Bank app or online banking down? What to do, and how to avoid scams
Banking outages are stressful because they hit payments, bills and transfers at once. Here’s how to work out what’s going on and get by until it’s fixed.
Is it the bank, or you?
- Check whether other apps and websites work. If not, it’s your connection (see our checklist).
- Try the bank’s website as well as the app, or the app on another device.
- Check the bank’s page here, for example Commonwealth Bank, Westpac, NAB or ANZ, for reports from other Australians and a fresh website check.
- Look for notices from the bank on its website or official social accounts.
Ways to pay in the meantime
- Cards often still work even when the app is down, because payments and the app run on different systems. Try your physical card or a digital wallet.
- ATMs and branches can be an option for cash and urgent transactions.
- For urgent issues, call the number on the back of your card or on the bank’s official website.
Don’t do this during an outage
- Don’t keep retrying a transfer that failed. You might end up sending it twice once things recover. Check your account first.
- Don’t uninstall the app or reset your password unless your bank tells you to. It rarely helps and can lock you out.
Watch out for scams
Scammers use outages as cover. Your bank will never ask you to share a one-time passcode, move money to a “safe account” or install remote access software.
- Don’t click links in texts or emails about the outage. Open the app or type the bank’s address yourself.
- Hang up on unexpected calls and ring back on the bank’s official number.
- If you think you’ve been scammed, contact your bank immediately, then report it to Scamwatch or ReportCyber.
Keep a note of the time and any error messages. If a payment deadline was missed because of an outage, that record helps when you ask the bank or biller for help.
General information only, not professional advice. Is It Down AU is independent and not affiliated with any provider mentioned.
