TSB app and website down leaving customers locked out on payday

TSB'S app and website appear to be down with customers struggling to check their money on payday.

The issue also means some customers aren't able to log-in to their accounts on Black Friday.

Outage tracked Downdetector reported issues from almost 300 people shortly before 1pm today.

It appears some customers are experiencing problems with the TSB app and its website, but the bank has yet to officially confirm any problems.

Customers have been complaining about not being able to access their online banking on Twitter.

One person said: "It's always good when companies are consistent. Payday so it means that TSB online banking and app is down again. Yay!"

A second said: "App and browser are down. Getting error messages, have deleted app, reinstalled, you’ve sent me four passcodes to reinstate and then final time said if entered incorrectly account would be blocked.

"TSB sent me codes so how are they wrong. It's payday and bill day and no access."

A third person commented: "Banking app is down yet again. And now I have been logged out."

Another said: "TSB online banking is down on Black Friday so I don't know exactly how much I have available to get anything.

"Going by searching, this is happening frequently. Might be worth me changing to another bank in the new year if that's the case."

We've contacted TSB for more information and we'll update this story when we get a response.

What to do if you can’t access your money

If you can’t access your money and you need to urgently, here’s what to do:

  • Visit your local branch as soon as you can.
  • If you can't get there, or it is closed, call your bank and ask for its guidance on what to do. 
  • If the bank’s phone services are also down or busy, try contacting your bank on social media to ask what to do. But remember: don’t ever share your account details over social media.
  • Try to do this on the day the problem arises so you can show you made every attempt to solve the issue.
  • If you still can't access your money, begin gathering evidence for a complaint.

How can I check if TSB is down?

Customers can see if there are any issues with TSB's services by checking its dedicated page on its website.

Here, you can find out what services have been affected, including mobile, online, telephone banking and card payments.

Websites such as Downdetector will also give you an indication if the problems you're experiencing are affecting others too.

This is because they rely on customers reporting complaints – they're not always accurate but can give you an idea of how widespread the issue is.

More to follow…

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