Locked out of my accounts... | Motive Financial | Discussion forum

Please consider registering
guest

sp_LogInOut Log In sp_Registration Register

Register | Lost password?
Advanced Search

— Forum Scope —




— Match —





— Forum Options —





Minimum search word length is 3 characters - maximum search word length is 84 characters

No permission to create posts
sp_Feed Topic RSS sp_TopicIcon
Locked out of my accounts...
May 31, 2023
8:30 pm
Fogoguy
Member
Members
Forum Posts: 41
Member Since:
May 19, 2022
sp_UserOfflineSmall Offline

I'm confused (and a little pissed off) that I am currently locked out of my Motive accounts. Last night when I went to sign in, I was asked a security question... I have never before had to ever provide this info to sign in. Anyway, I provided the correct answer to the question, and it told me it was the wrong answer. (my answer was correct) I thought I must be losing my mind when I tried 2 more times but then was locked out. Now I must wait until 10:30AM our time to try to call them and see what's going on. (I'll likely be on hold for an hour waiting to talk to someone) Has this happened to anyone else? I don't even recall ever being asked any security questions when I signed up with Motive, so I'm a bit stressed over this. I have quite a lot of money deposited in these accounts which I am suddenly unable to access, and this makes me uneasy.

May 31, 2023
8:39 pm
HermanH
Member
Members
Forum Posts: 1177
Member Since:
April 14, 2021
sp_UserOfflineSmall Offline

I have had the question asked, but I passed the test. I don't know if the question is triggered dependant upon how long it has been since your last logged-in session.

June 1, 2023
5:19 am
Briguy
Member
Members
Forum Posts: 717
Member Since:
March 17, 2018
sp_UserOfflineSmall Offline

I find Motive Financial locks me out all the time, usually due to inactivity. I end up having to call in, and the phone queue wait isn't too long from what I remember. They seem to be more aggressive at locking out members than other banks.

June 1, 2023
7:28 am
Fogoguy
Member
Members
Forum Posts: 41
Member Since:
May 19, 2022
sp_UserOfflineSmall Offline

Yeah, what's weird is that I use these accounts almost daily. I'm not sure why I'd be locked out for providing the correct answer to a security question. This is in fact the first time that I've EVER been asked a security question. I have been trying for quite some time today to get through by phone. I keep getting a recording that I must leave a message, as there are no CS agents to take my call. So I caved and left a message, but I'm not holding my breath for a call back. An awful feeling just knowing that I have NO access to tens of thousands of dollars!

June 1, 2023
7:35 am
Alexandre
Member
Members
Forum Posts: 1125
Member Since:
November 8, 2018
sp_UserOfflineSmall Offline

I just logged to my Motive account, first time in about a month. Was not asked security question.

June 1, 2023
8:37 am
AltaRed
BC Interior
Member
Members
Forum Posts: 2922
Member Since:
October 27, 2013
sp_UserOfflineSmall Offline

Not Motive specific here, but I find that if I use a different browser or a different device to log in to the website of many financial related sites, or obviously a different IP address, it will (should?) trigger security questions and/or 2FA.

If that is the situation, that is a good security move since a change of browser and/or device and/or IP address could mean hacking or stolen access credentials. I welcome that kind of intervention.

P.S. Is it not a bit excessive to be fearful of being locked out temporarily? One does not access their accounts while one sleeps, or is at work, or in the midst of driving down the freeway....so there are broad stretches of everyday time when all sorts of other nefarious things could be occurring without one's knowledge.

June 1, 2023
9:29 am
Fogoguy
Member
Members
Forum Posts: 41
Member Since:
May 19, 2022
sp_UserOfflineSmall Offline

AltaRed said
Not Motive specific here, but I find that if I use a different browser or a different device to log in to the website of many financial related sites, or obviously a different IP address, it will (should?) trigger security questions and/or 2FA.

If that is the situation, that is a good security move since a change of browser and/or device and/or IP address could mean hacking or stolen access credentials. I welcome that kind of intervention.

P.S. Is it not a bit excessive to be fearful of being locked out temporarily? One does not access their accounts while one sleeps, or is at work, or in the midst of driving down the freeway....so there are broad stretches of everyday time when all sorts of other nefarious things could be occurring without one's knowledge.  

