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

Is it the bank, or only your app?

The service page on this site displays an unofficial status derived from reports sent by visitors within the past 24 hours, measured against typical report frequency. No recent reports only signals that visitors have not submitted a report—it does not indicate the service is working.

Check the bank's official status page; the service page here will link to it if it is available. The page also contains a brief update on the bank's website: it records whether the site responded, was sluggish, could not be accessed, or could not be checked. This is supplementary information. A reply from the site proves little about the service itself, and a site that rejects our checks is not automatically down.

Look at the bank's official support and contact pages from the service page to find out whether the bank has posted anything about the problem.

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

What to do right away

Try the service on another device or with a different internet connection (for instance, cellular data rather than home broadband) to see whether the problem stays with your setup or occurs elsewhere. Then attempt the other access path: if you have been trying the app, open the website; if you have been using the website, try the app.

Examine the bank's official support materials. You can use a report button on the service page here to report an issue once each hour. Hour-by-hour bars cover the past day, and a map shows where reports were sent from. When many users report the same thing within the same hour, 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 the source for official updates. The service page on this site will link to it. The service page also provides links to the bank's support pages and contact details. This site's reports are unofficial and come from users.

If it is not resolved: where to complain

The Banking Ombudsman in New Zealand helps resolve banking-related complaints. The Ombudsman offers an early resolution service where you and your bank can work together to fix your complaint. The bank gets a fair chance to settle things before the Ombudsman steps in further.

The Ombudsman will refer your complaint to your bank so it can respond fully. It can take up most kinds of banking complaints, though not every kind. If you are unsure about filing a complaint, you can contact the Ombudsman and they can help. The Ombudsman is there to resolve your complaint quickly and fairly.

• Let your bank try to resolve the problem first, then contact the Banking Ombudsman if needed.