Blog | G5 Cyber Security

Bank Password Reset Issue

G5 Cyber Security

TL;DR

Your bank is letting you log in with a password different from the one you set. This is a serious security risk! Here’s how to fix it, report it, and protect your account.

What’s Happening?

This usually means there’s a problem with the bank’s system – either a bug in their software or a potential security breach. It could also be due to incorrect caching of your password on their end, or an issue during a recent account update.

Step-by-Step Fix & Reporting

  1. Immediately Change Your Password: Even though it’s not working as expected, try changing your password through the bank’s official website or app. Use a strong, unique password (at least 12 characters with a mix of letters, numbers and symbols).
  2. Check Account Activity: Log into your online banking account and carefully review all recent transactions for anything suspicious. Look for unauthorized payments or transfers.
  3. Contact the Bank Directly: This is the most important step. Do not use a phone number found on social media or in an email. Use the official contact information from the bank’s website (usually under ‘Contact Us’ or ‘Help’). Explain the issue clearly – that you can log in with a password you didn’t set.
    • Ask them to investigate immediately.
    • Get a reference number for your report.
    • Confirm what security measures they are taking to resolve the problem.
  4. Enable Two-Factor Authentication (2FA): If the bank offers 2FA, enable it right away. This adds an extra layer of security by requiring a code from your phone or email in addition to your password. 
    (Example: Many banks offer SMS codes, authenticator apps like Google Authenticator or Authy.)
  5. Monitor Your Credit Report: Regularly check your credit report for any signs of identity theft. You can get a free copy from each of the three major credit bureaus (Experian, Equifax, TransUnion) once a year.
    • UK residents can use services like ClearScore or Experian’s free credit check.
  6. Consider Reporting to Financial Fraud Action UK: If you suspect fraud, report it to Financial Fraud Action UK at https://www.financialfraudaction.org.uk.

Technical Checks (If You’re Comfortable)

These steps are optional and for more technically-minded users.

  1. Clear Browser Cache & Cookies: Sometimes, old cached data can cause login issues. Clear your browser’s cache and cookies.
    • Chrome: Settings > Privacy and security > Clear browsing data
    • Firefox: Options > Privacy & Security > Clear Data
    • Safari: Safari > Preferences > Privacy > Manage Website Data
  2. Try a Different Browser: See if the issue persists in another browser (e.g., Chrome, Firefox, Edge). This helps determine if it’s a browser-specific problem.
  3. Check for Malware: Run a full scan with reputable antivirus software to rule out malware interfering with your login process.

Important Reminders

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