What should I do if User's bank account appears to be blocked?

When a User enters an incorrect password several times, access to their bank account can be locked by the bank in exactly the same way as if they were logging directly into the website (which is, in practice, what they are doing).

The number of attempts that each User is permitted will vary by Bank but we tend to suggest that three times is a standard limit to the attempts.

If this happens, ask the User to try logging into their account via their bank’s website. If they are unable to login, this means the bank has locked them out and they will need to contact the bank to unlock their account.

Once unlocked, the User should log out from online banking before attempting verification again.

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