PAYID (Instant transfer) from mobile app NAB) But the mobile trend micro keeps scanning and flashing and wont let me put in the PAYID

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  • Updated 7 months ago
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Hi Trying to use PAYID (Instant transfer) from mobile app National Australia Bank) But the mobile trend micro keeps scanning and flashing and wont let me put in the PAYID
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jlpostmaster

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Posted 7 months ago

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TM_JB, Official Rep

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Hi jlpostmaster and welcome to the community!

I've checked the reviews for the NAB mobile app and there doesn't seem to be anything related to this particular problem. Thanks for letting us know!

Would you kindly send us some screenshots on the scan and "flashing" that you mentioned so that we can further investigate? Just try to do the use the app normally and take a screenshot. After that just upload it here by clicking the small camera icon and uploading:


Have you also tried just turning the phone off and on again to see if the app still tries to scan? Also, how long has this been happening?
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jlpostmaster

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Only just started as We have only just got PayId. Just continually keeps scanning and cannot enter anything. Have to also close  program via android screen. ie cannot log out. Unfortunately you cannot see the flashing of the scanning icon.
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TM_JB, Official Rep

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Thanks for the screenshot jlpostmaster.

You may want to try the following steps:
  1. Open your Mobile Security app Mobile Security.
  2. On the main screen, tap Privacy Scanner > Trusted Apps tab.
  3. Tap Add an App, and then tap one of the following options:
  • Privacy scan history
  • Installed apps list
  • You can now select and add apps, or add all of the apps in the list:
    • To add only the selected apps, tap and hold the apps that you want to add (one at a time), tap the + sign at the top, and then tap Add.
    • To add all of the apps, tap the + sign at the top, and then tap Add all.

  • For additional details, please click on this guide: Using the Privacy Scanner in Mobile Security for Android
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    jlpostmaster

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    Cannot see anything about Privacy Scanner > Trusted Apps tab.  Its got the Scan icon and than Security Scan - Messenger protection- System Tuner - Apps Manager - Network Protection  etc
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    TM_JB, Official Rep

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    Sorry about that. How about this:

    1) Tap Security Scan.
    2) See if there are "Issues Found". If not, try setting the Protection Strength to "High" and do a scan.
    3) Tap on "Issues Found", it should display the NAB mobile app and select the "Trust" option.
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    jlpostmaster

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    Done that. It bring up other apps, but not the National Bank App.
    Just for clarification it scans the ap when it is first open and says  : Trend Micro scanned this app and everything look good. Its only when in the app and trying to transfer money under the instant payment section with a new instant payment address.
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    TM_JB, Official Rep

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    Could you try reinstalling both apps to see if the issue persists?

    If it does stay the same, please generate logs for the issue so that we can take a closer look. Just provide the diagnostic log token number.

    Generating logs for Mobile Security for Android
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    jlpostmaster

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    Thank you all fixed.  Had to delete and than reinstall both apps.
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    TM_Jean, Employee

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    It's good to know that the issue got fixed with the provided solution. Please feel free to post here if you have any other concern. :)

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