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Locked out of Barclays online and app account

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  • slliw

    Applied for my card during the second batch when the Rob bonus 5k Avios was promised. Applied for the paid card received bonus hit the target and downgraded to the free card. All was well and then on the 6th July tried to log into the app and it as told error contact customer services. Tried to log on to the website -error code contact customer service. I suspected maybe fraud was detected on my account so contacted Barclays. Barclays said there was no Fruad so reset my account and told me to the delete and reinstall the app. To cut it short it’s been 11 days and counting and nobody in Barclays can get me back into my online account or app. It’s so bad that they are sending me statements in the post until they can resolve this.

    Customer service has been beyond a joke. Was initially told that there was a mismatch between their legacy system and newer system but this turned out to be untrue. Received a text from Barclays apologising and advised I use ‘the app’ in the meantime. The same app that no longer allows me to log in. What kind of banking system locks someone out of their own account for 11 days with no resolve forthcoming?

    Only mentioned it on here as they said I’m not the only one affected.

    slliw

    20 days and counting and still can’t access the app or website.

    ChrisMc

    What a shambles this card is.

    9 times out of 10, I can’t log in to the app. Get an error code 0002. Registration won’t complete, sp even if I do get there it’s not fully functional. Plus the card is being declined without exception online.

    I’ve now made 9 calls to various parts of Barclaycard (with a total time on hold hold over 6 hours across them – listening repeatedly to prompts to ‘Use chat in the app – it’s faster’, while it’s not available in my app). And. I’m precisely no.further on.

    Never held such a shambolicly run card before, let alone one I’m paying £20 a month for.

    Still, HfP would have got a referral fee, I suppose. But this experience makes me much less likely to trust HfP recommendations, I’m afraid. Reading the main site, you’d think the sun was shining everywhere in the world of Barclaycard. Come to the forums and it’s very different…

    • This reply was modified 52 years, 9 months ago by .
    JDB

    @ChrisMc sorry to hear about your issues, but the card seems to be working well for most people now and they are spending successfully as many report getting their SUBs and upgrade vouchers. The positives seem to outweigh the haters now!

    Many who had issues with the app have reported that deleting it and downloading it again resolves the issue. Otherwise, if you have children get one of them to sort it out; much quicker and more efficient than any help desk.

    VerdantBacon

    Everything about the BarclayCard experience has been very good for both myself and player 2. No issues applying, spending, paying off the card and generally using the app. Presents some very interesting methods of enhanced points collections too. Couldn’t be happier with this product to be honest.

    Dudulle

    Try to call the fraud department, not customer service. I had the same error message when I had to call them.

    ChrisMc

    Thanks all for the constructive posts. Maybe I’m just unlucky here – and joined this thread as it’s a similar experience to the OP.

    There have been multiple attempts at re-downloading the app, de-registering, re-registering, calling the internet service desk and the fraud team.

    As I write now, I have to call the fraud team each time I want to make an online transaction. They manually approve it for me in real time. Fraud’s depts opinion is that the app registration flow isn’t going far enough to activate 3D Secure, hence the declines. So they say it’s one for the internet service team. Handily, the internet service team is only open Monday to Friday as no-one would need support for an app over a weekend, obviously.

    But genuinely pleased to hear the service has improved generally.Thank you all. I’m still slightly spitting feathers with frustration, but here’s hoping I can get it resolved early next week…

    doctorblind

    What a shambles this card is.

    9 times out of 10, I can’t log in to the app. Get an error code 0002. Registration won’t complete, sp even if I do get there it’s not fully functional. Plus the card is being declined without exception online.

    I’ve now made 9 calls to various parts of Barclaycard (with a total time on hold hold over 6 hours across them – listening repeatedly to prompts to ‘Use chat in the app – it’s faster’, while it’s not available in my app). And. I’m precisely no.further on.

    Never held such a shambolicly run card before, let alone one I’m paying £20 a month for.

    Still, HfP would have got a referral fee, I suppose. But this experience makes me much less likely to trust HfP recommendations, I’m afraid. Reading the main site, you’d think the sun was shining everywhere in the world of Barclaycard. Come to the forums and it’s very different…

    I’m having the exact same issue! Spoke with the social media team and they deleted my app and I re-registered, but it still hangs at the end of the registration and I get the error message more often than not, and no chat or way to check avios points. Contacting them via social media (Twitter) rather than trying to navigate the truly horrendous automated system seems to be a little more stress free! They said to give the app a week or so as some things aren’t available immediately… we’ll see.

    My payments were manually approved as the authentication wasn’t working. The person on the end of the phone did say they were aware of this issues with the avios card and that the team were working on a fix to be ready in the next couple of days. Whether that’s the truth or not, who knows!

