Banking app says my phone is rooted, but it isn't!

[Nick_1020]

Hi,

I've just updated my Santander banking app, but it now no longer runs as it's telling me that my phone is rooted.

However, my phone isn't rooted and it's got stock firmware on as well. I've tested the root in a few apps and all report back that there is no root access.

I've tried disabling developer options but that didn't make a difference.

I don't mind installing the previous version again, but getting hold of the installer from a trusted source is a must

I've emailed the bank to see if they can do anything, but in the meantime, I would be grateful if anyone can suggest any workarounds please?

Thanks

 

[Ayush Rao]

Hi,

I've just updated my Santander banking app, but it now no longer runs as it's telling me that my phone is rooted.

However, my phone isn't rooted and it's got stock firmware on as well. I've tested the root in a few apps and all report back that there is no root access.

I've tried disabling developer options but that didn't make a difference.

I don't mind installing the previous version again, but getting hold of the installer from a trusted source is a must

I've emailed the bank to see if they can do anything, but in the meantime, I would be grateful if anyone can suggest any workarounds please?

Thanks

Go to settings in the playstore and check if it says device certified.

 

[Nick_1020]

Go to settings in the playstore and check if it says device certified.

Thanks for the reply Ayush Rao, my device is showing as certified in the store settings.

Sent from my SM-G935F using Tapatalk

 

[Ayush Rao]

Thanks for the reply Ayush Rao, my device is showing as certified in the store settings.

Sent from my SM-G935F using Tapatalk

All right then it's a bug in the app mostly probably since I doubt safetynet has been triggered. Did u unlock ur phone's bootloader?

Download this app and run the Safetynet test and report back here please:

https://play.google.com/store/apps/details?id=com.atominvention.rootchecker

 

[Nick_1020]

All right then it's a bug in the app mostly probably since I doubt safetynet has been triggered. Did u unlock ur phone's bootloader?

Download this app and run the Safetynet test and report back here please:

https://play.google.com/store/apps/details?id=com.atominvention.rootchecker

Thanks for the reply.

The device shows as not rooted and compatible with SafetyNet:
SafetyNet request passed
CTS profile match passed
Basic integrity passed

 

[Ayush Rao]

Thanks for the reply.

The device shows as not rooted and compatible with SafetyNet:
SafetyNet request passed
CTS profile match passed
Basic integrity passed

Yup definitely a bug with ur banking app. Contact them and ask for a fix.

 

[rrspikes]

You have a SM-G935F? Where did you purchase your phone? Was it sold to you as 'unlocked'?

 

[Nick_1020]

You have a SM-G935F? Where did you purchase your phone? Was it sold to you as 'unlocked'?

It's a contract handset from my carrier (3). I believe all their handsets are sim unlocked.

 

[Nick_1020]

I contacted the bank, but they weren't very helpful.

The first advisor suggested to search for the app on the Play Store and I will be able to install the previous version which is incorrect. They also said that there was some bugs with the updated version which might be the reason for the problem.

The second advisor reiterated that the app will not work on rooted devices for security reasons. Fair enough I replied, but my phone is not rooted!!

However, I think it may be because the phone was rooted when it was running MM, but since then I upgraded to Nougat and have not rooted it since. Perhaps whatever checks the app makes can detect that it was rooted? I'm not sure, but it's definitely not rooted at the moment.

Anyway, I took a full backup with Smart Switch about 2 months ago which I only remembered earlier this evening so I was able to restore the version of the banking app from that backup.

Problem solved and I didn't have to resort to looking for dodgy apk files on the internet

Thanks for the replies all.

 

[natehoy]

A former root should not carry between reloads of the OS - but there are a few tripwires in the system that might not have reset properly when you reloaded the OS with non-root.

"Settings" / "About" - Security Enhancements for Android should read "Enforcing"
"Settings" / "About" / "Status" - at the bottom "Device Status" should read "Official"


It's highly unlikely that the bank is being this picky but under "About" the Android security patch level should read "December 1, 2017" (at least that is the current version on my stock AT&T one)

Other than that, unless the former rooting tripped the Knox tripwire (I don't know how to reset that one) there's some setting somewhere obviously - I'm assuming you have done a factory reset and you are running the Samsung stock bootloader?

 

[sajid khan]

Hi is it possible you could help me out i need the old santander apk too because i cant use the app on my phone either which is not rooted and i cant find an old apk anywhere. I would be very greatfull iff you could upload it somewhere thanks.

