Problem accessing Vanguard account online from Thailand

[david_je]

When I input my username and password, I get a screen that says they are incorrect. Happened several times in past month. I called Vanguard and they said this is common problem from Thailand due to security or Internet issue (explanation was unclear). Each time they gave me new temp password or reset my security questions and I could then access account. But then the same lockout (your username or password is incorrect) occurs the next time I try to log on. So only option now is to call them each time I want to log on -- not practical.

 

Anyone else having this problem and found a solution?

 

Thanks.

[gamb00ler]

Do you have a VPN?  If you do, try using that when you access Vanguard website.

You could try to use a TOR browswer.  I believe there are both Windows and Mac versions of it available.

[smutcakes]

Is there no button which allows you to stay logged in?

[Whale]

I have same problem on many sites, I have always suspected that theres a big caching server in Thailand's system. 

 

I am not a computer person but I have many problems with passwords and access codes when here.

[HauptmannUK]

I routinely use NordVPN. Never had a problem accessing my Vanguard account.

[mtls2005]

 

So you were previously able to access this account from Thailand, then bam, something changed and then you couldn't?

 

Is that correct?

 

 

Maybe try the mobile app: https://play.google.com/store/apps/details?id=com.vanguard&hl=en&gl=US

 

 

Very odd situation, in that you can log in once then you can't the next time.

 

 

1 hour ago, david_je said:

Each time they gave me new temp password or reset my security questions and I could then access account. But then the same lockout (your username or password is incorrect) occurs the next time I try to log on.

So the second time you're using the previously issued temporary password?

 

You're using the same username each time?

 

Maybe get another temporary password, then reset the password yourself?

 

Do you have any two-factor authentication set? email, SMS, security key?

 

https://investor.vanguard.com/security-center

 

 

 

 

 

 

 

 

 

[mtls2005]

2 minutes ago, HauptmannUK said:

I routinely use NordVPN. Never had a problem accessing my Vanguard account.

And you spoof a U.S. IP address? Right?

 

I'd suggest a VPN for the OP but that might introduce even more issues.

 

 

[david_je]

6 hours ago, gamb00ler said:

Do you have a VPN?  If you do, try using that when you access Vanguard website.

You could try to use a TOR browswer.  I believe there are both Windows and Mac versions of it available.

One Vanguard customer service officer said using a VPN may cause access problem.

[david_je]

4 hours ago, mtls2005 said:

 

So you were previously able to access this account from Thailand, then bam, something changed and then you couldn't?

 

Is that correct?

 

 

Maybe try the mobile app: https://play.google.com/store/apps/details?id=com.vanguard&hl=en&gl=US

 

 

Very odd situation, in that you can log in once then you can't the next time.

 

 

So the second time you're using the previously issued temporary password?

 

You're using the same username each time?

 

Maybe get another temporary password, then reset the password yourself?

 

Do you have any two-factor authentication set? email, SMS, security key?

 

https://investor.vanguard.com/security-center

 

 

 

 

 

 

 

 

 

I have had this problem off and on over the years that I've been in Thailand. Then it was okay for several months and recently re-started.

I can't use mobile app because I can't use a smartphone (eyestrain problem).

Re trying to log in second time, I have done both: used the temporary password (it's good for 24 hrs), and changed the temporary password. Results the same.

 

[david_je]

5 hours ago, smutcakes said:

Is there no button which allows you to stay logged in?

I have not noticed such on Vanguard platform, and I am not sure I'd want to do that anyway.

[mtls2005]

39 minutes ago, david_je said:

I have had this problem off and on over the years that I've been in Thailand.

How many years have you been experiencing this problem?

 

When was the last time you were back in the U.S.? Could you log in when there?

 

The problem is exactly the same for years?

 

Nothing has changed: same PC, browser, internet?

 

Sometimes you can log in, sometimes you can't?

 

Definitely a challenging issue to troubleshoot remotely. That said it's probably something simple.

