No online access to my accounts

The new internet banking is a nightmare if you forget your login details, when resetting it ask you for the old internet banking details if you don't remember them you also lose app access, when you go to the branch to reset it gives you an error. I have been to the branch 3 times and need to go again. I already have an account with another bank the question is do I need to struggle with this one or ask my banker at the other bank to move my salary and debit orders to the other account