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Natwest resolves ‘glitch’ that left thousands of customers unable to access accounts

Lars Mucklejohn
·2-min read
Natwest has had nearly 4,000 outage reports on Downdetector
Natwest has had nearly 4,000 outage reports on Downdetector

Thousands of Natwest customers were left unable to access its mobile app and online banking services for roughly four hours on Tuesday morning, triggering a flurry of complaints on social media.

The bank has since said it fixed the “glitch” and apologised to affected customers.

“The mobile app and online banking service should now be working as expected,” it posted on X, formerly known as Twitter.

“Please try logging in as normal. Thank you for your patience and apologies for any inconvenience caused.”

The outages started at around 5.40am on Tuesday morning, affecting some customers across both retail and business banking.

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Natwest received a surge in reports of issues on outage tracking website Downdetector.com, peaking at nearly 4,000 at around 7.30am. Most of the reports related to either mobile banking or online banking, with some users flagging issues with logging in online.

When trying to login to Natwest’s mobile app, users were presented with a screen saying “some kind of error has occurred when trying to establish a connection between your device and ourselves”.

The issues were resolved at around 9.30am.

Users on X complained that they were unable to access their bank accounts, meaning they could not check balances or transfer money.

The bank said customers could still use debit and credit cards to make payments and access cash from ATMs and the Post Office.

Natwest added that customers could visit one of its branches for in-person services, although one user pointed out that their local branch had been closed.

“We are aware that some customers were experiencing difficulties accessing Natwest mobile and online banking this morning,” a Natwest spokesperson said.

“The issue has been resolved and customers are now able to log in as normal. We apologise to customers for any inconvenience caused.”

Updated with new comments from Natwest