Hundreds of customers with HSBC, TSB, and First Direct have been left unable to access mobile banking this morning, due to UK-wide issues causing banking apps to crash every time they’re launched. A similar issue is also impacting customers with Santander.
Hundreds of frustrated customers have flooded social media to complain about the issues, which prevent customers from using their smartphones to check the balance in their accounts, set-up standing orders, make transfers, and more. However, none of the banks have offered an explanation about the issue, which started almost an hour ago.
Worst still, HSBC uses its app to generate secure keys – to help verify your identity – which is currently not possible due to the issues with the mobile app. While customers can access some of the same services online, their inability to generate secure keys using the app, which is available on iOS and Android, means this isn’t a true replacement during the outage.
Independent service Down Detector, which monitors whether websites and online services are experiencing difficulties by tracking mentions across social media, reported huge spikes in customer complaints after 8am this morning. HSBC, First Direct and TSB saw complaints spiral at the same time – with as many as 400 reports every minute being tracked by Down Detector’s clever monitoring system. Using the geolocation from these social media posts, it’s clear the outage is impacting people across the UK.
Meanwhile, customer care representatives from TSB have replied to a number of tweets from angry customers, who are still unable to access the mobile app. However, there’s no explanation about what is causing the outage and the advice includes switching from a Wi-Fi connection to mobile data. In response to one customer complaint, the official TSB account on Twitter replied: “Are you able to try using mobile data to access our website and mobile app to see if this helps please? Once you’ve been able to try this, are you able to DM us to confirm what happens please?”
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