TSB down updates — Thousands of users unable to access online banking as mobile app suffers mass outage

Issues begin to drop

Reports of an outage at TSB have fallen in recent minutes as users seemingly regain access to the bank's mobile app.

As per Downdetector, reports peaked at just under 3,000 but have now fallen below 700.

TSB confirmed earlier it is working to resolve the issue, writing on X: "We’re aware that customers are experiencing issues with our digital services. We’re sorry for any inconvenience and are working hard to resolve it."

What issues are users facing?

Today's issues at TSB mostly centre on the bank's mobile app.

Users report that both online and mobile banking are down, leaving customers unable to access their accounts.

Below is a breakdown of user complaints, as per Downdetector:

Can I claim compensation for an outage?

Banks aren’t obliged to pay compensation to customers if there’s been an outage or if they’ve experienced technical issues.

But you might be entitled to some money back depending on how much the disruption affected you.

You’ll have to present evidence of how the outage negatively affected you, including any extra costs incurred through possible late payment fees.

You should make a note of when you were unable to access the services and the names of the people you spoke to at the company that suffered the outage.

If your bank doesn’t resolve any complaint, you can take your case up with the Financial Ombudsman Service.

Reports fall as users regain access

User complaints have dropped dramatically in recent minutes as customers regain access to the TSB app.

App users were unable to log into their accounts this morning, sparking rage online.

Users fume amid outage

Responding to TSB's status update, users have slammed the bank.

One angry X user wrote: "A little late with this post. Customers have been locked out all morning."

While another added: "Not good enough, 3rd time I have been affected!! I have things to do which cannot be done without access to my account!!"

Over 900 complaints and rising

Over 900 user reports have been issued this morning, as per DownDetector.

Customers have reported being unable to access the bank's mobile app.

Complaints beggining to fall

According to DownDetector, user complaints are beginning to fall as more customers get access to their online banking.

Despite this, reports of outages are still far above the normal level.

We will keep you posted on any updates.

Is internet and mobile banking safe?

Internet and mobile banking is a more convenient way to manage your money and is generally safe as long as you keep your details secure.

Banks and building societies have plenty of processes to keep their websites and apps secure or they could get in trouble with the Financial Conduct Authority.

Their websites are encrypted so only you can view your account page and they are programmed to time out after a period of inactivity.

They will have strict login processes that may require a card reader or sending a code to your mobile phone.

There are steps you can take such as setting up a login and password that cannot be easily guessed and only logging into your account from a secure and private wi-fi connection.

Also, check who you are transferring money to and ensure they are legitimate.

The rise of online banking has also encouraged scammers to try to dupe account holders with emails and text messages.

Always check details with your bank separately.

The main providers also offer a service that verifies the details of someone you are transferring money to, which gives you an extra layer of security and ensures that person or company is genuine.

Customers left furious

Dozens of furious customers took to Twitter to express their anger.

One said: "TSB can’t get into your app because it's down please don't reply asking me to DM you with further information, it’s a you problem and I’m not the only one affected."

And another furious customer said: "Yet again the app is down, beyond frustrated now."

TSB service status page

TSB does have a service status page that currently states that both internet banking and mobile banking are unavailable.

Customers are still able to use telephone banking, which has not been affected.

What has TSB said?

Replying to complaints on social media, a TSB spokesperson has said they are aware of the issue.

They said: "We’re aware customers are experiencing issues logging into our Mobile Banking app and Internet Banking.

"We’re working to resolve this as soon as possible and apologise for any inconvenience."

Users rage as banking app faces outage

One person on Twitter said: "Unexpected error logging in, on both mobile and my computer."

Two others were quick to respond to say that they are having issues with their online banking.

Another customer said: "I can't log in to the Android mobile app. If I click 'Log in', I am told that there 'was an unexpected error.'

"This has been happening all morning."

Can I claim compensation for an outage?

Banks aren’t obliged to pay compensation to customers if there’s been an outage or if they’ve experienced technical issues.

But you might be entitled to some money back depending on how much the disruption affected you.

You’ll have to present evidence of how the outage negatively affected you, including any extra costs incurred through possible late payment fees.

You should make a note of when you were unable to access the services and the names of the people you spoke to at the company that suffered the outage.

If your bank doesn’t resolve any complaint, you can take your case up with the Financial Ombudsman Service.