Nope, I was using the same device I always use, and the same browser, the same everything.

And to reply to your postscript, no, I don't think that it's "a bit excessive" to not be able to access large amounts of money when we want/need to. And I'll add here that I have been trying to reach someone, anyone, at Motive for hours now, by phone and email, and have left messages and... nothing. Why would anyone be OK with this? I'd even feel a wee bit better at this point if the janitor picked up my call. And it might be worth remembering too that I provided the correct answer to the security question, spelled correctly, and I was still locked out of my accounts. Anyway, I said above that I was not hopeful that anyone would get back to me any time soon, and it's now been three and a half hours and... crickets.

June 1, 2023
9:52 am
HermanH
Member
Members
Forum Posts: 1177
Member Since:
April 14, 2021
sp_UserOfflineSmall Offline

Fogoguy said
And it might be worth remembering too that I provided the correct answer to the security question, spelled correctly, and I was still locked out of my accounts.

Any chance you might have accidentally left the CAPS Lock button activated? I've done that.

I just tried to call into my BNS account and fumbled the keypad. I got locked out after one error. They didn't even give me a second attempt. At least they offer 24/7 service and unlocked after the rigamarole.

June 1, 2023
10:16 am
Fogoguy
Member
Members
Forum Posts: 41
Member Since:
May 19, 2022
sp_UserOfflineSmall Offline

HermanH said

Fogoguy said
And it might be worth remembering too that I provided the correct answer to the security question, spelled correctly, and I was still locked out of my accounts.

Any chance you might have accidentally left the CAPS Lock button activated? I've done that.

I just tried to call into my BNS account and fumbled the keypad. I got locked out after one error. They didn't even give me a second attempt. At least they offer 24/7 service and unlocked after the rigamarole.  

Nope, no CAPS. But the mystery has been solved! After a full four hours I finally got to speak with a human, who told me what I suspected... that it was a glitch in their system... I was doubtful that I had ever had this whole security questions thing offered to me when the accounts were set up a couple of years ago, but last night when the question popped up, I just naturally answered the question. So yes, I provided the correct answer, but Motive had no way to know if it was correct or not, as there was no record of it in their system. So it just came up as "wrong answer, please try again", which I entered again, (in case I was half asleep!) and was locked out. Anyway, they apologized for the mix-up and assured me that they were working to fix this known issue. So all is good with my accounts now, but there's got to be a way to not have to make your customers wait for someone to speak with for 4 hours. That's just nuts.

June 1, 2023
11:58 am
AltaRed
BC Interior
Member
Members
Forum Posts: 2922
Member Since:
October 27, 2013
sp_UserOfflineSmall Offline

Fogoguy said
And to reply to your postscript, no, I don't think that it's "a bit excessive" to not be able to access large amounts of money when we want/need to. And I'll add here that I have been trying to reach someone, anyone, at Motive for hours now, by phone and email, and have left messages and... nothing. Why would anyone be OK with this?   

I wasn't suggesting why anyone would/should be OK with being locked out and not being able to either get hold of someone or be able to do a password reset However, these things do happen, such as an institution's website going down or loss of the Internet or loss of the cell network.

I am intentionally blind (for 2-4 weeks) to all* of my financial accounts when I am out of country because I won't login from a foreign IP address and have to go through all the authentication hoops FIs usually puts one through when from a foreign location.

* the one exception I make is credit card accounts for the specific cards I use when travelling, so as to see if ongoing charges are right, or whether there might be credit card skimming... particularly in the USA where they still don't use PIN access for the most part. That is a whole separate issue about USA POS transactions.

June 2, 2023
5:41 pm
greyowl
Member
Members
Forum Posts: 6
Member Since:
January 10, 2019
sp_UserOfflineSmall Offline

For future reference, Motive has a 24/7 7 days a week tech service which can reset your password or deal with any login or tech related issues. This is also where you phone if you lose your debit card. The phone number is 866-673-3918. Often, you have to leave your phone number. Usually, they will phone back within 15 mins. When they are very busy, it could be an hour. They are very helpful.

