Service information for customers
25 July 2023
10 min read
Latest updates
11:00am, Tuesday 25th July:
We are carrying out planned maintenance on our mobile app and online banking services from 9pm Tuesday 25th July, continuing into the early hours of Wednesday 26th July. During this time, these services will be unavailable.
We aim to carry out any maintenance at times that will have the least impact on our customers, as well as let you know in advance, so that you can make any payments or transfers beforehand, without disruption. You'll still be able to use your debit and credit cards in ATMs, whilst shopping online, or in-store, as normal.
Our automated telephone banking service is also available and can be accessed 24/7 by calling 03457 212 212 (call charges apply).
With our telephone banking services, you can:
- Check your balance
- Make payments from and between your Co-operative Bank accounts
- Make payments to your Co-operative Bank credit card
- Check your recent transactions.
Thank you for your patience; we know how much you rely on our digital services to manage your money and apologise for any inconvenience this may have caused you.
Previous updates
2:30pm, Friday 21st July:
We are carrying out planned maintenance on our mobile app and online banking services from 9pm Friday 21st July, continuing into the early hours of Saturday 22nd July. During this time, these services will be unavailable.
We aim to carry out any maintenance at times that will have the least impact on our customers, as well as let you know in advance, so that you can make any payments or transfers beforehand, without disruption. You'll still be able to use your debit and credit cards in ATMs, whilst shopping online, or in-store, as normal.
Our automated telephone banking service is also available and can be accessed 24/7 by calling 03457 212 212 (call charges apply).
With our telephone banking services, you can:
- Check your balance
- Make payments from and between your Co-operative Bank accounts
- Make payments to your Co-operative Bank credit card
- Check your recent transactions.
Thank you for your patience; we know how much you rely on our digital services to manage your money and apologise for any inconvenience this may have caused you.
10am, Monday 10th July:
We are carrying out planned maintenance on our mobile app and online banking services from 9pm Tuesday 11th July, continuing into the early hours of Wednesday 12th July. During this time, these services will be unavailable.
We aim to carry out any maintenance at times that will have the least impact on our customers, as well as let you know in advance, so that you can make any payments or transfers beforehand, without disruption. You'll still be able to use your debit and credit cards in ATMs, whilst shopping online, or in-store, as normal.
Our automated telephone banking service is also available and can be accessed 24/7 by calling 03457 212 212 (call charges apply).
With our telephone banking services, you can:
- Check your balance
- Make payments from and between your Co-operative Bank accounts
- Make payments to your Co-operative Bank credit card
- Check your recent transactions.
Thank you for your patience; we know how much you rely on our digital services to manage your money and apologise for any inconvenience this may have caused you.
1pm, Tuesday 4th July:
We are carrying out planned maintenance on our online banking services on Tuesday 4th July, from 9pm until 10pm. During this time, our online banking services will be unavailable.
We aim to carry out any maintenance at times that will have the least impact on our customers, as well as let you know in advance, so that you can make any payments or transfers beforehand, without disruption. You will still be able to use our mobile app and use your debit and credit cards in ATMs, whilst shopping online, or in-store, as normal.
Our automated telephone banking service is also available and can be accessed 24/7 by calling 03457 212 212 (call charges apply).
With our telephone banking services, you can:
- Check your balance
- Make payments from and between your Co-operative Bank accounts
- Make payments to your Co-operative Bank credit card
- Check your recent transactions.
Thank you for your patience; we know how much you rely on our digital services to manage your money and apologise for any inconvenience this may have caused you.
1pm, Thursday 29th June:
We are carrying out planned maintenance on our online banking services on Thursday 29th June, from 9pm until 10pm. During this time, our online banking services will be unavailable.
We aim to carry out any maintenance at times that will have the least impact on our customers, as well as let you know in advance, so that you can make any payments or transfers beforehand, without disruption. You will still be able to use our mobile app and use your debit and credit cards in ATMs, whilst shopping online, or in-store, as normal.
Our automated telephone banking service is also available and can be accessed 24/7 by calling 03457 212 212 (call charges apply).
