HSBC app glitch hit hundreds of customers who were unable to log into accounts on mobiles

HUNDREDS of HSBC customers were unable to log into their accounts on their phones yesterday after a glitch hit the bank's app.

According to Downdetector, more than 200 users reported problems with HSBC's app.

Frustrated customers took to social media to highlight the problem before the glitch was fixed yesterday afternoon.

One Twitter user said: "The app updated to a new version, now I'm locked out."

Another added: "Joining the many other people who can't get into their banking now that you've updated and broken your app."

"What is going on with your App Update EVERYONE is complaining," another HSBC customer said.

"Login Security Code does not work and I can't access my account anymore."

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A HSBC UK spokesperson said yesterday: “Intermittent access issues affecting a small number of customers earlier today have now been resolved and service is stable.

"We apologise for any inconvenience.”

Customers can access online banking by switching their digital secure key to a physical secure key if the app is not working.

But to do this you will have to visit a HSBC branch or call 03457 404 404 to order one.

A physical secure key means you will be able to log on to your account on your computer, without using the app.

You should then be able to manage your money as normal.

HSBC is one of the biggest banks in the country, with around 15 million customers across the UK.

An outage in October left thousands of customers unable to access their accounts.

Barclays customers were locked out of their accounts this month after its online banking service went down.

Can you claim compensation for service disruption?

Unlike telecoms companies, banks do not have a fixed compensation scheme for service disruption.

However, 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 HSBC if necessary.

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

If your credit rating has been affected by a service outage, because you got a late payment fee after being unable to make a transaction, for example, you should also keep a record of this.

If you spoke to anyone to try and resolve the problem, make a note of their name and when you spoke to them, as well as roughly what you discussed and what they advised you to do.

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