NSI password reset problem (2025)

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john95346 Posts: 8 Forumite

13 August 2021 at 9:41AM in

Hi, first post here. I was a member years ago but can't remember my details so it was easier to create a new account.

I forgot my NSI password so have tried resetting it. Leaving aside all the details I always fall at the hurdle where I have to enter the security code (on the website) on my phone dial pad.

It always says unrecognised.

I have phoned them and the last chap I spoke to said that every other call is from someone with the same problem.

I came on here expecting to find a thread about it. But didn't see anything obvious.

At the moment I have resolved to trying again occasionally. The person I spoke to said he couldn't do anything and was telling everyone with the same problem that we need to operate the account over the phone for the time being.

Anyone know any more? Similar experience? Anything else I can try?

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PRAISETHESUN Posts: 4,891 Forumite

13 August 2021 at 11:49AM

Fairly recent thread on the same subject here:https://forums.moneysavingexpert.com/discussion/comment/78525311

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john95346 Posts: 8 Forumite

13 August 2021 at 4:15PM

Thanks. Yes, that is the same thing. One of the people I spoke to blamed mobiles for the problem.
I don't have any problems with their automated call routing, pressing this or that number to choose the appropriate option. Or any other company for that matter.
I don't know why they can't do what every other organisation who uses two factor authentication does. Text me a number that I enter on their website.
Hey ho... I don't need to do anything right now so hopefully this will get sorted before I do.
Good ol' NSI 😂

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glennevis Posts: 735 Forumite

14 August 2021 at 9:49AM

Quote
"I always fall at the hurdle where I have to enter the security code (on the website) on my phone dial pad.
It always says unrecognised."
Can you hear a tone as you enter each number?
I had this issue (not specifically with NS&I) after I bought a new smartphone.
I had to go into Settings, Sound, Advanced and turn on Dial Pad Tones.
[Deleted User] Posts: 0 Newbie

14 August 2021 at 12:37PM

glennevis said:

Quote
"I always fall at the hurdle where I have to enter the security code (on the website) on my phone dial pad.
It always says unrecognised."
Can you hear a tone as you enter each number?
I had this issue (not specifically with NS&I) after I bought a new smartphone.
I had to go into Settings, Sound, Advanced and turn on Dial Pad Tones.
That is just giving you the noise that you pressed it, not them. I use a softphone at work and clicking the numbers on the dial pad on screen or using the keyboard register fine for software menus, same as mobile phones
Eco_Miser Posts: 4,860 Forumite

14 August 2021 at 12:45PM

john95346 said:

I don't know why they can't do what every other organisation who uses two factor authentication does. Text me a number that I enter on their website.
Lloyds and Halifax also show a number on their website for you to enter on your phone when they call.

Eco Miser
Saving money for well over half a century
Swipe Posts: 5,631 Forumite

15 August 2021 at 9:00AM

Eco_Miser said:

john95346 said:

I don't know why they can't do what every other organisation who uses two factor authentication does. Text me a number that I enter on their website.
Lloyds and Halifax also show a number on their website for you to enter on your phone when they call.
The difference being, theirs actually works.
john95346 Posts: 8 Forumite

15 August 2021 at 7:01PM

Thanks for further replies. Thanks for the tip about dial tones. I had a quick look in my settings and didn't see anything obvious - although as someone else said, I think those tones are just at your end. I don't have any problems using automatic switchboards where you have to enter 1 for this and 2 for that. Including NSI to ring their customer services!
Interesting that Lloyds and Halifax also use this method. I am with Halifax but haven't had to do this to the best of my knowledge. Or it worked when I did so didn't think any more of it!
ranciduk Posts: 729 Forumite

15 August 2021 at 9:36PM

I only signed up with NS&I online a few months back
Then when it tried to login about the tenth time I got this message saying my phone was going to ring and I had to enter a number - and I was like huh?? This is new to me as I don’t have any other online accounts
First couple of times this happened there was no issues
I then I had 2 or 3 occasions where I’d answer the phone but it would be dead....
panic!
I just seems temperamental to me - sometimes it works , sometimes it doesnt
bit annoying if you want to make a withdrawal but can’t even login cos the phone call isn’t working for some unknown reason
Eco_Miser Posts: 4,860 Forumite

16 August 2021 at 11:33AM

Using Lloyds/Halifax, I've sometimes picked up on the first ring, and got a dead phone, Now I wait until the second ring to be sure.
Maybe the same applies to NS&I?

Eco Miser
Saving money for well over half a century
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maxsteam Posts: 718 Forumite

25 August 2021 at 11:34PM

The NSandI system is flawed.
I have a password but got their security questions wrong. Rather than keep guessing, I tried to follow the links to reset the security questions which cancelled my current password. These links ended up with a promise of an email telling me how to reset the password, which wasn't what I had wanted. No email arrived in the next couple of hours so I phoned to be told that it can take 48 hours for an email to arrive, that was last Friday and still no email has arrived.
I then filled in a form to reset the login details and received a temporary password, promptly, in today's post. This works but then I need to use a confirmation code to verify my phone number. They have two phone numbers on record for me, both of which connect to the same phone (dual sim). When I did the confirmation process using one number (O2), it did not work - I was told that I had entered an incorrect code too many times. I then tried the other number (1pMobile) which worked fine and I was able to log in.
All I had wanted to do was reset my security questions which, I now discover, can be done simply by logging in, going to "Your Details" and clicking on the word "Change".
It's amusing in one respect but, when money is involved, I do not like being told that an email will be sent when it isn't or that a code is incorrect when it is clearly correct. It's just good old civil service inefficiency rather than anything more worrying imho.