With our telephone banking services, you can:
- Check your balance
- Make payments from and between your Co-operative Bank accounts
- Make payments to your Co-operative Bank credit card
- Check your recent transactions.
Thank you for your patience; we know how much you rely on our digital services to manage your money and apologise for any inconvenience this may have caused you.
11am, Wednesday 28th June:
We are carrying out planned maintenance on our online banking services on Wednesday 28th June, from 9pm until 10pm. During this time, our online banking services will be unavailable.
We aim to carry out any maintenance at times that will have the least impact on our customers, as well as let you know in advance, so that you can make any payments or transfers beforehand, without disruption. You will still be able to use our mobile app and use your debit and credit cards in ATMs, whilst shopping online, or in-store, as normal.
Our automated telephone banking service is also available and can be accessed 24/7 by calling 03457 212 212 (call charges apply).
With our telephone banking services, you can:
- Check your balance
- Make payments from and between your Co-operative Bank accounts
- Make payments to your Co-operative Bank credit card
- Check your recent transactions.
Thank you for your patience; we know how much you rely on our digital services to manage your money and apologise for any inconvenience this may have caused you.
12pm, Monday 26th June:
We are carrying out planned maintenance on our mobile app and online banking services from 9pm Tuesday 27th June, continuing into the early hours of Wednesday 28th June. During this time, these services will be unavailable.
We aim to carry out any maintenance at times that will have the least impact on our customers, as well as let you know in advance, so that you can make any payments or transfers beforehand, without disruption. You'll still be able to use your debit and credit cards in ATMs, whilst shopping online, or in-store, as normal.
Our automated telephone banking service is also available and can be accessed 24/7 by calling 03457 212 212 (call charges apply).
With our telephone banking services, you can:
- Check your balance
- Make payments from and between your Co-operative Bank accounts
- Make payments to your Co-operative Bank credit card
- Check your recent transactions.
Thank you for your patience; we know how much you rely on our digital services to manage your money and apologise for any inconvenience this may have caused you.
12pm, Wednesday 21st June:
We are carrying out essential planned maintenance to our mobile app, online banking and telephone banking services on Friday 22 June, from 1am to 7am.
During this time, these services will be unavailable for credit card accounts. You will still be able to use your credit cards in ATMs, whilst shopping online, or in-store, as normal.
We aim to carry out any maintenance at times that will have the least impact on our customers, as well as let you know in advance, so that you can make any payments or transfers beforehand, without disruption.
Thank you for your patience; we know how much you rely on our digital services to manage your money and apologise for any inconvenience this may have caused you.
10am, Monday 12th June:
We are carrying out planned maintenance on our online banking services from 9pm Tuesday 13th June, continuing into the early hours of Wednesday 14th June. During this time, these services will be unavailable.
We aim to carry out any maintenance at times that will have the least impact on our customers, as well as let you know in advance, so that you can make any payments or transfers beforehand, without disruption.
You will still be able to use our mobile app. You will also be able to continue to use your debit and credit cards in ATMs, whilst shopping online, or in-store, as normal.
10am, Monday 5 June:
We are carrying out planned maintenance on our mobile app and online banking services from 9pm Wednesday 7th June, continuing into the early hours of Thursday 8th June. During this time, these services will be unavailable.
We aim to carry out any maintenance at times that will have the least impact on our customers, as well as let you know in advance, so that you can make any payments or transfers beforehand, without disruption. You'll still be able to use your debit and credit cards in ATMs, whilst shopping online, or in-store, as normal.
Our automated telephone banking service is also available and can be accessed 24/7 by calling 03457 212 212 (call charges apply).
With our telephone banking services, you can:
- Check your balance
- Make payments from and between your Co-operative Bank accounts
- Make payments to your Co-operative Bank credit card
- Check your recent transactions.
Thank you for your patience; we know how much you rely on our digital services to manage your money and apologise for any inconvenience this may have caused you.
10am, Monday 22 May:
We are carrying out planned maintenance on our mobile app and online banking services from 10pm Tuesday 23rd May, continuing into the early hours of Wednesday 24th May. During this time, these services will be unavailable.
