Safepay problem

Hello. I have problem with log in to one of my bank accounts using Safepay. Problem occured cirka two month ago - before I used it several years without any problem. In the attachment you can read what page show up on the end of the log in process. After contact with bank technical service they answer me that problem is compleatly not on their part. I can log in to this bank using the same method /username, password, token/ but without Safepay. In the same time I dont have problem to log in by Safepay to other banks or goverment sites, like I was doing several years before. So now I really dont know where is the problem. My second similar question to this bank technical service was ignored by them.

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Alexandru_BD

Hello,

I think the Bank should confirm exactly what is preventing access and why. Otherwise, although it may seem that the secure browser is the culprit here, I think it's difficult to troubleshoot without knowing exactly where the login process is interrupted. Naturally, secure browsers like Safepay are designed with enhanced security protocols that may conflict with certain website behaviors or features. I can think of a few reasons why this would happen, but again, these have to be confirmed with the respective Bank, otherwise it's just a guessing game.
First, some websites may not be fully optimized to work with secure browsers. Safepay might handle JavaScript, cookies, or other website scripts differently, causing the login page to break or not function as intended. Secondly, banking websites often have strict session and authentication requirements that may not align with Safepay’s security measures, and we've seen this in the past, banking websites not accepting the browser version or blocking access completely. So, in my opinion, the website owner should clarify what is causing the login process to fail. Because surely they can see that.

Regards,

Alex

Bernard M

Thank you for answer 🙂
As I said - the bank send me answer only one time /that it is not their fault/. My second question was ignored by them. But even they will give me answer where exactly is the problem (in which point of processing of log in) how I can fix it myself? Isnt it something that Bitdefender technical staff should fix? Is it something that you can do by yourself? I dont think so.
I remember 3-4 years ago the keybord in the Safepay browser stopped to work and after my question to the Bitdefender technical worker fixed working in remote way on my desktop. I will ask them - maybe they can do it in the same way.
Regards Bernard M.

PepeZ

Same problem. It always worked fine, then just stopped. Credit ccard company says the issue is with SafePay. Bitdefender hasn't been able to resolve this at all. After my credentials and pswd are submited to move on to 2 factor-authentication, the screen freezes with an error code [#02-0001]. I can acess the same financial institution no problem using a regular browser, which I do not want to have to do. This is why I pay for my security services!

Alexandru_BD

Check @camarie's explanation below, most likely this is what you are experiencing as well:

https://community.bitdefender.com/en/discussion/comment/350578#Comment_350578

camarie

@PepeZ In this case it might be also something else called external protocols.

In short, certain software designed to work with banking installs locally certain protocols similar with the usual https://, only they are custom, for example bankid://. So when the user is logging into a bank which develops such software, they register locally an installed program (say BankID) and their website issues a request to a synthesized address, such as bankid://user=<username>&token=<token> or something like that. The registered program is launched by the operating system as the designated handler, usually being a window displaying CAPTCHA, user log in, authentication codes etc. in order to do the brokering.

And here there can be two problems:

Safepay recognized a few of such programs, mainly to the cause which I will detail on the point 2. For example, we handle ABN Amro software, BankID etc.
… the software is supposed to be displayed in the same context (read: desktop) as the caller. But in (almost) all the cases, these programs display in the default desktop instead of the Safepay secure desktop, in the best case remaining invisible to the user (and expiring) or even worse, blocking the Safepay interface waiting for input in another desktop.

I am not sure if your case falls in the external protocol category I just described, or can be simply a matter of bank seeing Safepay as an outdated browser (for which my comment attached by Alexandru_BD describes this situation as well).

Can you say, please, if your troubles in using Safepay falls in one of these two categories?

Bernard M

Thanx all for answers and inspiration. Specially @camarie .
Seems that my problem with log in using Safepay was connected with BankID. BankID it is what I use to log in to the banks and goverment web sites. As I said in the first question in December 2024 I have problem only with one web site - one of my banks I use. Today after @camarie answer I discovered that I have other option to log in to this bank - I mean I can use Safepay but without BankID. And I managed to log in this time :-).
So now the problem is not so big as before. It would be better to use Safepay together with BankID to all web sites I need but actual situation is that I can still use Safepay + BankID to all web sites except one web site. Not so bad :-)

camarie

@Bernard M Appreciate the feedback. But, yes, I would still prefer to have Safepay working along BankID 1. to offer the expected way of working and 2. not all the users might be willing to find alternative way of circumvent this setback.

Now it is not easy to develop and test for BankID, at least when you don't have a real BankID account, not being in one of the countries implementing this. But I will do all is in my power to get this working.