Hi,
I’ve just started to use Safezone for my on-line banking. I use two different banks and Safezone works well with my main bank so I’ve got the hang of using it. But I have a problem when I try to log onto Halifax on-line (a UK bank and I’m in the UK). The first login page requires my user name and password, once I have entered those the second login page requires me to enter three characters from a sentence I registered with them (called “Memorable information”). Having entered the required characters on the second page clicking on ‘continue’ takes me back to the first page. If I enter those details again I go round in circles, same two pages, never getting logged on. Using an alternative browser everything is fine so it’s not a problem with the Halifax website and as I said I’ve been using Safezone for my main bank so the program is working on my computer.
Any suggestions as to what I can do?
I have exactly the same problem which has been reported to Avast and is under investigation.
Hi,
Thanks for that, I couldn’t find anything about this problem anywhere. It’s good to know it’s not just me. Thanks again.
I use Halifax, but for me I’m not using SafeZone, so I can’t really confirm this.
I might contact Halifax Bank as I used to work there and know that online banking information is logged (used to resolve queries as part of my IT job). If they can provide any information I will then feed this back to Avast.
Tried logging in again this morning unsuccessfully using Safezone. Contacted Halifax Bank who are going to investigate further and hopefully provide some information back to me. I will then pass this info onto the Avast support guys, coould be up to 72 hours before I hear from the Halifax. If I don’t hear from them I will call them again.
Are you able to logon when not using the SafeZone browser ?
I was able to logon last night without problem, other than forgetting my ‘memorable question’ and having to reset it.
EDIT URL: You could start the ball rolling by reporting it now using the support ticket system - https://support.avast.com/support/tickets/new.
It would be worthwhile giving the link to this topic in the ticket.
I have the same problem when I try to log into Bank of Scotland. While reading a web review about the Avast Safezone Passwords facility, it explained that Avast Passwords is quite new and not yet all that well developed. It can’t yet handle any “SiteKey” type logins where there are two pages, the first requesting username and password and the second page asking you to select letters from a memorable word from a dropdown list. I keep getting thrown back to the first page. I have no problem at all logging in from Internet Explorer.
Hello,
I am Steven from the Technical Support. We did recently have an issue with Halifax, but that has now been resolved. I have a Halifax account and tested it during the issue, and after.
Could you please try and update the latest version of Avast. Failing that, we could try and perform a clean reinstall.
I would suggest you perform a Repair&Update of your Avast, to ensure any minor issues are resolved, please can you follow the steps below:
- Click on Start > Control Panel > Uninstall a Program (Programs and Features, Add or Remove Programs) > Avast > Click on “Uninstall/Change” > Repair
- After the repair, please make sure that you have the most recent version of Avast - 2016.11.2.2261.
To do that, please open Avast and go to > SETTINGS > Update > Program > Update and update your Virus definitions as well. - Restart your computer.
I look forward to your response,
The situation, the reporter is facing is not related to Avast Passwords.
Have run REPAIR as suggested. When I then try to update version of Avast I get already up to date on 11.2.2261.
Restarted my computer and tried logging in to Halifax Online but still get same problem.
This problem has been reported to Avast under Ticket #216488
Hi, Thanks to everybody for your suggestions. Just to answer a couple of points;
DavidR - Yes, I can logon to the Halifax site using a different browser. And I can logon with a different bank using SafeZone
John750 - I am not using Avast Passwords but seems you have found the same problem. I believe Halifax and Bank of Scotland are the same company.
Steven Fearn - My Avast was already up to date (11.2.2261). However, I have run the repair sequence, made sure my version of Avast and my virus definitions are up to date using Avast Settings and completed a restart of my computer. Tried to logon to the Halifax - no change, still goes round in circles. I don’t know if it means anything but every time I try to log on with SafeZone the three characters requested from my memorable information are the same, even if I’ve closed my computer down betweens attempts. If I use another browser and logon successfully next time I try with Safezone the three characters requested have changed but they then remain the same for every attempt to logon using Safezone until I logon again using another browser.
I have been using paymode since the 10th of Feb. 2016 on two banks, the Halifax and TSB without any problem. Both use the two page system, the second page requiring three characters from memorable information.
So I was surprised to read these posts given that I have not had one single instance of this issue with either of my banks.
Feedback from the Halifax, ‘Avast Browser is refusing access to our secure site’.
I will feed this info back to Avast.
Anyone any idea how I enable access to secure site in Avast Safezone.
Hi, please can you try and load paymode first. Once inside paymode, please then try and open your bank site and then try and login please.
I have spoken with the developers about this.
Hi Steve, I was the one who reported this problem in the first instance. I have just tried to login to the Halifax using the sequence you described but with exactly the same result, it goes round in circles. Paymode is on (the bar at the top is black and the paymode icon is green) before I opened the Halifax website. On each occasion I tried the request for characters from my memorable information were the same characters (7, 10 & 14). Sorry.
I have just read through all the posts again and spotted that in reply #6 on 22 April 2016, DavidR reset his memorable information. I just wondered if resetting might help so tried it by logging on to the Halifax using Firefox and changing my memorable information. I closed Firefox, reopened Safezone and tried to logon to The Halifax using the sequence given above by Steve Fearn. It didn’t work, just goes round in circles, same two logon pages. I would rather use the security of Safezone rather than Firefox.
Hello,
Thanks for getting back to me and confirming. Please accept my apology for the delay, we have been working on this. Yes I also saw that post, this is why I wanted to test if going into paymode first resolved it. As we suspect it might be cookie related.
Could you please open this in Safezone browser —> chrome://settings/clearBrowserData and then select the option to delete since the beginning of time and then test again please.
I look forward to your response,
Hi, I’ve completed this twice, I’ll explain what happened. I followed the instructions given, tried to logon with Halifax, same result, round in circles with the same two pages. I then went to log back onto this forum and noted that when I started to enter my email address my full email address was offered. I expected that this would not happen having cleared everything so I cleared everything again from the beginning of time (all boxes ticked). Next I started to logon to this forum and this time was not automatically offered my full email address. However when I tried to logon to the Halifax nothing had changed, round in the same circle as before and on each occasion requesting the same characters from my new memorable information. In short, it didn’t work.
Already tried this earlier today as requested via Ticket support. This made no difference, still just get put back to first login page.