Information for customers having problems logging into our mobile app
3 April 2023
3 min read
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 are aware that a small number of customers may still 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.
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’re using an Apple device
To delete the app:
- Find the app on the Home Screen. Touch and hold the app
- Tap ‘Remove App’
- Then, tap ‘Delete App’, and ‘Delete’.
To reinstall the app:
- Open the App Store app, and search ‘The Co-operative Bank app’
- Tap on our app
- Then, tap the ‘Get’ button. Here, you may be prompted to double-click the side button on your device to install the app.
Quickly find our app in the App Store
Once you’ve deleted and re-installed the app, you should be able log back in again with no issues. If you’re still not able to log back in, please call us on 03457 212 212 (call charges apply). Lines are open 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday.
If you’re using an Android device
To delete the app:
- Find the app on your device. Touch and hold the app
- Now, tap ‘Uninstall’. If you’re not presented with this option, tap ‘App info’ or the ‘i’ icon, and then tap ‘Uninstall’.
Or
- Open the Play Store app
- At the top right, tap the profile icon
- Tap ‘Manage apps and devices’, and then ‘Manage’
- Find The Co-operative Bank app, and select it
- Then, tap the bin icon in the top right corner, and tap ‘Uninstall’.
To reinstall the app:
- Open the Play Store app
- Search ‘The Co-operative Bank app’
- Tap on our app
- Then, tap the ‘Install’ button.
Quickly find our app in the Play Store
Once you’ve deleted and re-installed the app, you should be able log back in again with no issues. If you’re still not able to log back in, please call us on 03457 212 212 (call charges apply). Lines are open 8am - 6pm Monday to Friday, 9am - 5pm Saturday and Sunday.
I experienced this problem, but can now log into the app
If you’ve been able to log back into our mobile app since experiencing this problem, this means the issue has been resolved for you, and there’s nothing else you need to do. Again, we apologise for any disruption this may have caused you.
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