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Nectar account blocked for security reasons

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  • jjoohhnn

    I’ve also had this problem for a while online… Error code: 7135JSO but the app worked fine. This morning when I fired up the nectar app, I was logged out and can’t log back in for the same reason. This is going to affect my avios earning without the bonus offers!!

    I can’t login to the Sainsburys website either for same reason (which has a different username). That is still working on the Sainsburys app though..

    I wondered if the Nectar account not working was in someway related to it being linked to my BA account. For a while I also couldn’t login to shopping.ba.com but that seems to be working again now!

    Do HFP have any nectar contacts they can prod I wonder?

    john

    jjoohhnn

    Actually. I’m wrong.. the shopping.ba.com website does still have a problem. I have auto-convert nectar->avios set up but don’t seem to be able to turn it off as I can’t login. Does anyone else have this? Are you able to access this website or do you get errors?

    https://exchange.shopping.ba.com/partner/nectar

    I get either a 400 error or an oauth.baplc.com problem..

    yorkieflyer

    I’ve also had this problem for a while online… Error code: 7135JSO but the app worked fine. This morning when I fired up the nectar app, I was logged out and can’t log back in for the same reason. This is going to affect my avios earning without the bonus offers!!

    I can’t login to the Sainsburys website either for same reason (which has a different username). That is still working on the Sainsburys app though..

    I wondered if the Nectar account not working was in someway related to it being linked to my BA account. For a while I also couldn’t login to shopping.ba.com but that seems to be working again now!

    Do HFP have any nectar contacts they can prod I wonder?

    john

    try tweeting Nectar, I’ve been told that its because there is a difference in security data between my Sainsburys and Nectar accounts, referred to back office and warned of wait of up to 28 days. Unable to login after linking my Sainsburys account

    Zook

    I too had the dreaded 7135JSO error last week, blocking access to my Nectar account. Described my problem on Nectar’s Live Chat on my laptop and, although they were extremely helpful, I didn’t hold out much hope as they escalated the problem to the technical IT team.

    When asked if there was anything else they could do at the end of the call, I mentioned that it was unlikely that I would make the necessary 400 Nectar points to get autoconverted to Avios this month, so they asked me for a copy of the BA competition details (which surprisingly I had from when I applied in February) and they agreed to top up my Nectar points for this month, so that I will make the threshold.

    The downside is that I was on Live Chat for an hour altogether. Surprisingly I was also able to log into my Nectar account after 2 days and the 7135JSO error has now disappeared for me.

    MattH

    Another “7135JSO” victim here!

    What is happening? Is it Awardwallet? Is it a db merge error?

    Now I now have a Nectar login id and password which in theory is defunct, I have a “Sainsburys” login and password, and a “Sainsburys Bank” login and password.

    What an utter shambles.

    On the phone, I was told a 28 day resolution time, then 24 hour time, and then told try in 25 minutes. 2 of the 3 durations have elapsed…and it still doesn’t work.

    chrism20

    My official 28 days is tomorrow. I asked them at what hour tomorrow I can expect full, unhindered access to my accounts and received the following.

    “Sorry Chris but the team are still looking into this. You’ll be contacted daily once there’s a resolution. We do advise issues like this are typically resolved within 28 days, but it can sometimes take a bit longer. Thanks for your patience”

    My patience is seriously running out.

    jjoohhnn

    Another “7135JSO” victim here!
    What is happening? Is it Awardwallet? Is it a db merge error?

    I do have an account at sainsburys / sainsburys bank / sainsburys energy with the same e-mail address but my nectar e-mail is different!

    I think my issues only started after I linked my BA and Nectar accounts for auto converting

    davefl

    Another “7135JSO” victim here!
    What is happening? Is it Awardwallet? Is it a db merge error?

    I do have an account at sainsburys / sainsburys bank / sainsburys energy with the same e-mail address but my nectar e-mail is different!

    I think my issues only started after I linked my BA and Nectar accounts for auto converting

    It’s very random. Mine just started one afternoon, (I dont have auto update via award wallet so that’s not the culprit) I’d made no changes. Their whole OneId thing is up the swannee and they have no idea how to put it right.

    I now have 2 sainsburys/nectar apps on my phone, the one to shopand scan works but it has a different password to my nectar account and sainsburys account, which all allegedly use One ID and the same email address. The nectar password works with its correct password (not the same as sainsburys after I reset it from within the app) but only on the web from laptops, not the phone. Even logging in from chrome on the phone is blocked. The sainsburys account and the scan and shop have different passwords but both work on the laptop and phone.

    Just tried installing nectar on my tablet and that’s blocked too. So it’s not device related for me, it’s “android/mobile device” only and specific to the nectar app. Everyone seems to get different combos of failure.

    Farce thy name is Nectar.

