January 2026.... same issue  still !!! ....and I want to pay in. Seems bananas they are not interested in sorting this. Awaiting a letter now to reset. Then I will ring them to be told it's my issue not theirs I guess. I don't want to keep clearing my cache or use Chrome instead of safari and use a landline.... I might try above idea of inputing numbers before robot says " Hash key " grrrrr  Did that work for anyone I wonder? 

t3rm3y

Slightly different, but do you guys have any issues accessing the account over the phone? I can log in fine on web, but tried calling and gave correct characters 4 trys and the woman couldn't log in

I repeatedly asked if they need a different password(i.e. a telephone password being different to online) she said no it's the same and wanted me to reset it , I panicked thinking maybe wasn't through to ns&I and wasn't going to do that so declined and got out .
But now I can't access my account over the phone which is crap as needed to do something urgently.

McCoys

Noctis12 said:

Had this problem, ad infinitum, and previously just gave up. Decided to have another go as wished to withdraw some funds, and same problem persisted, just couldn’t get the hash key to be recognised.
Made the usual phone call and luckily got an understanding and exceptional female advisor, who suggested the problem can be resolved on iPhone by only using mobile network, not WiFi calling and by switching incoming calls from Banner to Full Screen. Did as suggested and lo and behold, it worked first time.
Not seen this suggestion on here before, so maybe worth a go. Worked for me. Good luck. 

THANKYOU!

After a frustrating few minutes, a search brought me to your fix which worked!

Boogie83e

I been having the same issue for 3 days now, many support calls, recovered and reset details, security questions, new passwords, tried different browsers and nothing has worked/fix it! 😒

Got it fixed today! 😀For me/my phone the Caller ID and spam app was blocking the security calls! 🤬

pbcpdeveloper

I wasn't getting the verification code, the tip above about turning off Wifi Calling fixed it for me.

dogfonos

Unfortunately, turning off WiFi calling doesn't work for me. Today, I used a non-smart 'phone with no Wi-Fi. At other times, I've used a landline without success.

I checked out MSE's best fixed term savings deals and saw NS&I were offering a reasonably competitive one year fixed 4.69% AER guaranteed growth bond. I already have an account with NS&I so I attempted to open the bond online by first logging into my account.

Oh dear, same old issues that NS&I have known about for years. First part of ID authentication worked fine but the second part involves receiving a call from them then entering a code. Call received and I'm instructed to press the hash key and, as usual, the hash key wasn't recognised so I can't enter a code and therefore I can't login.

I started this thread way back in March 2024 and reliable access to NS&I accounts remains risible. I shall not be making further investments into NS&I until the issue is fixed. I'm not holding my breath. As a side note, I'm also getting this non-recognition of the hash key problem on a Microsoft website login.

libra10

We had this problem after our landline went digital. We were unable to press the hashtag key, therefore unable to respond to the validation code sent by NS&I.

I messaged their customer services on either Facebook or X. They were very helpful and added our mobile phone number to the account, and we were able to deal with the issue.