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!