 

Try a different browser, clear cache, cookies, turn off all browser tools and extensions.

 

Good luck sorting it out.

[2k6]

Sometimes you can log in, sometimes you can't? When it happens to me I use a VPN and can log in. Most of the time I can log in without a VPN.

[david_je]

I called Vanguard against last night, and they said the system is not accepting my login because Thailand is a "restricted" country and the only way for customers here to login is to call them every time and they generate a new password and reset security questions. But that can't be right because some people just on this thread said they have no problem logging in.

Anyway, now I cannot log in even with new password and security questions reset. Issue is being sent to tech support and I will hear back next week.

Now wondering if it's a system-wide thing with login from Thailand, or glitch only with my account and or computer/connnection, etc.

 

[Thailand J]

On 3/19/2022 at 8:59 AM, david_je said:

Now wondering if it's a system-wide thing with login from Thailand, or glitch only with my account and or computer/connnection, etc.

Don't worry. It happens with my account too. If you decided to use a VPN, I have tried a few, all of them worked,  including the free ones.

 

My newer Schwab account has became my primary account. It is more user friendly. Everything can be done online here in Thailand: linking accounts, money transfer etc.

 

Schwab brokerage account comes with a bank account which i can use to pay bills and receive payments. I can't pay bills with Vanguard account and to receiving payments is not that easy to set up.

 

It's easy to transfer investments from Vanguard to Schwab, open a Schwab account,  go to " Transfer and Payment>Transfer Account>Vanguard Brokerage Services, enter your Vanguard account info and what you want to transfer. For example I had 3000 shares of BRK/B in my Vanguard account.  From that I transferred 1500 shares. The shares arrive on the third day, and the cost basis information arrived  one or two days later. The shares are only transferred via ACAT system , It is not a taxable even and you do not get a 1099. When I sold some of those shares on Schwab, I got a 1099 from Schwab with the correct cost basis which Schwab received from Vanguard.

I sold some BRK/B shares last year at $277, it is now $340. I bought them at $103.

 

 

 

 

Edited March 20, 2022 by Thailand J

[david_je]

If you use a VPN to access Vanguard or other account, you'd have to trust the VPN company with your personal details, no?

[Thailand J]

I don't log into my Vanguard account as often as before. I am not worried as Vanguard sends me a one time passcode on my Thai phone number every time I attempt to log in.

 

You should really try Schwab international brokerage account, it can be opened with your Thai address and Thai phone number.

[mtls2005]

7 hours ago, Thailand J said:

I don't log into my Vanguard account as often as before.

Can you log in today?

 

That might be helpful to the OP?

 

 

 

 

[david_je]

10 hours ago, Thailand J said:

I don't log into my Vanguard account as often as before. I am not worried as Vanguard sends me a one time passcode on my Thai phone number every time I attempt to log in.

 

You should really try Schwab international brokerage account, it can be opened with your Thai address and Thai phone number.

How did you set up having Vanguard send you passcode on Thai number? And did you do that because you had the very same log-in problem as I do? By passcode you mean the log-in password after inputting username? They told me that only way to fix my lockout was to phone them every time I wanted to log in and they reset password or security questions.

They've also told me previously they cannot register overseas numbers, must be U.S. 

Thanks.

[mtls2005]

29 minutes ago, david_je said:

How did you set up having Vanguard send you passcode on Thai number?

Posted already

 

https://investor.vanguard.com/security-center

 

 

You use your username and password then receive a separate one-time authorization code entered in the prompt.

 

Have you tried the app?

 

 

[david_je]

1 hour ago, mtls2005 said:

Posted already

 

https://investor.vanguard.com/security-center

 

 

You use your username and password then receive a separate one-time authorization code entered in the prompt.

 

Have you tried the app?

 

 

So the code is an added layer of protection. It doesn't help me since my problem is the system does not accept my username and password to begin with.

Thanks.