    ChrisMc

    @doctorblind misery loves company 😉 Hope you get things resolved one way or another too.

    Just come off a 90-minute call with the internet help desk. They’ve tried everything they know how to, and still no dice. It’s been escalated as an issue, and I’ve been told it’ll be looked at by developers over the next couple of days. So fingers crossed.

    Will update here if I hear anything/if it gets fixed.

    One thing I should say (and should have said) is that everyone I’ve spoken to at Barclays (and there are many) have been very professional, courteous and have done everything they can to try to help. Software they’re working with sounds pretty flaky still though….

    • This reply was modified 52 years, 9 months ago by .
    slliw

    Its been 27 days for me with no access to the website or the app. They said it could take up to 65 days to resolve so I have stopped using the card for now. Each time I call they say there is nothing they can do other than for me to wait for it to be resolved.

    ChrisMc

    An update from Barclaycard. Not what I wanted to hear, obviously, but at least they’re upfront about it and had the courtesy to respond..

    Text received this afternoon:

    This is a message from the Barclays Digital Team. You recently made us aware that you were experiencing issues with error code 00002 in the Barclaycard app. This is a known issue impacting some of our customers that we are actively investigating, our technical teams are working on a permanent fix. There is no current workaround or a timescale for a resolution. In the meantime you will need to manage your account via Barclaycard online or telephony services. Thanks for your patience, your Barclays Digital Team.

    Whether this means I’ll still need to continue to call their fraud team to approve online transactions remains to be seen. But at least I know I can’t rely on the app having full functionality for a while. Can live with that.

    awolf

    My partner has the exact same issue. Error 00002 more often than not and even when she gets in, there is no option to view her avios at all or her progress towards spending targets. She had her first statement recently and the avios for her initial spend did post to her BAEC account right on schedule. We’ll see what happens with the SUB…

    She contacted CS as well but didn’t receive this text. Thanks for sharing 🙂

    Thrillington

    My partner has the exact same issue. Error 00002 more often than not and even when she gets in, there is no option to view her avios at all or her progress towards spending targets. She had her first statement recently and the avios for her initial spend did post to her BAEC account right on schedule. We’ll see what happens with the SUB…

    She contacted CS as well but didn’t receive this text. Thanks for sharing 🙂

    I’ve had the same – this week the app *finally* started working properly for me – few 00002 errors, can see Avios etc and full functionality. I think there’s a bug with activation where folks essentially get locked out – not sure if it was the hour I spent on the phone last week to try and get 3DS/2FA sorted (agents couldn’t do anything) – but after they corrected a postcode discrepancy things started working 24-48 hours later (including Apple Pay.)

    slliw

    I finally got them to resolve the app issue for me after 36 days of no access. They have confirmed that the online web account BC422 error code is impacting some other users and that for now, I will only be able to use the app till this is resolved. I managed to get £200 compensation from them for the inconvenience which they added as credit to my account, a bit annoying as I had just paid off my statement bill an hour before they agreed to it.

    Devils Advocate

    Thanks all for the constructive posts. Maybe I’m just unlucky here – and joined this thread as it’s a similar experience to the OP.

    There have been multiple attempts at re-downloading the app, de-registering, re-registering, calling the internet service desk and the fraud team.

    As I write now, I have to call the fraud team each time I want to make an online transaction. They manually approve it for me in real time. Fraud’s depts opinion is that the app registration flow isn’t going far enough to activate 3D Secure, hence the declines. So they say it’s one for the internet service team. Handily, the internet service team is only open Monday to Friday as no-one would need support for an app over a weekend, obviously.

    But genuinely pleased to hear the service has improved generally.Thank you all. I’m still slightly spitting feathers with frustration, but here’s hoping I can get it resolved early next week…

    My card was fine, but my wife had the same thing. I think it was something to do with they didnt have her mobile number on file (despite adding when she applied!) and consequently she wasnt getting the 2 Factor Authentication (2FA) texts from websties. We spent hours on hold, explaining it, and getting it fixed. It wasnt fixed, until we fired an email off to the Barclays CEO website. I know he doesnt read it, but it got it fixed and some compo!

    tracyroofe963@gmail.com

    I’m not sure if I’m pleased to read that others are having the same issues as me in that I cannot access my barclaycard account on line at all. This has been going on for over 4 weeks now, as others say a real shambles that a respected brand cannot get the system to work with no timeline or fix date in sight. Come on Barclaycard you should be able to do better than this, first issues with cards not being received, then problems with Apple Pay, now this and we are all still being charged £20 per month for a product/system not yet fit for purpose. You could of course update your paper statements so people can track their progress towards the magic 10K spend – hang on though this will probably lead to many account closures once achieved – this is certainly my plan.

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