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Subject: System log-in

02/10/2009 09:41:29

Dawn.Varley

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Joined: 02/10/2009 09:36:19
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Just getting in and up and running, but immediate feedback is that the log-in system is way more complicated than it needs to be - and seems a bit flakey. I know that it is based on financial services security, but if there is any way it could be changed to at least remove the 'first and third character' or whatever password requirement to a full one that would be much better.

So far I've been locked out twice, once when my updated password wasn't recognised and it was asking me for the 10th character - which didn't exist. And reset password emails were taking over 30 mins to come through.

Thanks
Dawn

02/10/2009 17:14:41

Antony

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Antony

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Hi Dawn

Thanks for your feedback

We take protection of our customers data very seriously and have built in strong security systems throughout the site.

Asking for random characters from a password is generally considered best practice and significantly reduces the risk of hackers being able to intercept the password details to gain access to an account.

We’ve had a look at what happened when you tried to sign in, and someone from our help desk team will get in touch to talk you through it.

We will continue to keep a close eye on our sign in process to make sure we are achieving the right balance between ease of use and security.

Thanks again for getting in touch, if you have any other comments or feedback please feel free to post here, or email feedback@virginmoneygiving.com.

Antony
Virgin Money Giving

05/10/2009 10:59:37

Melanie.Wallis-Johnson

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Joined: 05/10/2009 10:53:58
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I've also been locked out several times recently, but usually get in on the second attempt. There have been lots of glitches in the last couple of weeks, so I hope these will be sorted out before I tell our London marathon runners and other fundraisers about VMG. It needs to be really quick and easy to use, or people will just revert back to justgiving etc. VMG has great potential, so I'm keeping my fingers crossed!

05/10/2009 15:16:43

Antony

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Antony

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Hi Melanie

Sorry to hear you've locked your self out a few times.

We'd like to know about the little glitches you've experienced. If you email feedback@virginmoneygiving.com we will take a look at these for you. It's really important to us that all user journeys are as easy as possible, including our sign-in processes, so any feedback you can give would be a big help.

Antony
Virgin Money Giving

31/03/2010 10:42:30

Rebecca C

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Joined: 22/02/2010 14:56:37
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Many of our team members also have real trouble logging in and often get error messages when trying to log in. It does seem overly complicated and is putting some people off. When we get in on the first attempt we are actually surprised!

The full password would be much much easier.

31/03/2010 13:55:24

Antony

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Antony

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Hi Rebecca

Thanks for your feedback, we're monitoring the sign in process keeping a close eye on the number of visitors who reset their passwords or have issues signing in.

I'll make sure your comments are passed onto our IT team.

Antony
Virgin Money Giving

16/11/2011 14:59:16

Angela.Carey

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Joined: 16/11/2011 14:54:15
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Every month when I attempt to log in I get error messages usually followed by that annoying page with the sad face that says oh sorry we have a problem and redirects you to the home page where you try again. Usually after the fourth or fifth attempt I manage to log in. Very time consuming and frustating back to promoting Just Giving for me I think.

01/02/2012 21:44:00

andyswarbs

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Joined: 19/01/2012 15:40:54
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I find the logon system is overly onerous for a site that is simply trying to donate money to charity. My solution is to have a notepad window open with two lines open. The first is the password and the second is the digits 123456etc. Then I can quickly and reliably enter my correct answers.

05/03/2012 10:06:13

Antony

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Antony

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Hi Andy

Thanks for the feedback, we've had this raised a couple of times as you can see by the forum threads.

We take security seriously and want to ensure that we keep donor, fundraiser, and charity data secure. But we take feedback seriously.

I'll make sure your comments are passed onto our projects and development team so they're aware.

Antony
Virgin Money Giving