New Santander App - deposting cheques not working

BikingBud

Conflicting advice:

EssexExile

Is that only for business banking? As a retail customer I have no problem paying in cheques with the app.

WhiteRabbits

GrowsHisOwnApricots said:

The new Santander App now has a function to deposit cheques.  However, it isn't working for me.  Samsung S21 or Samsung S10.  It used to work on the old app.  It reads the data in off the cheque but then tells me that the photo is of poor quality.  When I finally got through to the "help" desk.  I was told that "the app is working, it is telling you what the problem is".  I asked how the image could be of poor quality if the data was being read correctly. This didn't get a logical answer.  I asked how I could improve the quality given the excellent lighting, contrast background, good lens and high resolution camera.  Eventually they said the issue was the cheque was of "poor quality".  I said that as a human being in the real world I could affirm that the cheque was not of poor quality and it was the problem with the app if it could not recognise the cheque as acceptable.  "No the app is working because it is telling you what the problem is." If Santander are rejecting all feedback that the app isn't working in certain the real world situations and telling everyone that there have been no complaints - how will it ever get fixed?  Anyone else have real world problems with paying in cheques on the new app?   

Yes, have the same issues with S21 and have not managed to get a cheque paid in this way.  I suspect when I upgrade my phone it might work. 

EssexExile

WhiteRabbits said:

GrowsHisOwnApricots said:

The new Santander App now has a function to deposit cheques.  However, it isn't working for me.  Samsung S21 or Samsung S10.  It used to work on the old app.  It reads the data in off the cheque but then tells me that the photo is of poor quality.  When I finally got through to the "help" desk.  I was told that "the app is working, it is telling you what the problem is".  I asked how the image could be of poor quality if the data was being read correctly. This didn't get a logical answer.  I asked how I could improve the quality given the excellent lighting, contrast background, good lens and high resolution camera.  Eventually they said the issue was the cheque was of "poor quality".  I said that as a human being in the real world I could affirm that the cheque was not of poor quality and it was the problem with the app if it could not recognise the cheque as acceptable.  "No the app is working because it is telling you what the problem is." If Santander are rejecting all feedback that the app isn't working in certain the real world situations and telling everyone that there have been no complaints - how will it ever get fixed?  Anyone else have real world problems with paying in cheques on the new app?   

Yes, have the same issues with S21 and have not managed to get a cheque paid in this way.  I suspect when I upgrade my phone it might work. 

The last post on this thread was over a year ago and in it I said I have no problem paying in cheques with my phone. Until this week, it won't work now even with my new Pixel phone. I had to walk all the way to the post office!