Barclays has introduced a significant change to its mobile banking application, removing the familiar "memorable phrase" feature that appeared after login. This alteration has caused confusion and concern among users, with many reporting feelings of panic and fears that their accounts may have been compromised.
Customer Reactions
Customers took to social media platforms like Reddit to express their distress. One user shared, "My mum panicked at the update; it took me the best part of an hour and two arguments to say it's ok." Another added, "I do wish they would communicate more clearly when doing this stuff." A third critic described the bank's failure to inform users as "shameful." Several customers even contacted Barclays directly after suspecting their accounts had been hacked upon noticing the change.
Barclays' Explanation
In a message to customers, Barclays explained: "We're always looking for ways to make banking faster, smarter and easier for you, which is why we're excited to share that we're updating the Barclays app. Designed with you in mind, you'll experience a better way to manage your money day-to-day. Your security remains our priority, so rest assured your app still has the same trusted protection and secure login features you rely on."
Security Measures
A Barclays spokesperson further clarified: "We continually invest in our mobile banking app, ensuring that we provide the latest enhanced security, including biometric logins, device recognition and enhanced fraud monitoring. With over 70% of our customers already choosing to log in using biometrics, we are exploring how and where we keep the 'memorable word' security feature. Customers' accounts remain protected by multiple layers of security."
App Requirements
Users must be aged 11 or over to use the app. Business or wealth account holders can access the app but may not have all features available. The app currently does not support Android (Go edition) devices. Android tablet users can download the Barclaycard app to view their Barclays accounts, even without a Barclaycard.