We aim to carry out any maintenance at times that will have the least impact on our customers, as well as let you know in advance, so that you can make any payments or transfers beforehand, without disruption. You'll still be able to use your debit and credit cards in ATMs, whilst shopping online, or in-store, as normal.
Our automated telephone banking service is also available and can be accessed 24/7 by calling 03457 212 212 (call charges apply).
With our telephone banking services, you can:
- Check your balance
- Make payments from and between your Co-operative Bank accounts
- Make payments to your Co-operative Bank credit card
- Check your recent transactions.
Thank you for your patience; we know how much you rely on our digital services to manage your money and apologise for any inconvenience this may have caused you.
11am, Monday 15 May:
We are carrying out planned maintenance on our mobile app and online banking services from 10pm Tuesday 16th May, continuing into the early hours of Wednesday 17th May. During this time, these services will be unavailable.
We aim to carry out any maintenance at times that will have the least impact on our customers, as well as let you know in advance, so that you can make any payments or transfers beforehand, without disruption. You'll still be able to use your debit and credit cards in ATMs, whilst shopping online, or in-store, as normal.
Our automated telephone banking service is also available and can be accessed 24/7 by calling 03457 212 212 (call charges apply).
With our telephone banking services, you can:
- Check your balance
- Make payments from and between your Co-operative Bank accounts
- Make payments to your Co-operative Bank credit card
- Check your recent transactions.
Thank you for your patience; we know how much you rely on our digital services to manage your money and apologise for any inconvenience this may have caused you.
5pm, Monday 17 April:
Due to the recent issues impacting our Co-operative Bank Mobile App, we’re performing some essential maintenance to our Mobile App and Online Banking services on Tuesday 18 April from 10pm until early morning on Wednesday 19 April.
We understand that the recent disruption to our digital services has been frustrating for customers, however we have identified some maintenance that we need to carry out in order to keep our digital services running smoothly.
We aim to carry out any maintenance at times that will have the least impact on our customers, as well as let you know in advance, so that you can make any payments or transfers beforehand, without disruption. You'll still be able to use your debit and credit cards in ATMs, whilst shopping online, or in-store, as normal.
Our automated telephone banking service is also available and can be accessed 24/7 by calling 03457 212 212 (call charges apply).
With our telephone banking services, you can:
- Check your balance
- Make payments from and between your Co-operative Bank accounts
- Make payments to your Co-operative Bank credit card
- Check your recent transactions.
We are likely to need to carry out further maintenance and if this will disrupt service we will notify customers before it starts through in-app messages and via this page.
Thank you for your patience; we know how much you rely on our digital services to manage your money and apologise for any inconvenience this may have caused you.
9am, Wednesday 5 April:
Due to the recent login issue with the Co-operative Bank Mobile App we are continuing to monitor the service and perform maintenance, often in the background without the need to take the service down.
However, background work last night did interrupt the digital services for customers unexpectedly for about an hour and work was quickly stopped to reinstate customers’ access to the Mobile App and Online Banking. We do carry out maintenance at times when it should cause the least disruption, typically overnight when less customers use our services.
We are likely to need to carry out further maintenance and if this will disrupt service we will notify customers before it starts to give them the opportunity to access their account in advance. When we carry out maintenance; our automated telephone banking is available.
8am, Tuesday 4 April:
The essential maintenance carried out from 10pm Monday 3 April has completed and our digital banking services are now available to customers.
We took the decision to complete additional maintenance to support work already undertaken to improve access to our Mobile Banking App following a period of disruption over the weekend. We know that access to our digital banking service is important to you and we apologise for the frustration and inconvenience caused when your preferred way to manage your accounts is unavailable.
Our commitment to you
We will be closely monitoring the Mobile Banking App and wider digital banking services over the coming days as we focus on restoring our service levels to the standard that you deserve. Our colleagues are here to help if you need any additional support, or to answer any queries you might have as a result of the service disruptions you’ve experienced.
We would like to thank you for continuing to be a valued customer and for your ongoing support.
