Lloyds Bank has shared some guidance for customers having issues using the banking app. The group was hit by a major outage at the end of July.
Many customers complained they could not access the app or the screen was freezing. The timing was particularly unfortunate as some Lloyds customers had their pay day on that day, leaving them unable to check if their wages had arrived.
Lloyds said at the time that the app was working as usual although some customers were facing delays in logging on. However, the issues appear to have continued for several days later for some people.
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One person contacted Lloyds over social media on August 4 saying: "Your app is not running normally. I am still having trouble after six days." In response, the bank shared some practical tips that customer could try.
Lloyds explained: "I recommend trying the following steps: 1. Updating the app 2. Restarting your device 3. Clearing the app cache (Android only) 4. Reinstalling the app." However, the customer said they had been trying all these things for several days.
In reply, the bank assured that the app is up and running as usual, so the issue was likely specific to their access or their profile. Lloyds said: "If you're persistently having issues, I'd recommend speaking with our online team for assistance on 0345 3000 116."
The person later messaged again to say they had tried calling up the phoneline and spoke for an hour with someone, who reported the issue. The customer said they thought they had fixed the issue with the app but unfortunately it had started again.
Trying to offer further help, Lloyds apologised again and acknowledged it must be "incredible frustrating" the problem was still going on despite the customer's efforts to fix it. The bank directed the customer to the complaints page on their website where they could also flag the issue.
