Extra authentication prompts are now working again
We have introduced a new individual refresh button that has resolved a number of security prompt related issues for our users
As many of you are aware we have been having issues with multi-factor authentication (MFA) on our site. The issue was that when banks such as HSBC ask for a unique code generated by a card reader or when a bank requires extra authentication using a number of questions asked at random (Santander etc.) our system would not allow prompts to appear for some users. This lack of prompts meant that those users who had to enter the unique code or enter additional answers were unable to enter these anywhere resulting in an error. This also caused issues for users who had been able to enter all of the answers for the set of questions asked at random as the prompts were not appearing for our system to automatically answer.
We have introduced a refresh button under the title of each account within your dashboard which allows an individual account to update without affecting any of the other accounts you have linked. This has enabled our system to generate the prompts to enter the extra details needed for the account to refresh. Other users have also been able to have various other errors fixed using this method as the refresh all link seemed to cause issues when trying to perform a manual refresh for one problem account.
We have tested this out on a number of users and had success across the board! It would be a great help if everyone who has had issues with their accounts and has service requests open with us to manually refresh the individual account and see if they too can get the prompts to appear (or to have the account refresh properly if all answers have already been stored). This may take a couple of refreshes in some instances as the process can time out on your banks site, so please be patient. Once you have tried this it is important that you let us know if this has worked for you via email or commenting on your forum post so that we can close the cases and focus on the outstanding ones who are still experiencing problems.
If you have any further questions regarding this either drop a comment below or email in and we will be more than happy to help.