18:30pm, Monday 3 April:
Thank you for your patience over the last few days. We have worked hard to resolve the issues with our mobile banking app and it is now back to full service. We wholeheartedly apologise for any inconvenience this may have caused you.
Due to the recent issues, we are performing some additional maintenance this evening for a short period from 10pm, this will help us maintain full service.
Our Online Banking Services will be unavailable during this time, however, our automated telephone banking service will still be available and can be accessed 24/7 by calling 03457 212 212 (call charges apply). All payments continue as normal and you will be able to use your debit and credit cards in ATMs, while shopping online and in-store as normal.
With our telephone banking services, you can:
- Check your balance
- Make payments from and between your Co-operative Bank accounts
- Make payments to your Co-operative Bank credit card
- Check your recent transactions.
We once again apologise for any inconvenience this limited maintenance outage may cause you.
Next update 9am, Tuesday 4 April.
1am, Monday 3 April:
Thank you for your patience over recent days while our colleagues worked tirelessly to resolve the issue we had with the login process of our Co-operative Bank Mobile App. We are pleased to confirm that the issue was resolved at approximately 11pm, Sunday 2 April.
Customers can now access the Co-operative Bank Mobile App as normal and we will closely monitor the performance of the app over the coming days.
We offer our sincere apologies for any inconvenience that you may have experienced whilst the Co-operative Bank Mobile App was unavailable. We know that this is the preferred way for some of our customers to bank with us and this is not the level of service that you expect. We want to thank you for continuing to be a valued customer and for your ongoing support.
If you have any queries, you can call our Customer Service Team on 03457 212 212 (call charges apply). Lines are open between 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday.
8pm, Sunday 2 April:
Our teams will be working through the night to complete the testing and monitoring of the Co-operative Bank Mobile App to ensure that it is working as expected and can be made available to customers.
In the meantime, customers can access their accounts via Online Banking as normal.
Our Online Banking services can be accessed 24/7 by:
- Visiting www.co-operativebank.co.uk
- Clicking "Login" at the top right hand corner of the webpage
- Entering your username, password and security code
With our Online Banking services, you can:
- Check your balance
- Make payments from and between your Co-operative Bank accounts
- Make payments to your Co-operative Bank credit card
- Check your recent transactions.
Our automated telephone banking services are still available and can be accessed 24/7. If you have any queries, you can call our Customer Service Team on 03457 212 212 (call charges apply). Lines are open between 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday.
6pm, Sunday 2 April:
We are still working to resolve the issue affecting the Co-operative Bank Mobile App. Testing is still taking place and some customers have been able to use it. We are continuing to make final preparations to enable more customers to access the Co-operative Bank Mobile App, but we are doing this in a controlled way while we monitor the performance.
In the meantime, customers can access their accounts via Online Banking as normal.
Our Online Banking services can be accessed 24/7 by:
- Visiting www.co-operativebank.co.uk
- Clicking "Login" at the top right hand corner of the webpage
- Entering your username, password and security code
With our Online Banking services, you can:
- Check your balance
- Make payments from and between your Co-operative Bank accounts
- Make payments to your Co-operative Bank credit card
- Check your recent transactions.
Our automated telephone banking services are still available and can be accessed 24/7. If you have any queries, you can call our Customer Service Team on 03457 212 212 (call charges apply). Lines are open between 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday.
Next update 8pm Sunday 2 April.
4pm, Sunday 2 April:
Work to resolve the issue affecting the Co-operative Bank Mobile App is nearing completion. Testing is taking place and some customers have been able to use it. We are now making final preparations to enable more customers to access the Co-operative Bank Mobile App, but we are doing this in a controlled way while we monitor the performance.
In the meantime, customers can access their accounts via Online Banking as normal.
Our Online Banking services can be accessed 24/7 by:
- Visiting www.co-operativebank.co.uk
- Clicking "Login" at the top right hand corner of the webpage
- Entering your username, password and security code
With our Online Banking services, you can:
- Check your balance
- Make payments from and between your Co-operative Bank accounts
- Make payments to your Co-operative Bank credit card
- Check your recent transactions.
