I recently changed network from 02 to ID mobile. I ported my old number over to my new SIM. Today I have found out that I am unable use my debit card to make online payments from my Co-operative Bank account. Any payments for online purchases have been declined. I have tried all the fixes suggested on the Community hub with no success. The bank have been of no help at all in advising me what is required to address the issue. I have seen that other people have experienced the same problem in making online payments with their Co-op debit cards after they moved to ID mobile but I can find no updates as to whether this issue has been satisfactorily addressed. I've only just started my contract so it isn't feasible to change phone providers. I'm at a loss as to what to do next. Wishing I'd now stayed with my old provider. Doesn't help that you can't get to speak to an actual human being!!!
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Best answer by Jackie Clowes
Please let me know how you solved the issue- I am having the same after swtching to Cooperative bank
I have managed to resolve the problem by visiting my local Co-operative Bank in person after trying all the suggestions on here without any luck. They noticed that my ability to make online payments was no longer enabled and had probably occurred when I switched to ID mobile with a new SIM even though I had retained my old number.This meant that I was blocked from receiving one time passcodes, part of Visa Secure's authentication process when using my debit card online. They reset my access rights manually and they also overwrote my mobile number to ensure it was now recognised. I was able to successfully receive the otp and make an online payment whilst in branch. I have since made several online payments without any issues. I initially tried to sort it by contacting online banking but their advice was incorrect, saying it was the phone provider who needed to "do something" although she didn't know what the "something" was !! Anyone with the same issue I would advise to visit their branch in person. I was fortunate that the guy in branch seemed to know straight away what the issue was. Shame this information hasn't been shared more widely with Co-op bank staff. Another person on here called owlsman was having the same issue. He followed my advice and went to his local branch and managed to get it sorted. Good luck, hope it's sorted soon.
+26Use the online iD web chat to speak to an iD customer adviser,
The iD advisers work until 8pm on weekdays (6pm at weekends).
Tell the 24/7 online chatbot you’d like to “talk to a person”.
+25Hi
I’m sorry to hear this, the issue is just happening with Co-operative, correct?
How long ago did you transfer your number over to us?
Tom
Please let me know how you solved the issue- I am having the same after swtching to Cooperative bank
Please let me know how you solved the issue- I am having the same after swtching to Cooperative bank
I have managed to resolve the problem by visiting my local Co-operative Bank in person after trying all the suggestions on here without any luck. They noticed that my ability to make online payments was no longer enabled and had probably occurred when I switched to ID mobile with a new SIM even though I had retained my old number.This meant that I was blocked from receiving one time passcodes, part of Visa Secure's authentication process when using my debit card online. They reset my access rights manually and they also overwrote my mobile number to ensure it was now recognised. I was able to successfully receive the otp and make an online payment whilst in branch. I have since made several online payments without any issues. I initially tried to sort it by contacting online banking but their advice was incorrect, saying it was the phone provider who needed to "do something" although she didn't know what the "something" was !! Anyone with the same issue I would advise to visit their branch in person. I was fortunate that the guy in branch seemed to know straight away what the issue was. Shame this information hasn't been shared more widely with Co-op bank staff. Another person on here called owlsman was having the same issue. He followed my advice and went to his local branch and managed to get it sorted. Good luck, hope it's sorted soon.
+24Hey there
I’ve marked your answer as the best answer
Have a lovely day both and I hope that they can fix it in-store for you
Kind regards,
Tyler
Tyler can you respond to me regarding my number being stolen and what is being done about it
+5Hi
Reply.
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