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KV
Ken V

1 reviews | Active since Dec 2012

10 Jun 2026, 04:50

Frustration with online login changes

I don't regularly sign in to my Allan Gray account but now I need my Tax Certificates so I wanted to sign in. User Name and Password were OK but then I got a message to use a 2 digit code sent to Ping ID! WHAT is that??? So I look on my phone and I see a PingID App and download it. Butt that now wants me to scan a QR code from my laptop. Where on my laptop?? So I look for PingID on my Mac laptop and there is not one. So now I try using SMS and eMail. I get a SMS and enter the 4 digit code then there is a message that I must enter one sent to my eMail. And I wait and wait - no email. So I press resend and wait and wait - no email. Then I log right out and try to log in again. Exactly the same frustration. Allan Gray surely you can make it easier to get a tax certificate!!!

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Replies (3)
KV
Ken V's update10 Jun 2026, 13:32
Reviewer Update
I got through to the AG call centre quite easily now during office hours and had a very professional consultant try to help me out to get on-line access to my account. After trying many ways to get my log-in sorted out we gave up and she just emailed me my tax certificates directly. But what happens next time I want to sign in???
Allan Gray
Allan Gray's reply10 Jun 2026, 15:51
Official
Good day Ken Thank you for your feedback and for allowing us the time to address your concern.  We are pleased that we were able to help you successfully access your online account using multi-factor authentication. Should you experience any further issues, please do not hesitate to contact us for assistance. Yours sincerely
  
Taryn Lechet | Client Relationship Manager 
KV
Ken V's update10 Jun 2026, 16:25
Reviewer Update
Thanks Taryn for sorting this out. I would change my rating to 4 stars based on the useful and professional service I got from yourself and Mariella. But it is frustrating when the automated interactions fail to deliver. As you mentioned you had to take PingID off line for a while due to problems it was giving.