Our automated telephone banking services are still available and can be accessed 24/7. If you have any queries, you can call our Customer Service Team on 03457 212 212 (call charges apply). Lines are open between 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday.
Next update 6pm Sunday 2 April.
9am, Sunday 2 April:
Our maintenance to Online Banking and the Smile and Co-operative Bank Mobile Apps has completed. Online Banking is now available for all customers and the Smile Mobile App is now also available. We hope to restore service to The Co-operative Bank Mobile App as soon as possible.
Once again we apologise sincerely for any inconvenience this has caused and want to reassure you that we are working tirelessly to resolve the issue affecting our Co-operative Bank Mobile App.
In the meantime, customers can access their accounts via Online Banking as normal.
Our Online Banking services can be accessed 24/7 by:
- Visiting www.co-operativebank.co.uk
- Clicking "Login" at the top right hand corner of the webpage
- Entering your username, password and security code
With our Online Banking services, you can:
- Check your balance
- Make payments from and between your Co-operative Bank accounts
- Make payments to your Co-operative Bank credit card
- Check your recent transactions.
Our automated telephone banking services are still available and can be accessed 24/7. If you have any queries, you can call our Customer Service Team on 03457 212 212 (call charges apply). Lines are open between 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday.
7:30pm, Saturday 1 April:
Due to the ongoing issue affecting access to our Co-operative Bank Mobile App, we’re performing some emergency maintenance this evening from 8pm until the early hours of the morning. Our Online Banking Services will also be unavailable during this time.
Thank you for your patience; we know how much you rely on our digital services to manage your money and apologise for any inconvenience this may have caused you.
Our automated telephone banking services are still available and can be accessed 24/7. If you have any queries, you can call our Customer Service Team on 03457 212 212 (call charges apply). Lines are open between 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday.
12pm, Saturday 1 April:
We are continuing to work on an issue affecting access to our Co-operative Bank Mobile App. The App is currently unavailable. Customers can access their accounts via Online Banking as normal.
Our Online Banking services can be accessed 24/7 by:
- Visiting www.co-operativebank.co.uk
- Clicking "Login" at the top right hand corner of the webpage
- Entering your username, password and security code
With our Online Banking services, you can:
- Check your balance
- Make payments from and between your Co-operative Bank accounts
- Make payments to your Co-operative Bank credit card
- Check your recent transactions.
Our automated telephone banking services are also unaffected, so you’ll be able to use this 24/7.
For personal customers call 03457 212 212 (Call charges)
For business customers call 03457 213 213 (Call charges)
9am, Saturday 1 April:
Our maintenance to Online Banking, Mobile Banking App, Business Online Banking, FD Online and our Business Banking App has completed. The maintenance work carried out overnight has not resolved the current issue with the Co-operative Bank Mobile App which remains unavailable this morning.
Our Online Banking, Smile Mobile App, Business Online Banking, FD Online and our Business Banking App are now available.
Next update 12pm Saturday 1 April.
10pm, Friday 31 March:
Due to an issue with our Co-operative Bank Mobile App we are carrying out emergency maintenance to our digital services. During the maintenance our Online Banking, our Mobile Apps for Co-operative Bank and smile, Business Online Banking, FD Online and our Business Banking App will be unavailable.
As a reminder, you’re able to continue to use your debit/credit/charge/purchase cards in ATMs, shopping online or in-store as normal.
Our automated telephone banking services are also unaffected, so you’ll be able to use this 24/7.
For personal customers call 03457 212 212 (Call charges)
For business customers call 03457 213 213 (Call charges)
We will provide our next update at 9am Saturday 1 April.
12pm, Friday 31 March:
We are continuing to work on an issue affecting access to our Co-operative Bank Mobile App. The App is currently unavailable. Customers can access their accounts via Online Banking as normal.
Our automated telephone banking services are also unaffected, so you’ll be able to use this 24/7.
For personal customers call 03457 212 212 (Call charges)
For business customers call 03457 213 213 (Call charges)
We will provide our next update at 10pm.
