One Halifax customer said they had tried to make a purchase but were unable to
Halifax has shared some tips for what to do if you are struggling to use the app after customers reported the service was not working for them. One person said on Saturday evening (July 19) that there were having problems with the app.
They asked over social media: “Is your app down? I just tried to make a purchase and it declined but the app isn’t working for me to see my balance?”
Halifax responded to apologise for the issue although the bank said there were no general problems with the app. The group also told the customer of some things they could try to fix the issue.
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The bank said: “Please update and restart app/device. Disable VPNs, data/power saving apps/settings and try again. If no luck, try to sign into our website as a workaround and to make sure your profile is working there.”
You can use the app to make payments, make transfers between accounts, set up a standing order or cancel a direct debit. Customers can also change their personal details such as their address or phone number.
Another customer reported in recent days that they were having issues with the app. Posting on social media on July 17, they said: “Anything wrong with the app? It’s just hanging for me, I can’t get any further than my screenshot.”
They shared an image of a loading screen for the app with the word ‘authenticating’ at the bottom of the screen. They went on to explain that they were not logged in, they had simply opened the app and it was stuck at that point.
Halifax replied to ask if the customer was able to log in to online banking on their desktop browser. The person said they were able to do this but they needed to access the app as this is what they use when they’re out and about.
Halifax suggested one method they could try to fix the problem: “Can you close the app, then force stop it from running in the background, and restart your phone?” The customer later replied to say the app was now working for them, although they didn’t say if they had tried this technique.