NatWest Mobile Banking App Failure Impacts Millions

Millions of customers of NatWest faced difficulties accessing their mobile banking app due to technical issues that led to a temporary outage of the service.

The bank advised users to utilize online banking, telephone banking, or visit a physical branch while efforts were underway to resolve the situation. A representative stated, “We are aware that customers are experiencing difficulties accessing the NatWest mobile banking app. We sincerely apologize for this inconvenience and are working diligently to restore access. In the meantime, customers can use online and telephone banking services or visit a branch for assistance.”

According to reports from Downdetector, a website that tracks service outages, over 3,000 issues were logged around 10 AM on Friday. Fortunately, by the afternoon, the app was back up and running.

Frustrated users took to X to voice their displeasure after being unable to transfer money, pay bills, or send wages via the app.

NatWest clarified that the outage was related to an update implemented on Thursday, coinciding with growing concerns regarding cyberattacks that had previously targeted other entities like Marks & Spencer and the Co-op.

High street banks have faced scrutiny in light of a series of disruptions impacting customers, particularly during the month-end when paydays occur. A report from the Treasury committee in March indicated that there had been over 33 days of unplanned technology and system failures over the past two years among nine major banks and building societies in the UK.

From 2023 to 2025, NatWest acknowledged experiencing 13 significant incidents, resulting in nearly £350,000 paid in compensation to affected customers, as reported to the committee.

In a similar context, Barclays mentioned it could allocate up to £12.5 million in compensation to customers affected during this timeframe. Common causes for these incidents include issues with third-party vendors, disruptions due to system updates, and internal software glitches.