bisa secure payments being declined as mobile switch is thought false

Hi ​@owlsman 

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. Is your 

Hi ​@Jackie Clowes  so glad you managed to get this sorted with your bank! Thank you for the update.

Hi Jackie

That is fab news!

Looks like I will be paying my bank a visit then, as (as you say) the telephone staff just blame the mobile provider when it is obviously a bank issue. I think the issue does need spreading, I might joing the MSE forum and put a post on there.

So pleased for you 😊

I went in to my local branch at the Weekend, and finally got it sorted.

The branch manager admitted that he had never seen a case of this kind before, plus also said that this would not have been rectified online or by telephone.

He had to go on to the global Visa network and unable and re-enable my cards, re-enter my mobile number and setup a password.

I did a purchase while I was there, and OTP came through no problem.

Hi ​@owlsman 

Pleased to hear you've finally got it sorted. It's a worrying situation when you've just entered a new contract. I find it hard to believe that there's only a handful of people who've experienced this. These specific issues with Visa Secure really need to be shared more widely in particular the telephone banking  agents and also the technicians/agents at ID mobile. The current advice/troubleshooting offered to customers is ineffective with this very specific issue. Hopefully anyone else encountering the same issues in the future can benefit from the advice we've shared.

Couldn’t agree more with everything you have wrote. Both the Bank and ID just passed the book, due to lack of knowledge.

 It is now obvious there is an issue with the switching process with the Cooprative Bank.