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

Is it the bank, or only your app?

The service page on this site shows a status built from the reports other visitors sent during the past day, set against what is normal for that bank. It is unofficial, so check it for context only. A page with no recent reports tells you only that nobody has reported a problem lately; it proves nothing about whether the bank works.

Look for an official status page from the bank itself. If the bank publishes one, the service page links to it. A small grey line also says how the bank's website reacted to our check: a quick answer, a slow answer, no answer, or no test possible. This is context only. A site that replies is no proof that the app works, and a site that turns our check away is not necessarily offline.

You can also read the official help pages and contact page linked on the service page to see if 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

First, try the service from another device or a different connection (for example, phone data instead of home wifi) to see if the problem follows you or stays with one setup. Then try the other way into the service: if you use the app, try the website; if you use the website, try the app.

Check the official help pages of the bank. Visitors can report a problem on the service page of this site once per hour using a report button; a chart shows reports hour by hour and a map shows where they come from. If many other people report the same problem at the same time, 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 to look for official updates. The service page on this site links to it when it exists. The service page also links to the bank's official help pages and contact pages. Reports on this site are unofficial and come from users, not from the bank itself.

If it is not resolved: where to complain

In the United States, the CFPB (Consumer Financial Protection Bureau) collects complaints from consumers about financial products and services. The Bureau sends complaints to the bank or credit union you identify.

If your problem does not fit what the CFPB handles, its website points you toward other bodies that take complaints.

• Contact the CFPB or find other complaint bodies through its website.