Bank app or online banking not working: what to do, and where to complain (Ireland)

Is it the bank, or only your app?

The service page on this site shows an informal status built from reports submitted by users in the past 24 hours, relative to the normal number of reports. The absence of new reports only means that users have not sent a report lately—it does not mean the service is working.

Look for an official status page run by the bank itself; the service page linked here will point to it if one is published. The page also shows a brief note about the bank's website: it indicates whether the website answered, responded slowly, was unavailable, or could not be tested. This is context only. A working website does not prove the service is running, and a website that refuses access is not automatically broken.

Use the bank's official help and contact pages from the service page to see if the bank has shared information about the issue.

• Check the service page on this site, the official status page, and the official help pages.

What to do right away

Access the service from a different device or with a different internet connection (such as phone data instead of your home wifi) to check whether the problem follows your account or stays with one device. Then reverse your method: if you are on the app, try the website; if you are on the website, try the app.

Read what the bank's official help section says. A report button on the service page here lets visitors flag a problem once per hour. The service page displays a 24-hour report timeline and a map of report locations. When many users report the same issue in the same timeframe, the problem may not be only yours.

• Try another device or connection, try the app if the website fails or vice versa, check the official help pages, and consider a report if you think it is a bank issue.

Who can confirm a problem, and how to reach the bank

The bank's official status page is where the bank itself publishes status information. The service page on this site links to it. The service page also links to the bank's official support pages and contact information. Reports here are unofficial, gathered from users.

If it is not resolved: where to complain

In Ireland, the FSPO (Financial Services and Pensions Ombudsman) is independent, impartial, fair, and free. It helps resolve complaints from consumers against financial service providers. Your bank must be given the first opportunity to put things right, so complain to it before you turn to the FSPO.

With your complaint, send the letter in which the bank gave its final answer, or the Notice of Determination, plus anything else you think matters. If you encounter difficulty in submitting your complaint, you can phone the FSPO on +353 1 567 7000. For a joint account or policy, every holder has to take part in the complaint and sign the form to show they agree.

• Complain to your bank first, then gather your records before filing with the FSPO.