Santander banking app Magic Link

suecoo66

Both me and my husband have changed phones and can't get the Santander app to function because their magic link system doesn't appear to work. He's on Gmail & I use Hotmail and neither work. I've had to keep my old phone just to use the banking app. It's annoying if you are shopping online and need to verify something via the app. 
I've raised the issue on chat, spoke to the digital team who were meant to escalate it to tech support and not heard back from them. Tried chat again and told to call digital team again. I also tried the old fashioned going to the bank and was fobbed off that if must be my settings. I'm paying £5 mth for an account that's not functioning for me so thinking of leaving after many years. Been with them since I'd was Abbey National.
Has anyone else had this issue? 

glennevis

I installed the Santander app on my new phone recently. Like you I still had my old phone (both android). Process seemed logical:

Opened the app on the old phone then installed the app on the new phone. I opened it and entered credentials and was warned that I couldn't have it running on two phones. I seem to recall the app simply asked me if I wanted to use the new phone and as soon as I confirmed that, the app stopped working on the old phone. At which point I uninstalled the app on the old phone.

Rob5342

I installed it on a new phone recently and there was no mention of a magic link. I just put in my user id, security number, they sent a text message that the app picked up automatically and that was it.

RLPBOB

I have just bought an iPhone 16e and I am experiencing the exact same problem with Magic link. It does not verify and gives me a page saying click open (which does’t appear). Paste the link (which does nothing) then if all else fails then reboot the phone. I phoned the helpline and they past me to 2nd line , who escalated it to 3rd line (who were to ring back in 48 hrs) but 3 days later nothing! Given the first member of this thread has waited 6 months I am not very hopeful 😭

grumpy_codger

FWIW I happily live without Santander app. It's one of few banks that never forced me to install it. 

However, I never use their debit card for shopping and don't know if the app is needed for this. For logging in OTPs work fine, although their crazy computer geeks made them extremely complex* for manual copying and disabled 'Paste' in the browser. In Firefox on my PC this was easy to overcome with some extension (or was it some settings?).

* e.g. DUSLWN9M, TN8ZGNA8, AEJ32EJD ...

GeoffTF

grumpy_codger said:

FWIW I happily leave without Santander app. It's one of few banks that never forced me to install it. 

However, I never use their debit card for shopping and don't know if the app is needed for this. For logging in OTPs work fine, although their crazy* computer geeks made them extremely complex for manual copying and disabled 'Paste' in the browser. In Firefox on my PC this was easy to overcome with some extension.

* e.g. DUSLWN9M, TN8ZGNA8, AEJ32EJD ...

I do not need an OTP to log into the Santander online system. Santander probably does not like your browser settings. I had that problem a year or so ago, and fixed it by enabling pop-ups in Firefox for the Santander website. That also stopped Sandi from hiding. Any hacker worth his salt will know how to avoid the OTP when logging on.

grumpy_codger

GeoffTF said:

grumpy_codger said:

FWIW I happily leave without Santander app. It's one of few banks that never forced me to install it. 

However, I never use their debit card for shopping and don't know if the app is needed for this. For logging in OTPs work fine, although their crazy* computer geeks made them extremely complex for manual copying and disabled 'Paste' in the browser. In Firefox on my PC this was easy to overcome with some extension.

* e.g. DUSLWN9M, TN8ZGNA8, AEJ32EJD ...

I do not need an OTP to log into the Santander online system. Santander probably does not like your browser settings. I had that problem a year or so ago, and fixed it by enabling pop-ups in Firefox for the Santander website. That also stopped Sandi from hiding. Any hacker worth his salt will know how to avoid the OTP when logging on.

I just checked and I see https://retail.santander.co.uk in Exceptions ('Allow'), but it still asks me for OTP every time I log in. Not a big problem as I use Phone Link on my PC. The only inconvenience is that Phone Link doesn't support drag&drop, so I have to use copy&paste.

What's 'hiding'?

alanwsg

grumpy_codger said:

FWIW I happily live without Santander app. It's one of few banks that never forced me to install it. 

However, I never use their debit card for shopping and don't know if the app is needed for this. For logging in OTPs work fine, although their crazy computer geeks made them extremely complex* for manual copying and disabled 'Paste' in the browser. In Firefox on my PC this was easy to overcome with some extension (or was it some settings?).

* e.g. DUSLWN9M, TN8ZGNA8, AEJ32EJD ...

If you use Chrome, the extension is "Don't F*** With Paste".
I use Pushbullet so the incoming SMS pops-up on my laptop screen, then it's easy to cut&paste the OTP into the web page.

GeoffTF

grumpy_codger said:

GeoffTF said:

grumpy_codger said:

FWIW I happily leave without Santander app. It's one of few banks that never forced me to install it. 

However, I never use their debit card for shopping and don't know if the app is needed for this. For logging in OTPs work fine, although their crazy* computer geeks made them extremely complex for manual copying and disabled 'Paste' in the browser. In Firefox on my PC this was easy to overcome with some extension.

* e.g. DUSLWN9M, TN8ZGNA8, AEJ32EJD ...

I do not need an OTP to log into the Santander online system. Santander probably does not like your browser settings. I had that problem a year or so ago, and fixed it by enabling pop-ups in Firefox for the Santander website. That also stopped Sandi from hiding. Any hacker worth his salt will know how to avoid the OTP when logging on.

I just checked and I see https://retail.santander.co.uk in Exceptions ('Allow'), but it still asks me for OTP every time I log in. Not a big problem as I use Phone Link on my PC. The only inconvenience is that Phone Link doesn't support drag&drop, so I have to use copy&paste.

What's 'hiding'?

Using Phone Link defeats the object of 2FA, which is that a hacker should need access to both your PC and your mobile phone to drain your account. If someone hacks into your PC, they can drain your account. They could not do that with mine, unless they also had access to my mobile phone.

gerrywine

I have exactly the same problem as RLPBOB. No response from Santander Helpdesk. Any solutions?