The folks at Citibank don’t know what they’re doing.
I’ve been logging into their student loan website site once or twice a month for a couple years now, to make payments or check the balance on my loan. And every time I tried to login through the form in the homepage sidebar, it would fail. Like most sites, it takes you to a full login page with an error message when your login fails. I would enter the exact same username and password there, and it would let me in. I bookmarked the full login page, but usually forgot about it until I was typing my credentials into the homepage two weeks after the last time it happened.
Today, I finally found the problem when trying to figure out why the same account was failing to connect in Mint.com:
The site only allows passwords up to eight characters.
The homepage login form allowed me to enter what I thought was my full 9-character password. The full login page has
maxlength="8" on the password input, so when I re-typed it there, it got my actual 8-character password. The problem wasn’t with the login form, or with Mint: my password has always been one character shorter than I thought, because it got cut off when I registered.
Unbelievable. I’ve heard some pretty awful stories about password policies (where they can’t be longer than 6 or 8 characters, like this one, or can’t include numbers or symbols), but typically they mention that on the signup page, and throw an error if you fall outside the requirements. I checked and found that the registration form does say, “Your password must be 6-8 characters in length and contain at least one number and one letter,” but instead of warning me that I went over the limit, they silently “fixed” it for me and left my account less secure than I thought it was. Bang-up job, guys.