NatWest app down, leaving furious customers unable to transfer money or pay bills

30 August 2024 , 09:48

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NatWest app down, leaving furious customers unable to transfer money or pay bills

NatWest customers say they cannot send payments through its app this morning, with the banking giant confirming the issues on its X/Twitter social media account

The NatWest banking app went down this morning, with furious customers complaining that they couldn’t send payments.

Outage tracker DownDetector detected more than 1,000 complaints from disgruntled NatWest users shortly after 7am today. Royal Bank of Scotland (RBS) - which is owned by NatWest Group - also appears to be experiencing issues, with almost 200 complaints on DownDetector. NatWest told The Mirror the issue was resolved shortly after 9.30am. 

Customers had taken to X, formerly known as Twitter, earlier today to say they kept getting logged out of the app when they tried to process a payment. The outage came on the last working day of the month, which is when millions of people are likely to have been paid. It isn’t clear what caused the issue or if all NatWest app users were affected.

@NatWest_Help I can’t make a payment to someone via my banking app. Let’s me get the whole way through, and then when I go to send the payment it says there’s been an error and my session has timed out.

— Filmflammable (@filmflammable) August 30, 2024

@NatWest_Help what is going on with your app? Every time I try to make a transaction it keeps logging me out. Even when trying to approve a transaction. Very frustrating ????????

— Darren (@neavesy_3) August 30, 2024

One person said: "I can’t make a payment to someone via my banking app. Let’s me get the whole way through, and then when I go to send the payment it says there’s been an error and my session has timed out." Another person said: "Does the app have bug? I’m trying to pay my bills and it continues to log me out! I’ve tried 20 times this morning!" 

A third person asked: "Is your app working ok? I can’t make payments or transfer money this morning." A fourth said: "What is going on with your app? Every time I try to make a transaction it keeps logging me out. Even when trying to approve a transaction. Very frustrating." Another said: "Trying to send money to pay my rent and it keeps kicking me off."

In response to one complaint, 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.” NatWest Group has around 19 million customers. 

A spokesperson from NatWest told The Mirror: "Some customers experienced difficulty in making payments via the mobile app this morning. This has been resolved and customers can make payments as normal. We’re sorry for any inconvenience caused."

Thomas Brown