Thanks Siobhan for your reply. I replied several days ago to Conor's suggestions to an earlier thread titled 'PIN number' as follows although it looks as if my reply has been removed for some reason - "I've registered with Paypal to use two of the methods suggested, mobile phone and VIP Access. When prompted by PayPal to send me the security code by SMS this works fine. However use of the VIP Access generated 6 digit code with alternative Paypal prompts that only ask for my password but also expect the 6 digit code does not work. So is there something else that needs to be considered when entering the VIP 6 digit code, perhaps because I've only registered the VIP Credential ID with Paypal today i need to allow a period of time before Paypal recognises the 6 digit codes for my Credential ID? Or is the issue with the use of the VIP Access app on my iPad as each time I go into it it generates a new 6 digit code immediately which I then switch out of into Paypal to append this code to my password. Should I use the immediate code or wait 30 seconds for the next one? What a mess. If you are going to introduce an extra layer of security why make it such a pain to setup and administer." Presumably my reply was removed because of the final sentence complaining about the service. There appear to be several aspects of your secure key interface with customers that do not work as expected or are unclear or inconsistent - 1. An example - I received an email from Paypal inviting me to donate to the Disasters Emergency Committee (DEC) Philippines Typhoon Appeal. When clicking on this link in the email on my iPad 3 (iOS 7) it took me to your website (on Safari) with a DEC heading where it prompted me to enter just my password (no additional prompt for secure key) which I did. It then took me to another Paypal page again with a DEC heading where it again asked me just for my password (again no additional prompt for secure key at this stage). So on entering just my password it then reminded me that I had to add the number 'on your security key' (again no reference to the alternative VIP Access app) to the end of my password (sigh...). To do this I had to switch from Safari on my iPad to the VIP Access app to generate the 6 digit code, remember it (as the app gives no option to copy), go back into Safari, enter my password and then enter the 6 digit code (hopefully correctly remembered). However, this does not work and it's not me mis-remembering the code as I have tried several times over several days and it fails every time. All I get is another Paypal page saying 'We are unable to validate your information. Please try again. 2. As above but this time I thought I'd use your SMS option to generate the code and send it to my phone. But I cannot as no option is given for this on your web page, it assumes only that it can be generated by your physical device or the VIP Access app. 3. When logging in to this forum, I was asked for my Papal password which I entered and was then prompted on the following screen to either enter a generated code from what appears to be just the Paypal physical device that can do this or from my registered mobile phone. This is misleading as it does not explain that selecting the first option also allows for the secure code to be generated by the VIP Access app. However this does work, sort of. When I first entered the VIP code and then closed my iPad keyboard so that I could see the whole screen before tapping 'Submit', all I got in response was a blank screen with the following words 'Fatal Failure'. So I back paged, generated a new VIP code and this time tapped Submit without first closing the on screen keyboard - which worked. It really does seem strange to me that an organisation the size of Paypal can put out a software change this important but so apparently misleading and inoperable. PS to all of the above - why does your web page (or Safari?) remove all paragraphing from the pasted text? - makes it very difficult to read. Had to go to my PC to re-edit in all the paragraphs... UPDATE - repeated 1 above (Paypal / DEC donation) through my PC using the VIP code generated on my iPad and all worked without a problem. So the issue on using the VIP code on an iPad is possibly to do with the need to switch between the Safari and VIP apps on the same device?
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