    Nomad

    Just received an email from the technical team. Their solutions is for me to try to log in using other devices, other browsers and turn off the VPN.
    So it is safe to assume that they have no clue what is going on. Staggering incompetence from a big company like Sainsbury’s
    I wonder if data breach/users data mishandling scandal is coming

    Barraclough

    I’m not sure if what follows adds much but it’s good to tell of our trevails and if others add to this thread it should be useful to gauge the extent to which Nectar accounts are blocked.

    I’ve been locked out of Nectar and Sainsbury’s accounts for the best part of two months. About 15 phone calls or chat contacts made no difference to getting it sorted.

    I lost access apparently because we used a virtual private network (VPN) but I removed that and cleared the caches, and did all the recommended advice from Nectar. When I contacted the chat line they promised faithfully that everything would be sorted within 24-hours but this has not happened.

    After quite a few attempts to sort it I closed my Nectar card and transferred the points to a newly opened one in my wife’s name. But when she tried to access that account on the web and through the app it was also blocked. We’ve also tried to open a new Nectar account with different email addresses but again those were blocked, even before they were fully open.

    We would simply use another supermarket but we want to have the facility to transfer between Avios and Nectar. Hopefully one day soon it will be rectified.

    Barraclough

    Just received an email from the technical team.

    I’ve just noticed this. Do you have a direct contact for the technical others might be able to use?

    Toppcat

    I was well over my 28 days, so sent an email to the technical team to chase, and got the following reply today. It seems that they are at least aware that this is an issue across a ‘small number’ of accounts, and not an isolated incident.

    ————————————

    Thank you for your recent contact regarding your online account.

    I’m really sorry this has not been resolved for you yet.

    This has occurred on a small number of other customers accounts, so our technical team have been investigating this at the highest priority.

    I don’t have an update from our support team as of yet, but as I could see you had been waiting for this issue to get resolved for a while now, I wanted to assure you that this is still on our priority list.

    We have been monitoring and fixing the new system we use each day, but in cases like this it does sometimes take longer than expected.

    Please be rest assured we will contact you as soon as the technical support team have rectified the matter.

    Thanks again for your patience.

    Kind Regards,

    Toppcat

    Just received the below. Logged in with no problems. Hallelujah!

    ————————————

    Thanks for getting in touch regarding the issue you had accessing your online account.

    We’ve investigated this matter and the issue has now been resolved so you should be able to access your account without receiving any error.

    I’m sorry for any inconvenience caused. If you have any other matter you would like to discuss please contact the Nectar Helpline on 0344 811 0 811 (Weekdays 9am to 5.30pm and Saturdays 9am to 5pm). Alternatively, you can reach us through our online chat facility.

    Kind regards

    Daisymaisy

    After over 7 weeks of being locked out of my account and having almost lost hope I received the same email as Toppcat today and normal Nectar service has resumed. Glad I didn’t end up sending the stroppy/sarcastic email I had drafted yesterday… Maybe they have finally cracked the problem and the apology emails will now be rolled out to everyone.
    Interestingly, I disabled my nectar account in Award Wallet yesterday but I am in no mood to test the water by reactivating it…

    • This reply was modified 52 years, 11 months ago by .
    chrism20

    Yes mine appears to be fixed as well but I ain’t done with them over their attitude

    Mick S

    After over 7 weeks of being locked out of my account and having almost lost hope I received the same email as Toppcat today and normal Nectar service has resumed. Glad I didn’t end up sending the stroppy/sarcastic email I had drafted yesterday… Maybe they have finally cracked the problem and the apology emails will now be rolled out to everyone.
    Interestingly, I disabled my nectar account in Award Wallet yesterday but I am in no mood to test the water by reactivating it…

    I’m working again on multiple browsers.
    The bad news, AwardWallet reports “unknown error” though

    davefl

    Just received the below. Logged in with no problems. Hallelujah!

    ————————————

    Thanks for getting in touch regarding the issue you had accessing your online account.

    We’ve investigated this matter and the issue has now been resolved so you should be able to access your account without receiving any error.

    I’m sorry for any inconvenience caused. If you have any other matter you would like to discuss please contact the Nectar Helpline on 0344 811 0 811 (Weekdays 9am to 5.30pm and Saturdays 9am to 5pm). Alternatively, you can reach us through our online chat facility.

    Kind regards

    Same this morning, 16 days after logging the issue via twitter.

    Sam

    40 days since I logged it here but good it’s working again

    janed9388

    mine seems to be working as well but I hadn’t contacted them since I knew from you all that it was fairly pointless – they must have worked out the problem and fixed it for all – about time.

    jjoohhnn

    I have an e-mail from nectar this morning asking for my IP address! However it logs in ok now on the website and my phone. I have asked if they did something to fix and what it was so I can suggest it in future 🙂

    Mouse

    Mine’s working again too!

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