Safepay for Canadian Banks - not allowing pop-ups no matter what so cannot log in

cyd72 · 2025-03-01T21:13:41+00:00

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My bank is CIBC and i've been able to log on using safepay until 2 days ago. normally when i log in, there is a pop-up for 2factor authorization. up til now had no problems. now suddenly, the popup does not work in safepay. no matter what i do… i've allowed for popups from those websites, disabled vpn, disabled Encrypted Web Scan and nothing seems to help.

is there any way around this?

thx

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Accepted answers

Gjoksi

Hello all.

Below are the steps @camarie asked you to do.

First, take screenshot(s) of the issue

and create a log file on your Windows device using Bitdefender Support Tool, by following these steps:

https://www.bitdefender.com/consumer/support/answer/1733/

Next, contact Bitdefender Consumer Support by e-mail:

https://www.bitdefender.com/consumer/support/help/

with short description of the issue.

After that, you will get an automated reply by the Bitdefender Customer Care Team, with your ticket number.

Now, in reply to that automated reply, you can send the screenshot(s) you already took and the log file you already created in the first step.

Since you are all done, just wait for the support engineers to investigate your issue and find a solution to fix the issue.

Remember that the screenshot(s) and the log file will help a lot to the support engineers for better and faster investigation on your issue and finding a solution.

NOTE: If the log file is larger than 25MB, you can upload the log file here:

https://upload.bitdefender.net/

After the upload is done, you will get a notification with the file's URL and then you can share the file's URL with the Bitdefender Consumer Support.

Regards.

All comments

amfili

I also would like to know the answer to this question. It is affecting me as well on any Canadian bank I try to log into. It just spins and spins and stops and does not log me in. What is the fix for this please?

amfili

So I just finished a conversation with GeekSquad agent. This is a "known issue" with Safepay and they are working on a fix. It's not just CIBC either. Other Canadian banks won't open in Safepay. In the meantime, you should feel safe using a regular browser as your BitDefender will protect you. I've asked them to comment here as well.

BDTotalS

Cannot log in to Scotiabank with Safepay. Works with regular browser though. Running BDTS, W 11 Home, latest updates. If they don't fix this, I will be forced to switch brands.

Alexandru_BD

@camarie I think we need to look into this, and see if there is something we can adjust on our end, to ensure compatibility with these banks' websites as well. If the ball is in our court this time.

I appreciate everyone's feedback on this thread. 🤝

Thanks!

camarie

I will need some more detail about this. It can mean, at a glance:

2FA popup is blocked; solution would be to add the originating page to the favorites
2FA opens an external protocol window (it's not a Safepay popup, but an external program which might not launch or not launch correctly)
"Canadian banks won't open in Safepay" I'm not sure if this refers to some incorrect function while in Safepay, or navigating to a bank in another browser should either ask for (or directly) opening in Safepay, depending on the settings, and this does not occur
or it is something else inside the browser engine that surfaces after a product update

I would be glad to hear each and every scenario on how it worked and what now it does not work, or any kind of feedback that could help me fix these kind of troubles. (I'm the main developer for Safepay, so in case anyone wonders, you are replying to the right person).

cyd72

If i open up the canadian bank in any browser, be it chrome, firefox, explorer… it works. as soon as i open up safepay then it does not work.

what happens

log in on the online banking page
a pop-up happens and indicates that a code has been sent for 2fa and to type the code in
you type the code in and then it proceeds to log in

in safepay

log in on the online banking page
NOTHING pops up
the log in keeps "spinning" as if trying to open

please note: the originating page has been added to favorites. it's also been added to "pop ups allowed"

for me, since any bank is listed for safepay, safepay automatically opens - so that feature does work. HOWEVER once in safepay… you just cannot log in. so you have to log into the bank not using it.

like i said in my original statement, this was working until 2 or 3 days ago. the 2FA pop-up window was not an issue. but now it is.

i'm guessing it's that the 2FA opens an external protocol window that is not launching correctly anymore?

camarie

It might be an external protocol, yes. Is there a separate program you had to install (that is performing the 2FA)?

Also, did you updated the Bitdefender product? Because we did not release a new Safepay in the last days.

cyd72

the bitdefender is updated to whatever is your latest.

i did not have to install a separate 2fa program. it sends a code to email or phone or via their app but does not use authy or google authenticator etc

amfili

I concur. Scotia, PC Financial, CIBC are the three I have always opened in Safepay. I can open up their browser, but when attempt to log-in, it just spins and spins and then stops. Just will not log in. I'm not using anything extra, and I had my BD updated/renewed not too long ago by GeekSquad.

camarie

Can you open a support ticket, please? It would really help me if I get the diagnostic information coming with a ticket.

amfili

Well I was told you were already "working on it" by the Geek Squad. And that it was a "known issue".

Are you confirming this issue is something new and BD is actually unaware and therefore NOT working on it?

Gjoksi

Hello all.

Below are the steps @camarie asked you to do.

First, take screenshot(s) of the issue

and create a log file on your Windows device using Bitdefender Support Tool, by following these steps:

https://www.bitdefender.com/consumer/support/answer/1733/

Next, contact Bitdefender Consumer Support by e-mail:

https://www.bitdefender.com/consumer/support/help/

with short description of the issue.

After that, you will get an automated reply by the Bitdefender Customer Care Team, with your ticket number.

Now, in reply to that automated reply, you can send the screenshot(s) you already took and the log file you already created in the first step.

Since you are all done, just wait for the support engineers to investigate your issue and find a solution to fix the issue.

Remember that the screenshot(s) and the log file will help a lot to the support engineers for better and faster investigation on your issue and finding a solution.

NOTE: If the log file is larger than 25MB, you can upload the log file here:

https://upload.bitdefender.net/

After the upload is done, you will get a notification with the file's URL and then you can share the file's URL with the Bitdefender Consumer Support.

Regards.

camarie

Yes, it is a known issue, I am a BD employee and I am working on this as we speak. The reason I am asking almost every time to open a ticket is to gather as much information as possible. Not every user encounters the same type of troubles, although the result might be similar.