Santander down updates — Hundreds of users unable to access online banking amid outage

• Henry Moore

• Updated: 8:12, 2 Feb 2024

HUNDREDS of Santander UK users were left without internet banking on Thursday morning.

Over 900 users reported issues with the online banking platform this morning, as per DownDetector.

During the outage, Santander UK told us: "We’re aware that customers are currently unable to access our online banking services. We’re very sorry for the inconvenience this is causing, and we are working hard to fix the problem as soon as possible.

"Mobile banking services, Debit cards, credit cards, ATMs, telephone and branch banking services are not affected, and customers can continue to use these services as normal."

All issues have now been fixed.

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• 1st Feb 2024, 12:30By Henry Moore

  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.
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• 1st Feb 2024, 12:00By Henry Moore

  Users unable to login

  The main issue facing Santander UK customers is centred around the internet banking platform's login system.

  Users have said they are unable to get passed the login screen, instead, they are met with long load screens and error messages.

  This is reflected on DownDetector also:

  

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• 1st Feb 2024, 11:30By Henry Moore

  Certain devices can interfere with connection

  WiFi routers use radio signals to connect devices. These signals can be interrupted by other devices.

  If you're having issues with your WiFi signal, check to make sure these following devices are kept away from your router:

  • Bluetooth devices
  • Cordless phones
  • Fridges
  • Baby monitors
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• 1st Feb 2024, 11:00By Henry Moore

  Who has been impacted?

  This morning's issues have seen users unable to log into their Santander internet banking accounts.

  As per DownDetector, the issues are mainly found in London but are also being seen elsewhere in the UK:

  

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• 1st Feb 2024, 10:35By Henry Moore

  Fuming users flood social media

  Santander UK users have flooded X with complaints as they are unable to access the online banking service.

  One wrote: "Can't log in to online banking here either. Just keeps loading and loading then times out. Really annoying!"

  While another raged: "YOU NEED TO GET ONLINE BANKING BACK PRONTO, I HAVE NO ACCESS TO MOBILE APP. BANKS CLOSE BUT SYSTEMS ARE JUST NOT FOOLPROOF TO DO THAT FOR ELDERLY LIKE ME DISASTER WAITING TO HAPPEN."

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• 1st Feb 2024, 10:30By Henry Moore

  Can you claim compensation?

  Banks do not have a fixed compensation scheme for service disruption.

  However, depending on how much it has affected you, you may be entitled to some money back.

  It is worth gathering evidence of your problems so you can make a formal complaint to Santander directly.

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• 1st Feb 2024, 10:22By Henry Moore

  How can I check if Santander is down?

  Santander has it's own dedicated page on its website which shows if any services are affected.

  This includes mobile, online and telephone banking as well as card payments.

  The bank's support team has also confirmed it is facing technical issues via X this morning.

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• 1st Feb 2024, 10:17By Henry Moore

  Reports soar amid today's issues

  Complaints have continued to rise this morning as users report being unable to access Santander UK's internet banking.

  

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• 1st Feb 2024, 10:12By Henry Moore

  Santander 'working hard' to resolve issues

  Responding to one user on X, Santander UK said they are "working hard" to fix today's issues.

  The post read: "We have been notified of a technical issue that is effecting some customers logging into online banking.

  "Our support teams are working hard to get this resolved as soon as possible. We apologise for any inconvenience this has caused."

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• 1st Feb 2024, 10:11By Henry Moore

  Santander users unable to access online banking amid outage

  Santander UK users have reported issues accessing online banking this morning.

  Over 1,000 users complained of problems, as per DownDetector.

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