Nationwide Building Society has confirmed that customers who switch to a new phone may face an undefined wait before regaining biometric login access. The clarification follows a customer query and highlights how the bank manages security when devices change. The issue centers on biometric authentication, a feature widely used for logging in and approving payments. While convenient, the system is tied to strict security checks, which can delay reactivation on new devices.
No Fixed Timeline for Restoring Biometric Authentication
Nationwide stated that customers who install their account on a new phone must wait before they can use fingerprint or facial recognition again. According to the building society, there is “no set timescale” for when biometric access will be restored, and users are instead notified by text message once eligible.
The clarification came after a customer reported being unable to activate biometrics weeks after switching devices. In response, Nationwide explained that requalification is required as part of its security process. According to reports, the bank directs customers to its official guidance pages for setup instructions while they wait.
Biometric authentication allows users to log into mobile or online banking and approve smaller or recurring payments without additional hardware. The feature can also verify identity during login attempts on internet banking platforms. Without it, customers may need to rely on card readers or other verification methods.
Nationwide also noted that biometrics can be enabled for more sensitive actions within the app, such as authorizing larger payments or resetting passcodes. This layered approach reflects how the feature is integrated into both routine and higher-risk transactions.
Security Guidance Expands to Counterfeit Cash Concerns
Alongside its clarification on app access, Nationwide has issued a warning about counterfeit banknotes following reports of fake currency being used in transactions. According to a spokesperson cited in the same report, there has been a rise in scammers attempting to pass off fraudulent notes when paying for goods.
The bank outlined several indicators that a note may be fake. These include a thick plastic sticker covering the hologram, which may reveal the words “for props only” if removed. Another sign involves ultraviolet markings that can be scratched off easily, suggesting the note is not genuine.
Customers are also advised to check standard security features such as holograms and color-shifting ink. According to Nationwide, these elements should appear consistent and intact on legitimate currency. Any suspected counterfeit notes should be reported to the police, with additional guidance available through the Bank of England.
The update reflects a broader effort by the building society to address both digital and physical security risks affecting customers. While biometric authentication improves convenience in everyday banking, its delayed activation on new devices shows how security checks can take precedence over immediate access.