 

[SwampFrog]

Hi,

I've just updated my Santander banking app, but it now no longer runs as it's telling me that my phone is rooted.

However, my phone isn't rooted and it's got stock firmware on as well. I've tested the root in a few apps and all report back that there is no root access.

I've tried disabling developer options but that didn't make a difference.

I don't mind installing the previous version again, but getting hold of the installer from a trusted source is a must

I've emailed the bank to see if they can do anything, but in the meantime, I would be grateful if anyone can suggest any workarounds please?

Thanks

Check to see if the SuperUser Root Manager App is installed on your phone. Some banking apps just check for that app instead of checking for an actual root. Delete SuperUser and try the app again.

 

[Nick_1020]

The previous version of the app continued to work without any problems until today. When launching it, a popup message appears telling users that the version is no longer supported and to update or exit. Updating to the latest version results in the app telling me that my phone is rooted and I'm unable to use it.

It seems quite a few users are having similar issues with unrooted phones and this particular banking app, but the bank isn't listening and taking action which is resulting in fewer people being able to use their app.

I can understand why certain sensitive apps have measures to ensure security, but something isn't quite right here. Also, what is stopping someone with a rooted phone using a browser to access their online banking? Perhaps they should just add a disclaimer and let their customers decide, or better yet, enable access from a previous version of their app?

Going to try a reset to see if that helps, but beyond that, I'm out of ideas.

 

[Antosino]

You said you rooted your phone in the past, but removed it? You triggered Knox when you rooted it the first time, removing the root will never fix this - it is permanent. There are some ways to "fake" it for some apps, but at the end of the day you have tripped Knox and can never undo it and if the banking app is relying on Knox chances are you will never be able to use it without rolling back to a prior version.

Google "S7 root Knox" or something similar to read about it. This is the main difference with rooting these days - for instance, I haven't rooted my s9 yet because triggering Knox will permanently disable Android pay, secure folder, and a bunch of other stuff. It also immediately and permanently voids any sort of warranty. It's not like jailbreaking an iPhone 5 years ago where you can wipe it and be good - you root once, Knox is tripped forever.

Edit:
You told the CS agents you aren't rooted, but if you mention you were in the past they'd be able to give you specific info if you get somebody in tech support. I wouldn't do this, of course, but it would be a way to find out. You could always call from another number and ask anonymously without giving any account information just to see if tech can let you know if they rely on Knox at all.

 

[mdbier88]

Hey Nick - did you ever get this sorted? I am having the same issue - never rooted or anything. Have reset and done a software repair but no luck...

 

[Harrel June Ceniza]

Hey Nick - did you ever get this sorted? I am having the same issue - never rooted or anything. Have reset and done a software repair but no luck...

I tried uninstalling SuperSU as what SwampFrog suggested and it worked like magic!

 

[Rhianna Kavanagh]

Hiya ive had the same problem with my phone however with Google pay it informed me that the device is rooted however when I applied to root check in your link provided, it informed me the phone is not rooted but my play store certficate is not certified and the saftey net failed as it said ky device was not compatable please help I jist bought this sonyZ5 compact brand new from eBay sealed in a box... Today

 

[Nick_1020]

Hey Nick - did you ever get this sorted? I am having the same issue - never rooted or anything. Have reset and done a software repair but no luck...

Yes...all sorted, but ironically I had to root my phone to resolve it.

I had to format my data partition, remove encryption then follow the initial setup of the phone. Once that was done I rooted with Magisk. To get Santander to work, Magisk needs to be hidden and Santander needs to be in the hidden list.

You also need to add some domains to be blocked at hosts level and this comes at quite a bit of risk as the app contacts those servers for your safety. I won't post the domains as I don't want to be held responsible if anything goes wrong.

 

[Nick_1020]

Hiya ive had the same problem with my phone however with Google pay it informed me that the device is rooted however when I applied to root check in your link provided, it informed me the phone is not rooted but my play store certficate is not certified and the saftey net failed as it said ky device was not compatable please help I jist bought this sonyZ5 compact brand new from eBay sealed in a box... Today

Is there a chance you have bought a refurbished phone that was advertised as new?

https://www.groovypost.com/howto/howto/check-android-reconditioned-or-oem-status/

 

[TJ14981498]

Hi i know this post is a few years old but my santander app is doing thr same thing now, this phone has never been rooted, i bought it in a sealed box from virgin mobile !