mobile banking getting locked out

Posted: Mon Jun 3, 2019 9:37pm

2 replies93 views2 members subscribed

kathy2017

Posts: 114

19 helpful points

Joined: 15 Apr 2017

I set up a non-residents account with a local bank. None of the bank staff who dealt with me spoke English. However, I managed to eventually get an account set up for payment of rent, electricity etc., I came across the mobile app for that bank and I attempted to log on using my NIE number - which was my user number and a password which the bank clerk gave me. However, I understood that I could put in my own password. I did this and I was successfully logged into my account. I quickly logged out again as I was only testing whether or not it worked However, a few hours later I attempted to log in again using the same details and my account is blocked. I can still use the ATM but I cannot get logged into the mobile or online banking applications. Has anyone experienced this problem with their Spanish non-resident accounts, or what have I done wrong?

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Posted: Tue Jun 4, 2019 9:56pm

psy1967

Helpful member

Posts: 200

216 helpful points

Location: Velez-Rubio

Joined: 29 Jun 2016

Posted: Tue Jun 4, 2019 9:56pm

It's difficult to diagnose from a distance, but the symptoms might suggest that something went wrong when you changed your password, and now you may have entered your password incorrectly too many times. If that is the case, then you might be able to click "forgotten password", "he olvidado mi contraseña", "Recuperar Clave", "Ya tengo Banca a Distancia, pero he perdido o bloqueado mis claves" or something similar. This is just the same as any UK online banking, and will probably enable you to reset by going through alternative security hurdles. You can probably switch your bank's website into English before you start if you wish.

That said, Spanish banking seems to be more branch-orientated than British banking, so you may need to go into your branch with some ID to ask them to unblock it for you. I had to ask in person at my branch to activate my debit card for online purchases for example, as that is apparently not a standard function. I have found the branch staff have been only too happy to help with whatever I have needed.

I hope that helps!

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Posted: Thu Jun 6, 2019 4:01am

kathy2017

Original Poster

Posts: 114

19 helpful points

Location: Roquetas de Mar

Joined: 15 Apr 2017

Posted: Thu Jun 6, 2019 4:01am

Thanks you are correct. It was to do with the password being reset. In the branch of Unicaja that I used none of the staff spoke English, so there was a lack of communication regarding instructions. However, after third visit the penny finally dropped with me and the password is now reset correctly and the mobile banking was up and running last time I checked. I must say though that I have never signed my name so many sheets of paper so many times.

Thanks again

Kathy