Santander apologises for app problems after hundreds were left unable to access bank account
Hundreds of Santander customers are unable to access their mobile banking app this morning
GETTY | GB NEWS
Hundreds of Santander customers reported problems accessing their bank accounts this morning after they found the new mobile app was not working.
As of 8.50 am this morning, there were 245 reports of Santander app problems, according to the website DownDetector.
UPDATE 11.18 AM: Santander has told GB News the problems with the new mobile banking app have now been resolved.
The bank said they were aware some customers were having "issues" logging into the new app.
In a post on X, formerly Twitter, Santander added: "Our team are working hard to get this resolved as soon as possible, as soon as we have any further updates we will let you know."
They said in the meantime, customers were advised to use their website for banking needs.
On social media, one person wrote: "Why is my app not working? It doesn't help when you just put an 'oops' message."
Santander customers have reported problems with the new mobile banking app today
GB NEWS
Another penned: "Good morning. Is your mobile banking app down. I have been kicked out of it and an error message displays."
A third reported: "My Santander app has updated, I cannot log in now, just says. 'Something went wrong'. I've tried using mobile data and WiFi. Uninstalled the app, reinstalled...nothing! Frustrating, when is this being fixed?"
"The new app doesn't work on either of my devices, when I try to log in it says, 'That didn't work', I have restarted my devices," another said.
One customer said: "I cannot log in to the new version of the app and see I'm not the only one. Can't even get to the login page despite deleting and reinstalling the app multiple times! Is this an app problem or wider issue? Useless!!"
GB News has seen problems with the new Santander "pilot" app.
When this app is selected, a pop-up displays: "Something went wrong. There was a problem with your request. For security reasons please start again."
GB News understands there is not a problem with the old Santander app, meaning users which have not been switched over may be able to still log in.
A Santander spokesperson said: "Our mobile banking app is working normally following a small number of users having issues logging into the app earlier today. We are sorry for any inconvenience that was caused.”Santander has been updating its mobile banking app, to bring customers "new features faster and provide a simpler, more secure and personal experience".
In a notice on its website, Santander says they will update the mobile banking app "over the next few months".
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Santander told customers they will see a "refreshed look and new things" in the new app
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It adds: "You’ll see a refreshed look and new things you can do in the app.
"You'll still be able to complete everyday tasks like checking balances and making payments."
Existing users of the mobile banking app will "get the new version no matter what device or smartphone" they have.
Santander added: "We’ll let you know about the changes by email and other ways, such as in-app messages. Keep an eye out for these in case you need to do something.
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