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

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.

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.

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.

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.

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 ........

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.   

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

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 !

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!!

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?