NatWest’s mobile banking app and online is currently down with customers logged out and unable to access their accounts.
A message says “some kind of error has occurred” telling customers they “cannot establish a connection”.
Users have flooded X with complaints, with one customer saying: “Natwest telling users to get to a local branch as their banking app is down. My local branch is 12 miles away as you’ve closed them all.”
Another customer expressed their difficulty in transferring money. They wrote: “What is going on? I can’t send any money over to my other account?”
The NatWest customer support account has since written back to some users, explaining they’re “aware” of an issue and are “working hard” to resolve it.
NatWest said: “We’re aware that there is an issue arranging transfers through the app. We’ve raised this internally and is currently being investigated by our tech team. I’m afraid we don’t have an exact timeframe on this, but our team are working hard to resolve this.”
It added: “In the meantime, you can still arrange payments through online banking with a card reader. Or alternatively, you can give us a call. Apologies for any inconvenience caused by this.”
While the disruption appeared to only be impacting its mobile app this morning, the bank’s service status page has now confirmed that online banking is down too.
For the mobile app, the report currently states: “Some customers are experiencing disruption using our mobile app but we’re working hard to fix this. We will share an update when we have more information. In the meantime, please use Online Banking. Customer support wait times may be longer than usual. Thank you for your patience.”
For its online banking option, the report says: “We are aware of issues with both our online banking and mobile app, including the ability to approve some online card purchases. We are working hard to fix this. Customer support wait times may be longer than usual. Thank you for your patience.”
NatWest’s website and all other services are reported to be working “normally”.
NatWest supports 9.8 million mobile customers.
We will update the article when more information becomes available.
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