10am, Friday 31 March:
We are aware of an issue with our Co-operative Bank Mobile App. We are working to resolve this and we will let customers know when the Mobile App is back available. Customers can continue to access their accounts through Online Banking as normal.
We will provide our next update at 12pm Friday 31 March.
FAQs
Still experiencing difficulties when trying to access the Co-operative Bank Mobile App?
We have now resolved the issue with the Co-operative Bank Mobile App but we're aware that a small number of customers may be experiencing issues when attempting to login. To resolve please initially reset your phone (turn off and on). If the problem persists, please delete and re-download the App to re-register.
To re-register for the Mobile App, you’ll need to have to hand your Online Banking:
- Username
- Password
- 6-digit Security Code
We’ve included some help and support on how to retrieve your username and change your security credentials below.
If you are still experiencing issues logging into the mobile app, you can call our Customer Service Team on 03457 212 212 (call charges apply). Lines are open between 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday.
How do I retrieve my Online Banking username?
- To begin, go to our website, and click ‘Login’ in the top right corner. This will take you to the ‘Log in to online banking’ page
- Here, you’ll need to enter your username. If you need a reminder of this, click “forgotten your login details”
- You’ll then be taken to the ‘Login help’ page. Select ‘Username reminder’ and click ‘next’
- You will be asked some additional personal security questions and some account related information
- Enter the verification code we send to your mobile. It's important that you never tell anyone your verification code
- Your username will then be displayed
How do I re-set my Online Banking security credentials?
- To begin, go to our website, and click ‘Login’ in the top right corner. This will take you to the ‘Log in to online banking’ page
- You will be asked to enter your password and security code. If you can’t remember one or both of these details, just click “Forgotten your login details?”
- You’ll then be taken to the ‘Login help’ page. Select “Reset password”, “Reset security code” or “Reset both password and security code”
- When selecting ‘Reset both password and security code’, you will be asked for some security questions and some account related information
- Enter the verification code we send to your mobile. It's important that you never tell anyone your verification code
- Please then enter the one-time password that is sent to your mobile
The Co-operative Mobile App has been unavailable regularly over recent weeks, why is this?
We take the security of our customers’ data and money very seriously, and as a result we regularly update and maintain our IT systems to keep them safe. In February we undertook such an update to the authentication service which allows customers to log on to the Co-operative Bank Mobile App, and this update introduced a number of new features and some additional safeguards.
Unfortunately, it became apparent over recent weeks that one of these features was causing the service to slow down, and during periods where more of our customers accessed the App than normal (typically on a Friday) this led to a temporary loss of service. On each previous occasion we were able to recover this quite quickly, but over the past weekend the issue became so severe that we were forced to remove this feature. As a result the Co-operative Bank Mobile App was unavailable for an extended period whilst our teams performed this change, which has allowed us to successfully restore access to the app.
We will continue to monitor the Co-operative Bank Mobile App closely over the coming weeks to ensure that we can maintain the service our customers rightly expect. If we require any further maintenance to achieve this we will inform you of any maintenance window(s) with as much notice as possible so that you can access your accounts to make any payments or changes before the maintenance takes place. We carry out maintenance at times when it should cause the least disruption, typically overnight when fewer customers use our services, and during this time our automated telephone banking is available.
What can I do using automated telephone banking?
Personal customers can use automated telephone banking to:
- Check your balance
- Make transfers from and between your Co-operative Bank accounts
- Make payments to your Co-operative Bank credit card
- Check your recent transactions
- Business customers can use automated telephone banking to:
- Check your balance
- Check your last 6 credits and debits
- Make transfers between your linked accounts.
Why was the Co-operative Bank Mobile App not available?
We want to reassure our customers that there was no outside influence that impacted the Co-operative Bank Mobile App. All our other service channels and processes continued to work as normal; the technical issue was specific to how the Co-operative Bank Mobile App login process operates. Unfortunately, technology sometimes develops a fault and means we need to fix it. Customer money and data remains secure and customers can now access the Co-operative Bank Mobile App as normal.
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