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Nectar account blocked for security reasons

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  • Drolma-la

    This isn’t exactly a BA issue, but it is if you’re collecting Nectar points with a view to converting them to Avois. On Friday I had an error message from Nectar’s App and website:

    ————
    Your account is not available right now
    For security reasons, your account is currently blocked. To access your account again, please contact our team on Nectar Live Chat.
    Error code: 7135JSO
    ————

    On Friday, Saturday and again today Nectar’s Live Chat people have told me first that my account is not blocked and second that they’ve referred the problem on to their backend team. Today they further clarified that the backend team will take 2 weeks to a month to get around to looking into the issue.

    Has anyone else experienced this?

    Mick S

    yes, same here. It’s driving me mental.
    To be fair to the “front line”, they do what they can – they reset the password at their end, checked things out. reset the password my end, confirmed email addresses ok. They told me everything looks good, but the issue still persists.

    I’ve now given up hope. Just another company with crap IT systems and mediocre staff that cant’ really be arsed. It’s everywhere I’m afraid. Anything that isnt simple to fix nowadays just gets pushed aside.

    Mick S

    their “backend” team will be a bunch of numpties, working at home in the PJ’s or onesies, and doing NOTHING.

    TJ

    Interesting. I’ve had the same problem for the last 2 weeks, but only when using an iPhone (I could still access my account using my desktop). I escalated the issue and was informed it would take 28 days to resolve! Needless to say, I then escalated the escalation as 28 days is ridiculous. The error code is apparently connected to using a VPN, but this was disabled on my iPhone (but worth checking in your situation).

    Anyway, today I spent a bit of time trying to self-diagnose the issue as the error was still there. I wanted to check if this was a specific issue with my iPhone so I logged-in using Safari on another iPhone which worked fine. When I then went back to my iPhone it was also working fine again. I have no idea whether how this was fixed, but no-one from IT has been in touch. Might be worth trying to log-in from someone else’s device to see what happens.

    • This reply was modified 53 years, 1 month ago by .
    chrism20

    Same situation here.

    They have asked for my IP in order to try and fix it.

    I’m at two weeks now without access.

    It seems very similar to when my Accor account kept getting blocked for redemptions which appeared to Award Wallet causing the problems

    Tracy100

    Exactly the same for me. They have said my account is not blocked!

    janed9388

    me too, been on the chat with them today and they have escalated and it’ll be sorted out ‘soon’ – very helpful.

    DanGK

    Same here. Took two calls to eventually get the back office team to email me. Sent my IP address.

    smm

    Same on my iPhone has anyone had it on PC or android? Apple introduced a new feature a while back that acts a bit like a VPN I wonder is that triggering their system to not allow logins to loads of accounts that may seem to come from one IP or something as a result of that?

    Molly

    Same for player 2. Nectar said it was due to use of a VPN. I can log on using the app or web page, player 2 just receives the same error as stated above. Tried mobile on data still no joy. Currently waiting the 28 days for a response from Nectar. Points are safe as completed a transaction in Sainsbury and points were ok on the receipt. I use android and windows

    Mouse

    Same. Annoying af. Maybe they outsourced their IT to the useless ***** at BA when they joined forces on avios.

    Sam

    Same here, not just on iPhone but pc too with no vpn. On iPhone, doesn’t work on edge or safari

    I’ve had two emails from the back end team. No movement yet. BB is sky and phone is Plusnet/Ee

    I was using AwardWallet but have disabled the refresh

    • This reply was modified 53 years, 1 month ago by .
    Nomad

    And that’s what happened to my Sainsbury’s account in fact.

    points_worrier

    Happened to me. Turns out I was using my nectar password, not my Sainsburys password to access. Which apparently you need to do. Sorted now.

    Reney

    So relieve that I am not the only one. It has been 2 weeks for me, blocked on my devices for 2 accounts…

    Nomad

    It’s one ID now. And obviously they made a mess of merging

    Toppcat

    I’m having the exact same issue. Windows, android and iOS. Originally asked if I was using a VPN, but haven’t heard anything back since confirming not. I am coming up on 28 days since raising the issue, with no resolution.

    I had just transferred 50k avios to nectar, and would quite like access to them!

    Toppcat

    It’s one ID now. And obviously they made a mess of merging

    Yes – it does seem likely to be some sort of issue relating to this merger. So frustrating that they seem to have no idea what is causing the issue.

    Mick S

    It’s one ID now. And obviously they made a mess of merging

    Yes – it does seem likely to be some sort of issue relating to this merger. So frustrating that they seem to have no idea what is causing the issue.

    Merging of Nectar / BA, or Nectar / Sainsburys?

    chrism20

    I don’t think it’s anything to do with the migration to single sign in as that took place in September 2020.

    Any problems should have been uncovered long before now if that was the issue.

    Nomad

    I don’t think it’s anything to do with the migration to single sign in as that took place in September 2020.

    Any problems should have been uncovered long before now if that was the issue.

    Unless it was triggered by a recent Apple change in security

    Sam

    Failing on my windows pc too so prob not an Apple change

    EwanG

    Been trying for a week to get this resolved.
    Same excuses and next steps as others have outlined above.
    Last week blamed on using non-UK IP address (evidence provided to refute that. Todays chat done when I was on an NL IP address (corp laptop routing me through there today) but not flagged as being the problem!
    They did take the mobile number as blamed 2FA, despite it already being set up with email. Didn’t resolve and sitting with their backend team again!
    Useless!

    JVFINN

    Add me to the list, contacted Nectar via twitter and they quoted 28 days to resolve. Can’t login to Sainsbury’s account now either and I am blocked from there. Hoping this issue is more widespread as the support team in India, go through the same issues, saying you are not blocked.
    I have tried changing passwords etc but still no change. They blamed Apple security and recommended I should use a pc or Android phone (which i don’t own) but searching the web there are many users locked out having issues with Nectar. They don’t acknowledge this though as that would generate negative headlines.

    JVFINN

    I set up a new Nectar account and Sainsbury’s account on my laptop and i can login on my phone and mac.
    I’m still unable to access my old accounts
    It’s definitely an issue with Nectar disabling accounts for some security reason and i agree that 28 days is a rediculous amount of time to wait. Glad I didn’t have many points in my account.

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