TSB Mobile App Not Working and Online Banking Goes Offline: What Happened? -

On September 1, 2025, starting at approximately 11 a.m. At UK time, TSB customers began experiencing widespread failures with both the mobile banking app and online banking services not working. Within just a few hours, over 1,300 reports surfaced on Downdetector, where users commonly encountered an error message:

“We weren’t able to do that. Service Temporarily Unavailable.” The Sun

TSB responded publicly via social media, acknowledging the issue and expressing that they were “working to resolve this as soon as possible.” Meanwhile, Downdetector’s status page revealed mounting user complaints, reflecting real-time frustration.

Customer Reaction and Frustration with TSB App

The outage drew sharp criticism from the bank’s customers. Social media platforms were awash with complaints:

One user expressed: “When will the mobile banking be back up? … Second time in a few days your service has been down for hours. I’m now being charged for a failed payment.”
Another declared: “As soon as I can, I’ll be closing my accounts and going elsewhere. This happens far too frequently.”
A different voice lamented the timing: “Start of the new month and your banking app is down?! I’m losing money here due this.”

These complaints spotlighted not only the inconvenience but also real financial consequences—missed payments, incurred fees, and anxiety over access to funds.

What Should Customers Do?

Here’s a helpful checklist for customers affected by such outages:

Document Everything

Keep screenshots of error messages.
Record times when attempts to log in failed.

Track Lost Consequences

Note any missed direct debits, bill payments, or overdraft charges incurred due to the outage.

Contact Customer Support

Reach out to TSB to explain the situation clearly.
Ask for confirmation of the issue in writing if possible.

Lodge a Formal Complaint

Use the details you’ve gathered to file an official complaint through the bank’s complaints process.
Refer to TSB’s support website for guidance on how to proceed.

Escalate If Needed

If not resolved within 15 days, escalate your complaint to the Financial Ombudsman Service (FOS).
The FOS may order compensation, especially where a financial loss (missed payment fees, credit score impact, etc.) occurred due to the outage.

TSB’s Public Communication and Response

TSB openly acknowledged the outage, offering apologies and assuring users the issue was being addressed. Their official service-status page continues to indicate that both mobile and internet banking are experiencing intermittent issues, though telephone and branch services remain available. TSB

TSB service has gone offline for few hours

Despite acknowledgment, delayed or insufficient communication has left many users feeling uneasy and uninformed. Better proactive updates via SMS, email, or dedicated status pages would help manage customer expectations during such incidents.

The Broader Picture: IT Turbulence & Legacy Troubles

Though this outage appears to stem from short-term technical failure, it sits within a broader context of TSB’s historical IT struggles. In 2018, TSB launched a major migration to a new banking platform, triggering a catastrophic system failure. This left large swathes of customers without online access for weeks and exposed serious organizational and oversight deficiencies.

Given that legacy and now this pattern of recurring outages—questions are being raised about TSB’s capacity to sustain reliable digital services.

What TSB Could Do Better

Robust Infrastructure Improvements
Design more resilient systems that can manage load spikes, especially around pay-days or month-end.
Advanced Monitoring and Early Warning Systems
Real-time tech assessments to identify and mitigate risks before they escalate.
Transparent Real-Time Communication
Clear, frequent updates on expected resolution times and affected services.
Compensation Strategies
Automatically refund fees caused by outages and simplify reimbursement for affected customers.
Rebuilding Customer Trust
Post-outage reviews, independent audits, and visible improvements are essential to rebuild trust.

Conclusion

The TSB banking outage on September 1, 2025 disrupted digital services at a critical time for many customers. Affected users faced inconveniences, failed payments, and possible financial penalties. While documentation and escalation through proper channels offer a route to possible recourse, the bigger issue lies in repeated failures affecting customer confidence.

A bank that heavily relies on digital delivery must invest significantly in dependable, transparent, and consumer-centric solutions.

TSB Mobile App Not Working and Online Banking Goes Offline: What Happened?