Thousands of Santander customers were unable to access their online banking services via their phone around midday on 25 September 2026, according to GB News1. The bank said it was working to fix the problem1.
Reported issues stood at about 700 customers, down from 3,620 around 11.45am, according to the outage tracking site Downdetector1. The most reported problem was personal mobile login, accounting for 77 per cent of complaints, with 11 per cent reporting business mobile login issues and 9 per cent reporting personal web login problems1.
Santander said:
"We're very sorry for the inconvenience this is causing and we're working hard to fix it as soon as possible."
The report describes the incident as "another" outage affecting the bank's app, but gives no details of earlier incidents, and no cause, start time or resolution time for this one has been reported1. No figure for the total number of Santander customers affected, as opposed to those logging reports with Downdetector, has been reported1.
Why it matters for households
For anyone who banks with Santander and relies on the app or website to check a balance, move money or make a payment, an outage of this kind removes the usual route into the account for as long as it lasts. The reported concentration of problems in personal mobile login means the phone app was the main route affected, with a smaller share of reports about business mobile login and personal web login1.
The figures describe reports made to a third party tracking service, not the bank's own count of affected customers, so the true number of people unable to log in may differ from the 3,620 and 700 figures1. The report does not say whether payments, card use in shops or cash withdrawals were affected, or whether any customers were left out of pocket; those points have not been reported1.
Our guides on mobile and online banking and on what to do if you can't access online banking set out how logins, security checks and fraud alerts normally work, and the alternatives when an app is unavailable, including using a branch, the Post Office and cash access points. The Access to Banking Standard covers how banks are expected to treat customers when services change or fail.
What happens next
No time for full restoration of service has been reported, and Santander has not been reported as giving a cause for the outage1. The only dated figures available are the Downdetector counts at 11.45am and later on 25 September 20261.
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