NSandI's 2-factor authentication does not work

CNX_HERMIT

Four fruitless hours today trying to log in to NSandI. Their 2-factor authentication system asks you to press the star key (*) to listen to the one time passcode, but doesn't recognise the tone when you do.

"Please press the star key to listen to your OTP."

- presses star key *

- silence

"Please press the star key to listen to your OTP again. Otherwise, you can hang up."

- presses star key *

- silence

"Please press the star key to listen to your OTP again. Otherwise, you can hang up."

- disconnects after a couple more tries

Their Twitter support says it's not an NSandI problem, but a problem with my "service provider".

Why are there no other ways of receiving an OTP, like an SMS or an authenticator app?

TadleyBaggie

I logged on today and got a code via SMS on my mobile phone. Do you have a mobile number configured?

surreysaver

Try pushing the hash instead of the star or something. It's likely NS&I, its just easier for their Twitter to kick the can down the road than actually look into the problem 

PRAISETHESUN

I get my security codes by SMS so it's definitely possible, might be an option to change it someone in your account but  obviously that requires getting a phone code to log in to change it. Might be easier to give them a call and get your security options changed over the phone?

Runner_Duck

Not helpful I know but it worked just fine for me.  I did use my land line number because previously you had to type the number from the screen into the phone key pad and I find my mobile a bit fiddly. Fat finger syndrome!

Swipe

I've had this problem in the past (they gave me the same excuse on the phone) and told me to add my landline number instead and I've never had an issue since.

baser999

Similar issue yesterday and again today. Went on to their automated chat line, various drop down options led me to being told that they’re aware some mobile services are having issues with inputting the security code. Need to call if it’s important 

CNX_HERMIT

surreysaver said:

Try pushing the hash instead of the star or something. It's likely NS&I, its just easier for their Twitter to kick the can down the road than actually look into the problem 

Yes, I did try that. No luck, I'm afraid.

CNX_HERMIT

PRAISETHESUN said:

I get my security codes by SMS so it's definitely possible, might be an option to change it someone in your account but  obviously that requires getting a phone code to log in to change it. Might be easier to give them a call and get your security options changed over the phone?

I called them to transfer money before I saw your post, so perhaps I need to call again. Palaver.

CNX_HERMIT

Swipe said:

I've had this problem in the past (they gave me the same excuse on the phone) and told me to add my landline number instead and I've never had an issue since.

Thanks, but I haven't had a land line for 15 years.

CNX_HERMIT

TadleyBaggie said:

I logged on today and got a code via SMS on my mobile phone. Do you have a mobile number configured?

I have a mobile number which I've used successfully in the past by pressing the star key. I haven't changed my phone, my number or my service provider, but now it doesn't work. I guess I'll have to call again to see if there's another way to receive an OTP, but the woman I spoke to earlier knew what my problem was, and didn't mention any alternatives.