[The Hammer2021]

Try a different  browser

[mtls2005]

1 minute ago, david_je said:

So the code is an added layer of protection.

Yes, hence the name "Two-Factor Authentication" (2FA).

 

2 minutes ago, david_je said:

It doesn't help me since my problem is the system does not accept my username and password to begin with.

Correct, and yes, we know that NOW.

 

Like I said, your issue is challenging.

 

 

[david_je]

1 hour ago, The Hammer2021 said:

Try a different  browser

Tried Chrome, Edge, Firefox -- result the same. Thanks.

[Thailand J]

For a year or so I can't log in to my Vanguard Brokerage account from Thailand without a VPN.

I feel comfortable using a VPN because of the 2 factor authentication I set up.  Who told you that you can't use a Thai number to receive the one time passcode? not true.

 

If you don't want to use a VPN, call them everytime to log in or switch to Schwab.

 

 

[Thailand J]

4 hours ago, david_je said:

So the code is an added layer of protection. It doesn't help me since my problem is the system does not accept my username and password to begin with.

Thanks.

The 2 factor authentication makes me feel safe with VPN , that was what I tried to say.

[david_je]

On 3/23/2022 at 5:37 PM, Thailand J said:

For a year or so I can't log in to my Vanguard Brokerage account from Thailand without a VPN.

I feel comfortable using a VPN because of the 2 factor authentication I set up.  Who told you that you can't use a Thai number to receive the one time passcode? not true.

 

If you don't want to use a VPN, call them everytime to log in or switch to Schwab.

 

 

Is the Thai number you use the number registered with your account? Or how did you set it up? I also asked to change my US number to Thai number so I could receive codes, etc., but Vanguard customer service said you cannot register an overseas number. They also told me not to use a VPN to log on as that may cause problems.

Thanks.

[Thailand J]

Log in to Vanguard to set up 2 factor authentication . This has nothing to do with the registered account phone number. Both Dtac and True phone numbers are good.

I have received codes on both numbers so Vanguard system is able to send codes to a number different from the number on the account register.

When you set up the 2 factor authentication, you can put down two phone numbers, one primary and a back up.If for whatever reason the code is delayed, you can hit resend button, and have a choice of which number to receive the second code.

 What do you think will happen when you use a VPN to access Vanguard? Keep a good record and stop worrying.

Edited March 26, 2022 by Thailand J

[DFPhuket]

I've also been having Vanguard login problems. I've tried logging in with a VPN, different browsers, etc. but nothing worked. 

 

I decided to clear all Vanguard cookies in Chrome (go to settings > privacy and security > Cookies and other site data > see all site data and permissions) and enter Vanguard in the search box. It showed 29 cookies and I deleted them all. 

 

After that, when going to the Vanguard login page and entering my credentials, it worked as usual (I was using a VPN). Perhaps this will help others. 

[david_je]

On 10/29/2022 at 12:37 PM, DFPhuket said:

I've also been having Vanguard login problems. I've tried logging in with a VPN, different browsers, etc. but nothing worked. 

 

I decided to clear all Vanguard cookies in Chrome (go to settings > privacy and security > Cookies and other site data > see all site data and permissions) and enter Vanguard in the search box. It showed 29 cookies and I deleted them all. 

 

After that, when going to the Vanguard login page and entering my credentials, it worked as usual (I was using a VPN). Perhaps this will help others. 

Thanks for that. What was the specific log-in problem you had? Mine was system said my username or password incorrect (but it was correct).

Also now that you're able to log in, is everything on the site normal? I can log in after clearing cache, but some links (Accounts and Balances and Secure Message, for example) on my account turn up only blank screen when I click on them.

[DFPhuket]

On 11/1/2022 at 9:14 AM, david_je said:

What was the specific log-in problem you had?

I actually don't remember what the error message was before I cleared my cache. I just tried logging in to the website t's still working today (a couple of days later) and everything seems ok. I also have the app on my iPhone and it is working as usual.