Nationwide down updates — Users unable to access online accounts as banking app hit with outage

Will I get refunds for missed payments following yesterday’s outage?

Unlike telecom companies, banks do not have a fixed compensation scheme for service disruption, although depending on how much it has affected you, you may be entitled to some money back.

It is worth gathering evidence of your problems so you can make a formal complaint to Nationwide directly.

Try to make a note of when you were unable to access the website or app, plus any costs you incurred as a result.

How to check if Nationwide is down

You can check if Nationwide is down by going to their server status page.

You can also keep an eye via their social media pages.

According to the status page users can still:

• use your cards online and in shops
• withdraw money at cash machines.

What to do if you can’t access your money

If you can’t access your money and you need to urgently, here’s what to do:

• Visit your local branch as soon as you can.
• If you can’t get there, or it is closed, call your bank and ask for its guidance on what to do. 
• If the bank’s phone services are also down or busy, try contacting your bank on social media to ask what to do. But remember: don’t ever share your account details over social media.
• Try to do this on the day the problem arises so you can show you made every attempt to solve the issue.
• If you still can’t access your money, begin gathering evidence for a complaint.

Nationwide 'working on systems' today

Nationwide has confirmed that they are working on their systems today.

Customers are "currently unable to make international and high value payments using CHAPS, SWIFT and SEPA".

Nationwide 'working to get things back to normal'

The building society’s official Twitter/X account said: “Sorry, some account information may not be displaying online at the moment.

“We’re working to get things back to normal as quickly as we can.”

Payments delayed amid outage

Payments to and from other building societies and banks are delayed amid today's outage.

Customers have been advised not to resend money as these are in a queue and will arrive ASAP.

Direct Debits and standing orders are working normally, according to the building society.

Service returning for some users

Service has begun returning for some Nationwide customers.

Reports on Downdetector have also fallen in recent minutes, as customers regain access to their accounts.

Nationwide has said it is working to resolve the outage.

How to claim compensation for major app, bank account and card issues

Banks don't have to pay out compensation to customers if there has been a drop in service, unlike how telecom companies have to.

But if you have incurred costs as a result of service issues, you could be likely to get your money back.

For example, if a bill payment didn’t go through as a result of an outage and you’ve been charged a fee for missing it, you should be able to claim that money back.

Users take to social media

Users have taken to social media to complain amid today's outage.

One said: "On the App, current accounts are not loading. On the website, I'm unable to make a payment - an error page loads when you click to transfer."

Another added: "What is going on @AskNationwide would love to be able to get to my money but you can’t even load my accounts!"

While a third said: "App down again and can’t access my accounts! Don’t expect a response as you didn’t bother last time!"