Jake Miller
TSB is a bank that offers financial services including accounts, savings accounts, loans, and credit cards. Outages might affect the availability of online banking through the website or mobile banking apps. Users have reported issues with logging into their TSB accounts, receiving error messages, and encountering authentication errors. TSB provides help and support pages with interactive guides to troubleshoot login issues and reset access to internet banking. Website downtime can be caused by server issues, network problems, outages, or maintenance.
| Characteristics | Values |
|---|---|
| Unhelpful error messages | "we weren't able to do that" |
| Authentication errors | Unable to authenticate AIS and initiate PIS/VRP requests |
| Inability to log in | "I can't log in due to authentication error" |
| Inability to use Apple Pay | "Apple Pay not working on my TSB card" |
| VPN issues | "If you have VPN or app like AdAway on" |
| Server issues | "Server is overloaded, down or unreachable" |
| Website maintenance | "Website maintenance is in progress" |
| Outages | "Outages might affect availability of online banking" |
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What You'll Learn
TSB mobile banking app issues
TSB mobile banking app users have reported issues with logging in. Some users have complained about receiving an error message that reads "we weren't able to do that" when attempting to access the app. This issue may be caused by the use of a VPN or an ad-blocking app like AdAway. TSB has been criticized for its unhelpful error messages and lack of troubleshooting tips within the app.
In addition to login issues, there have been reports of authentication errors and issues with Apple Pay on the TSB mobile banking app. Planned bank downtime has also affected customers' ability to authenticate AIS and initiate PIS/VRP requests. These outages can impact the availability of online banking services through both the website and mobile banking apps.
To address login issues, TSB provides an interactive help guide on its website. The guide assists customers in troubleshooting common problems and regaining access to their accounts. TSB also emphasizes the importance of using the latest browser version for security and feature updates.
To stay informed about their account activity, TSB customers can set up text alerts through Internet Banking or by contacting customer support. While TSB offers telephone banking services, it is important to note that these services may not be available 24/7.
It is recommended to keep web browsers and apps updated to the latest version to avoid any compatibility issues with the TSB mobile banking app. Additionally, clearing temporary cache and cookies can help ensure access to the most recent version of the website.
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Website outages
TSB is a bank that offers financial services, including accounts, savings, loans, and credit cards. Outages may affect the availability of online banking through the website or mobile banking apps.
In the past, TSB customers have reported issues with accessing their online banking services. For example, in February 2024, some customers reported receiving the error message "we weren't able to do that" when trying to log in to the TSB mobile banking app. This issue was found to be caused by the use of a VPN or an app like AdAway.
There have also been instances of planned bank downtime, during which customers may have experienced issues with payment authentication and initiating PIS/VRP requests. These outages typically last for a few hours and are scheduled during off-peak times to minimize customer impact.
If you are experiencing problems with TSB's online banking services, there are several troubleshooting steps you can try. First, ensure that you are using a supported internet browser and that you have the latest browser version installed. TSB recommends using certain browsers for security reasons and to ensure customers can benefit from the latest features.
Additionally, TSB provides an interactive help guide for customers experiencing login issues with their mobile app or internet banking. This guide can help you reset your access to internet banking and quickly resolve any issues you may be facing.
If you continue to experience problems, you can also reach out to TSB's customer support for further assistance.
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Authentication errors
TSB is a bank that offers financial services, including accounts, savings accounts, loans, and credit cards. Outages might affect the availability of online banking through the website or mobile banking apps.
Some users have reported issues with authentication errors when trying to log in to their TSB accounts. Authentication errors can occur for various reasons, and there are several steps that users can take to troubleshoot the problem.
Firstly, users should ensure they are using the latest browser version, as outdated browsers may cause compatibility issues and security vulnerabilities that prevent successful authentication. TSB recommends specific internet browsers to ensure optimal compatibility and security for its online banking services.
Secondly, users should check if they are using any VPN services or apps that could interfere with the authentication process. VPN services can sometimes mask the user's location or IP address, which may trigger security flags and result in authentication errors. Disabling the VPN or using an authorized network connection may resolve the issue.
Additionally, TSB provides an interactive help guide for customers facing login issues. This guide offers step-by-step instructions to reset access to Internet Banking and troubleshoot common problems. Customers can also refer to TSB's help and support pages for further assistance.
In some cases, authentication errors may be caused by planned or unplanned downtime. TSB schedules maintenance windows, during which online banking services may be temporarily unavailable. These periods of downtime are typically communicated in advance to allow customers to plan accordingly. However, unexpected outages or technical issues can also occur, leading to authentication errors and other disruptions.
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Inability to initiate PIS/VRP requests
There have been several instances of TSB customers facing issues with initiating PIS/VRP requests.
On 28th May 2025, between 01:00 and 06:00, customers reported being unable to authenticate AIS and initiate PIS/VRP requests. This issue also occurred on 17th July 2025 and 21st July 2025, during planned bank downtime. Additionally, on 22nd June 2025, between 00:00 and 05:00, customers again experienced problems with AIS authentication and initiating PIS/VRP requests.
These issues seem to be related to planned or unplanned bank downtime, which can affect the availability of online banking services. It is important for customers to be aware of such downtimes and plan their banking needs accordingly.
To address this problem, TSB could consider providing more transparent and proactive communication about planned downtimes and potential impacts on services like AIS authentication and PIS/VRP requests. Clear and timely notifications could help customers manage their expectations and make alternative arrangements if needed.
Furthermore, TSB should strive to minimise the frequency and duration of unplanned downtimes, as these can significantly impact customers' ability to access their financial services. Regular system maintenance and robust infrastructure can help reduce the occurrence of such issues.
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Troubleshooting tips
If you are having trouble logging into your TSB internet banking, there are several steps you can take to try and resolve the issue. Firstly, check if the website is down for everyone by visiting a website that monitors current outages, such as Downdetector or Is It Down Right Now. If the website is down, you will need to wait until it is back up and running to access your internet banking.
If the website appears to be up and running, try force-refreshing the site by pressing CTRL + F5 on your browser. You can also try clearing your browser's cache and cookies to ensure you are using the most recent version of the webpage. Additionally, you can clear your local DNS cache to grab the most recent cache from your ISP.
If you are using a VPN or an ad-blocking app, try disconnecting from the VPN or disabling the ad-blocking app and see if that resolves the issue.
If you are still unable to log in, TSB offers an interactive help guide on its website to troubleshoot login issues. You can also refer to their step-by-step guide on resetting access to your internet banking.
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Frequently asked questions
TSB's website and mobile banking apps may be affected by outages. If you are experiencing issues with TSB's internet banking, you can try to force a full refresh of the site by pressing CTRL + F5 at the same time or clearing the temporary cache and cookies on your browser.
If you are seeing this error message, check if you have a VPN or an app like AdAway on.
TSB provides an interactive help guide that will help you resolve the issue and get back online.
You can set up text alerts in Internet Banking by going to 'My Account Tools', selecting 'Text Alerts', and following the instructions on the screen.
