NatWest down: Online banking app not working in major outage

NatWest’s online banking app has broken in what appears to be a major outage.

Customers reported they were unable to log in and instead shown an error message telling them to try using the website. An “error has occurred”, the message read, alongside a statement that NatWest is “working hard getting everything back up and running for you”.

NatWest says that “over 10 million customers” use its mobile banking app to access their account “every day”.

The bank said on Twitter/X that it was aware of the issue and working to resolve it. “Our team are looking into this as a matter of urgency,” it said.

“We do not have a timescale at present as to when it will be resolved,” Natwest told customers.

In response, customers warned that they had been unable to undertake important travel or buy things as planned.

Some customers found they were able to log in through the website instead of the app. When logging in, the website asks for a code that is usually sent to the app – but the bank said that it should be possible to ask for a text instead, which will do the same job.

It also advised people to call the number on the back of their card if they needed to urgently transfer funds.

The problems started around 9am local UK time, according to tracking website Down Detector. The issues appear to have been reported right across the country.

NatWest says it is making a number of improvements to its app “over the coming months”, with the aim of making it more personalised.

NatWest reassured customers the issue stemmed from an update it made to the app on Thursday, after some customers raised concerns over recent major cyber hacks affecting Marks & Spencer and the Co-op.

High street banks have been in the firing line over a string of outages that have affected customers, particularly around the end of month when it is typically pay day for many households.

Data gathered by the Treasury Committee in March found there had been more than 33 days' worth of unplanned tech and system outages in the last two years for nine of the UK's biggest banks and building societies.

NatWest had 13 "material" incidents between 2023 and 2025, paying nearly £350,000 in compensation for customers who complained, it told the committee.

Barclays said it could pay up to £12.5 million in compensation for millions of customers affected over the period.

Common reasons given for the incidents include problems with third-party suppliers, disruption caused when systems were changed, and internal software malfunctions.

Jenny Ross, money editor for consumer champion Which?, said: "Banks are encouraging more and more of us to rely on apps to do our essential banking, so when these go down it can be devastating.

"In the worst cases there's a risk that impacted NatWest customers may miss important bill payments, find themselves unable to pay for essential services or risk going overdrawn - issues which could come with knock-on effects like late payment or overdraft penalties, or affect their ability to get credit or borrow money.

"NatWest must ensure customers are kept updated and are swiftly compensated where appropriate.

"Anyone affected should keep evidence of impacted payments in case they need to make a claim, and if you think you'll be unable to pay a bill, contact the company involved as soon as possible to ensure they're aware and waive any late payment fees."

Additional reporting by agencies