Nationwide Building Society has issued a detailed clarification regarding its rules for customers who use its online services, specifically focusing on biometric authentication for mobile app users. This guidance emerged after a member publicly sought assistance on social media, highlighting a common issue faced by those switching to new smartphones.
Customer Query Sparks Clarification
The customer explained that after upgrading to a new phone, they were unable to activate biometric features on their device. Biometrics, a security measure that uses unique personal identifiers like fingerprints or facial recognition to verify identity when accessing accounts, is a key component of modern banking apps. The customer inquired about the waiting period to regain this functionality, prompting Nationwide to respond directly.
Nationwide's Response on Biometric Authentication
In its reply, Nationwide stated: "If you get a new phone, you'll need to wait to re-qualify for biometric authentication on that device." When asked about the duration of this process, the building society clarified that there is no set timescale. Instead, customers are typically notified via text message once biometric authentication becomes available on their new device.
Nationwide also directed the customer to an online guide on its website, which provides step-by-step instructions for setting up biometric authentication. This feature is integral for everyday banking tasks, such as logging into the app, authorising smaller and recurring payments through the app or internet banking, and verifying identity during online sessions.
Enhanced Security for Sensitive Transactions
Beyond basic access, biometrics can be configured within the app to add an extra layer of security for more sensitive operations. This includes authorising larger payments or resetting passcodes. With biometrics activated, customers no longer need to rely on card readers or debit cards for login or payment authorisation, streamlining the banking experience while maintaining robust protection.
Concurrent Warning on Counterfeit Bank Notes
In a related development, Nationwide recently issued a warning about counterfeit bank notes, following reports of fake currency appearing at one of its branches. A spokesperson emphasised: "We are aware of a rise in scammers using fake banking notes to pay people for goods and would urge consumers to always check."
How to Identify Fake Notes
The building society provided key indicators to help customers spot counterfeit cash. Fake notes often feature a thick plastic sticker that conceals the hologram; if peeled away, it may reveal the words 'for props only'. Additionally, some UV numbers on fraudulent notes can be easily scratched off with minimal effort.
Customers are advised to verify that essential features, such as holograms and colour-shifting inks, are present and correct. Suspected counterfeits should be reported to the police, with further guidance available on the Bank of England website. This alert underscores Nationwide's commitment to customer security across both digital and physical financial interactions.
