HSBC down: Thousands of customers unable to log into mobile banking app - 'People have bills to pay!'

HSBC UK logo outside bank branch

HSBC UK said it is 'investigating' amid reports the banking app is not working today

Jessica Sheldon

By Jessica Sheldon

Published: 24/11/2023

- 10:09

Updated: 24/11/2023

- 12:40

HSBC has confirmed the bank is investing the reports as a "matter of urgency"

HSBC customers have vented their anger as they found their banking app was not working this morning.

Some customers have been unable to log into their mobile banking app, such as to settle bills, while others have reported they couldn't verify payments for Black Friday purchases. Customers can opt to confirm purchases via a one-time code sent to them via SMS.

There have been more than 3,000 HSBC outage reports this morning, according to the website Down Detector.

HSBC UK said it is investigating “as a matter of urgency” as customers have been struggling to access banking services on Black Friday.

HSBC UK says 'service unavailable' when customer tries to log into mobile banking app

HSBC UK says the 'service is temporarily unavailable' when customers try to log into mobile banking app


The bank has apologised to customers and said it is working to restore its mobile and online banking service, including the authorising of online card purchases via the app.

HSBC UK said in a statement: “We’re working hard to restore HSBC UK’s mobile and online banking service, including the authorising of online card purchases via the app.

“We understand this is really frustrating for some of our customers, and we are really sorry for the inconvenience.”

A message posted by the bank on X, formerly known as Twitter, said: “We understand some customers are having trouble accessing banking services as usual right now.

“We’re investigating this as a matter of urgency and will share an update as soon as possible.”

One X user responded to HSBC UK’s message: “Literally the worst timing ever. People got paid and have bills to pay.”

Another said: “Got to move some money so I can buy some Black Friday purchases (that I don’t need) Maybe it’s a sign!”

"Please hurry up. I have bills to pay and need to go food shopping after but I need to know what I can budget because, well, we are in a cost of living crisis," a third told the bank.

HSBC UK bank branch

HSBC UK customers explained they couldn't visit bank branches in their local area due to closures


Another wrote: "Great thanks a lot, now I'm stuck and can't do anything while I have to transfer money to my other accounts to make payments. We have bills to pay. Atrocious!"

Some angry customers pointed out they were no longer able to visit their local branch due to bank branch closures.

One person pointed out their local HSBC was now 60 miles away.

Another remarked on the bank branch closures and added: "It’s payday, bills are going out but I can’t transfer my wage to pay them. You gonna pay everyone’s overdraft and late payment charges?"

HSBC UK said the issues are not affecting customers of the bank's sister brands First Direct or M&S Bank.

The disruption is the result of an internal system issue.

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