We know that our internet banking can be a pita, especially for our older customers. So when this customer (let's call him Tim) was having trouble, our bookkeeping employee decided to make sure everything was set up and working before handing the customer his user id and password.
Today, Tim walks into the bank, hands me the printout with his user id and password, and says "It didn't work!"
Me: Ok, did it give you an error message?
Tim: It didn't give me anything.
Me: Ok. Let's try it out. <pulls up website> Did this load? Were you able to type in your user id and password?
Tim: No, it didn't do anything. I typed in my user name and password, and it didn't work.
Me: <mental facepalm> But did it give you an error message?
Tim: No, it didn't work.
Me: <takes printout and types in user id and password> <points to screen> Ok, it says invalid user id or password.
Tim: Well I called and they said I had to reset my password.
Me: Was this before or after bookkeeping set this up for you?
Tim: Um, after.
So, at this point, I handed him off to the bookkeeping employee to reset his password again. Seriously? I know that our online banking isn't very intuitive, and it doesn't give the criteria for a strong password until after you try to change your password, but the error message is right at the top of the screen. How can you miss it?
Today, Tim walks into the bank, hands me the printout with his user id and password, and says "It didn't work!"
Me: Ok, did it give you an error message?
Tim: It didn't give me anything.
Me: Ok. Let's try it out. <pulls up website> Did this load? Were you able to type in your user id and password?
Tim: No, it didn't do anything. I typed in my user name and password, and it didn't work.
Me: <mental facepalm> But did it give you an error message?
Tim: No, it didn't work.
Me: <takes printout and types in user id and password> <points to screen> Ok, it says invalid user id or password.
Tim: Well I called and they said I had to reset my password.
Me: Was this before or after bookkeeping set this up for you?
Tim: Um, after.
So, at this point, I handed him off to the bookkeeping employee to reset his password again. Seriously? I know that our online banking isn't very intuitive, and it doesn't give the criteria for a strong password until after you try to change your password, but the error message is right at the top of the screen. How can you miss it?
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