August 5, 2023
4:03 pm
Lamaison
Member
Members
Forum Posts: 25
Member Since:
August 29, 2019
sp_UserOfflineSmall Offline

greyowl said
For future reference, Motive has a 24/7 7 days a week tech service which can reset your password or deal with any login or tech related issues. This is also where you phone if you lose your debit card. The phone number is 866-673-3918. Often, you have to leave your phone number. Usually, they will phone back within 15 mins. When they are very busy, it could be an hour. They are very helpful.  

I just went thru calling this number - the call back was fairly quick but they were unable to figure out what the problem was. When attempting to login (twice carefully) all I got was some kind of "access denied" message which they couldn't explain. The only advice I got was to try again tomorrow when the problem may have reset itself. Time will tell ........ sf-confusedsf-confused

August 6, 2023
5:37 pm
Lamaison
Member
Members
Forum Posts: 25
Member Since:
August 29, 2019
sp_UserOfflineSmall Offline

Same "access denied" message again when trying to login today. Sounds like I need to wait in line calling the regular number in a couple days after the long weekend to see if they can figure out the problem. sf-frownsf-frown

August 6, 2023
5:52 pm
UkrainianDude
Member
Members
Forum Posts: 67
Member Since:
November 19, 2022
sp_UserOfflineSmall Offline

Lamaison said
Same "access denied" message again when trying to login today. Sounds like I need to wait in line calling the regular number in a couple days after the long weekend to see if they can figure out the problem. sf-frownsf-frown  

Which device and browser are you using? Try windows computer and edge or chrome browser.

August 6, 2023
8:45 pm
Lamaison
Member
Members
Forum Posts: 25
Member Since:
August 29, 2019
sp_UserOfflineSmall Offline

UkrainianDude said

Which device and browser are you using? Try windows computer and edge or chrome browser.  

Using Desktop Windows 10 Chrome. Last signed in with no problem less than a week ago. Staff on the 24/7 number mentioned above had no idea what the problem might be.

August 8, 2023
5:54 am
savemoresaveoften
Member
Members
Forum Posts: 2898
Member Since:
March 30, 2017
sp_UserOfflineSmall Offline

I just tried to log in and other than it asks me to change/update my password, its fine.
The new password req is min 12 characters !

August 8, 2023
7:16 am
cgouimet
Member
Members
Forum Posts: 1477
Member Since:
February 7, 2019
sp_UserOfflineSmall Offline

savemoresaveoften said
I just tried to log in and other than it asks me to change/update my password, its fine.
The new password req is min 12 characters !  

With Upper, Lower, Numeral and Special characters I'll bet!

An incentive to bringing back some of my fellow managers with all their logins and passwords on the front cover of their walk-around notebooks ... 🙂

CGO
August 9, 2023
12:03 am
Lamaison
Member
Members
Forum Posts: 25
Member Since:
August 29, 2019
sp_UserOfflineSmall Offline

So after 3+ days of not being able to do anything and almost 2 hours on hold I got thru to Customer Service who had no idea what might have caused the "denied access" problem. Within the last 2 or 3 months I had changed my password and added using a second security code texted to me at time of sign in, which had worked with no problem as recent as last week. They didn't seem to know what had caused this problem - gave me a one time password to sign in and change my personal password again. Rather frustrating - hope things work for awhile now!!! While on hold, the messages I heard many, many times stated that the timeframe for a callback (rather than waiting on hold) would be 1-2 days - and then you have to hope that you're available then and that there isn't a weekend coming up. Hope nobody ever has a real serious problem of some kind - could be very stressful!!

December 4, 2023
12:06 pm
chris123
Newbie
Members
Forum Posts: 2
Member Since:
December 4, 2023
sp_UserOfflineSmall Offline

I had a great customer service rep that fixed my account. If the issue was not the password, it's because your 2FA got locked out. That needs to be reset. It was immediately fixed.

If the issue is the 2FA being locked out, resetting the password won't fix your problem.

December 4, 2023
12:41 pm
cgouimet
Member
Members
Forum Posts: 1477
Member Since:
February 7, 2019
sp_UserOfflineSmall Offline

chris123 said
I had a great customer service rep that fixed my account. If the issue was not the password, it's because your 2FA got locked out. That needs to be reset. It was immediately fixed.

If the issue is the 2FA being locked out, resetting the password won't fix your problem.  

Was that from too many failed 2FA attempts?

CGO
No permission to create posts

Please write your comments in the forum.