MSE News

TSB customers struggle to access online banking

TSB customers have been reporting problems trying to use the bank's online services this week – here's what we know so far.

Update 3pm 13 August: TSB has told us all issues are now fixed, after four days of complaints on social media about the bank's online services not working for some. But let us know if you're still struggling by emailing

We've seen complaints on social media since Monday from customers getting error messages when trying to use online banking, with some saying they've experienced glitches when trying to complete TSB's security questions to log in.

Back in 2018, TSB was plagued with long-running disruption to its online banking and app service over a two-month period.

What happened?

The complaints we've seen centre around logging in to and accessing online banking – here are just a couple:

The issues aren't universal though, and TSB insists the vast majority of customers have been able to use online banking services as usual.

TSB told us that the issues had been fixed at about 11am on Monday, but we continued to see complaints in the afternoon and as of 5pm on Monday the bank told us it's working to fix the problems "as quickly as possible".

We've also seen a handful of complaints from customers who claimed they've struggled to use the TSB app, but the bank says this is "fully functional" and hasn't been affected by technical problems.

TSB says if you're having issues, you can get individual help by phoning up, using its online chat service or contacting it on social media. 

What does TSB say?

A TSB spokesperson said: "We're aware a very small number of customers have been experiencing issues accessing their internet banking today.

"We're working to fix this for them as quickly as possible and apologise for any inconvenience caused. Our mobile banking app remains fully functioning."

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