NatWest banking app down leaving customers locked out of accounts | Personal Finance | Finance

calico 11/10/2024

The NatWest banking app is down, with hundreds of customers reportedly locked out of their accounts.

Reports of log-in failures have flooded the website Down Detector since 8am, with 961 customers claiming an outage so far.

Disgruntled customers have taken to social media platform X, with one stating: “What’s wrong with app… can’t even get onto log in page.”

Another said: “Hi, NatWest app is down again. This is happening too frequently.”

This comes even though the bank’s service status page indicates that everything should be operating normally.

NatWest warned of planned routine maintenance work on both its mobile app and online banking, however, it stated those services would only be unavailable between 2am and 6am on November 10.

According to Down Detector, 53% of customers have reported problems with mobile login, while 33% have reported issues with mobile banking.

So far, 15% have reported problems with the online banking service.

Those reporting issues with the mobile banking app have been presented with an error message stating: “We’re sorry, some kind of error has occurred when trying to establish a connection between your device and ourselves.”

It advises people to “please close the app and try again”, before listing off various reasons for the error, such as a WiFi connection and not having an up-to-date app.

When attempting to log back on, the error message still occurs.

NatWest has confirmed it is investigating the issue but noted there is no timescale for a resolution as of yet.

Responding to an unhappy customer, the NatWest Help account wrote on X: “We’re aware of the issue and our technical teams are looking into this. There is no timescale for a resolution at this stage, though the team will be working to resolve this ASAP.”

It added: “If you need urgent access to your account you can try logging in to online banking on the website or calling the telephony team using the number on the back of your card.”

Some customers have been met with obstacles when attempting to access the online banking service, as it requires authentication via the app. This leaves the telephony team as the best bet for those needing access to their cash urgently.

Sharing the details on X, NatWest Help wrote: “If you do need to urgently access your accounts, our telephony team are available on;