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Khandro | 14:08 Fri 29th Sep 2023 | Internet
20 Answers

Does anyone else on AB use it please?

it's driving me crazy.



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> it has a static dot in it as though it has already been filledDelete each dot and then put in the correct value.
15:29 Fri 29th Sep 2023

Yes - I do - can I help


I do...though nothing complicated. No problems. 

Question Author

I keep having to change my password and pin, recieve sms number but when I try again later I'm told I"ve given the wrong information

When you log in there are 3 squares for the pin & 3 for the password, is the first box for the pin already done for you?


No, the details will change every time, so if your password has 8 letters it might ask for the 3rd, 5th & 8th. Next time it could be 1st, 4th & 6th. Same with the number, 3 out of the four will be asked, not necessarily in order, eg. mght ask for 4th, 1st, 3rd, this again may be different next time.

Maybe you saved a password for it when you shouldn't of. Clear all passwords and browser history and try again

Khando.  Just type your numbers UNDER the numbers in the box.  I struggled because I just thought you tapped anwhere in the in the box.

I use the app and had issues with passwords - ended up doing facial recognition - no more problems.

Have you tried their helpdesk they are very good

If you are over 60.  Phone the number 0800 051 4176.  They will talk you through the whole process.  They did for me this week.  I call it the Nat West Old Fogey Line.  You get through quickly and they are trained to help older or disabled  people.  They are so helpful.

Question Author

Thanks, but the first box of the top 3 is already 'filled in' i.e. it has a static dot in it as though it has already been filled.

I cleared my cache of cookies (which is a bore cos it means I have to login again to many sites)


I spent an hour today talking to people of mixed incomprehensible accents & the last chap said he would send me an email telling me how to solve my problems - which of course didn't & suggested I add an app - & I don't use a smart phone !

> it has a static dot in it as though it has already been filled

Delete each dot and then put in the correct value.

Question Author

 Countrylover; That's interesting, thank you. That's a UK number I take it?


I have the app on my phone, and my tablet.

All I need to enter is my passcode...the same numbers every time. I've not done the different sequence each time in ages.

Question Author

Ellipsis: Bingo! I just tried to delete the dot, which doesn't work first time (as I've been doing) but I persisted 3 times and it cleared making me able to enter the correct number & after an SMS-sent security code number I got into my account

Fingers crossed that may have been the problem.

Thanks to all.  

Yes a UK number khandro.  Its brilliant and so useful.  I never use the main number now.

Sounds like Natwest needs to move into the 21st century and change to using card-readers, like Barclays, Nationwide et al.

A few seconds and you're into your account.

How to contact us

We have a dedicated support line set up for customers who are over 60.

It's managed by a dedicated team of Customer Care experts and is open from 8am – 8pm, 7 days a week.

Call us on: 0800 051 4176 (overseas +44 800 051 4176)

Relay UK: 18001 0800 051 4176

Our Customer Care experts will also be able to help guide you through how to register for our online and mobile banking services if you need support.

I've had a Nest West card reader for years.

^so why all the hassle with passwords, codes, SMS messages?

Glad it's sorted ...

Question Author

Countrylover: Thanks for that info. I'm over 60 & it might be useful, I've printed it out.

I too have a NatWest card reader, but they don't ask for its use, they seem to prefer SMS'

Ellipsis: Thanks again, there must be some glitch making the first square appear already filled in and the second one flashing.

I now see it needs clicking on several times to clear the box in order to insert the number. Cheers!



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