Customers were unable to use its app or log into their accounts online for two hours on Tuesday 11 February from around 3.50pm to 5.50pm.
Many shared their frustrations with the system failure on X (formerly Twitter), and the bank apologised for the disruption.
HSBC posted: “We’re really sorry that some services are currently unavailable in online and mobile banking. We understand this is frustrating, and our teams are investigating the issue.
“We’re working hard to fix an intermittent issue with Mobile and Online Banking services. Debit and credit cards, digital wallet and ATMs are all working. You can still authorise online card purchases via SMS. We’re really sorry, please check back for updates.”
After a flurry of responses to customers who could not transfer money or check their balance for just over two hours, the bank said the shutdown was due to an “intermittent issue”.
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This morning, the lender thanked customers for their patience and confirmed “all services are back up and running as usual now”.
Stuttering services
It is the latest in a line of system failures among the UK’s major banks and the second time this year it’s happened to HSBC, following a similar issue on 17 January.
At the end of January, Barclays customers were unable to receive bank transfers or check whether any direct debits or standing orders had been paid due to a “technical issue” that lasted for three days.
The IT outage came at the same time as pay day for many customers – the first of 2025 for some – as well as the self-assessment tax return deadline, when self-employed workers have to pay their tax bill.
It also hit homebuyers, who could not transfer money to their solicitors to complete the purchase. Barclays told customers it would put affected account holders back in the position they were in – including any incurred charges – as if the issues hadn’t happened.
Lloyds Banking Group shortly followed with more IT outages on 3 February, with some customers of Halifax, Bank of Scotland and Lloyds unable to receive incoming funds, while outgoing payments still proceeded.
Some account holders also had direct debits and standing orders transferred without appearing on their statements on their online account or mobile banking app.
The disruptive services for customers have led to MPs “demanding” answers from major banks and building societies on why the issues happened, what responses occurred and how the nine firms are going to prevent future problems.
The Treasury Select Committee has given the banks until 26 February to respond.
Meg Hillier, chair of the Treasury Select Committee, said: “The rapidly declining number of high street bank branches makes the impact of IT outages even more painful; that’s why I’ve decided to write to some of our biggest banks and building societies.”
YourMoney.com contacted HSBC for comment and is awaiting a response.
