TSB outage locked hundreds of customers out of mobile and banking app


AN online glitch at TSB this morning left hundreds of frustrated customers unable to log into online banking or the app.

The problems started around 8am today, with users reporting issues on both social media and complaints website DownDetector.

TSB problems left frustrated customers unable to log into online banking or apps this morning

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TSB problems left frustrated customers unable to log into online banking or apps this morning Credit: DownDetector

Although the issues are now said to be fixed, some Twitter users said they were unable to transfer cash while others couldn’t pay their bills.

One user said: “@TSB my banking app isn’t working again this morning (had the same issue a couple of weeks ago).

“Could you look into this ASAP please as I have bills to pay today?!”

While another said: “Morning, I’m having problems using my app, need to transfer money but keeps saying need to reset device so going through procedure one time password etc but then says trouble authenticating login?”

Hundreds of TSB users complained about problems on the DownDetector website

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Hundreds of TSB users complained about problems on the DownDetector websiteCredit: DownDetector

What to do if you can’t access your money

If you can’t access your money and you need to urgently, here’s what to do:

  • Visit your local branch as soon as you can.
  • If you can’t get there, or it is closed, call your bank and ask for its guidance on what to do. 
  • If the bank’s phone services are also down or busy, try contacting your bank on social media to ask what to do. But remember: don’t ever share your account details over social media.
  • Try to do this on the day the problem arises so you can show you made every attempt to solve the issue.
  • If you still can’t access your money, begin gathering evidence for a complaint.
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And a third added: “How long is the app going to be down for?

“My 70 year old father relies on the app to save him driving five miles to his nearest branch as you decided to shut down his local branch!!”

Customers can see if there are any issues with TSB’s services by checking its dedicated page on its website.

Currently, the bank says it’s aware of “intermittent issues” with the mobile banking app.

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But a spokesperson told The Sun service has been restored, although there can sometimes be a lag.

It added the service status page will update shortly, while most customers would’ve been able to use the app without issues.

TSB said on its website: “We apologise for the inconvenience to anyone impacted.

“We recommend customers try turning WIFI and/or mobile data on and off to see if that resolves the issue and try logging in again.

“Alternatively, customers experiencing difficulties can use internet banking, on our website, or telephone banking.”

The outage comes just days after TSB announced plans to close 164 branches due to a rise in mobile banking.

Back in April, an outage left TSB customers locked out of their accounts for three hours.

Two weeks later, it went down again, at the same time as HSBC and First Direct, affecting thousands of customers.

TSB pain as customers complain that app crashes and loads onto a blank page instead of displaying their mini statements





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