topic Re: Santander app not working when using EE mobile network in Android Devices

Santander app not working when using EE mobile network

woodleighpark — Wed, 12 Apr 2023 14:59:24 GMT

Hi, the Santander mobile banking app no longer works on my phone when using the EE mobile network. When I use WiFi or another mobile network it works perfectly but when on the EE mobile network it keeps giving me an error message. This used to work for me no problem up until a couple of months ago and I've not been able to resolve the issue since. Does anyone know how I can fix this?

Re: Santander app not working when using EE mobile network

James_B — Wed, 12 Apr 2023 17:08:02 GMT

Hi @woodleighpark,

Welcome to the EE Community. 🙂

Did you make any changes to your EE or bank account before it stopped working?

James

Re: Santander app not working when using EE mobile network

woodleighpark — Wed, 12 Apr 2023 17:57:09 GMT

Hi @James_B ,

Thanks for getting back to me!

There were no changes to either that I'm aware of before it stopped working.

Re: Santander app not working when using EE mobile network

James_B — Wed, 12 Apr 2023 18:02:18 GMT

Had you registered the app on a different phone at any point @woodleighpark?

James

Re: Santander app not working when using EE mobile network

woodleighpark — Wed, 12 Apr 2023 18:13:09 GMT

No I've only ever had the app on this phone so that hasn't changed. I've 2 SIM cards in my phone but the Santander app was always linked with my EE SIM.

Re: Santander app not working when using EE mobile network

Christopher_G — Thu, 13 Apr 2023 07:15:47 GMT

Hi @woodleighpark

As far as you're aware, are all of your other apps working OK?

Chris

Re: Santander app not working when using EE mobile network

woodleighpark — Thu, 13 Apr 2023 07:41:12 GMT

Hi Chris,

Yes, all other apps are working fine and the Santander app works when on WiFi or another mobile network. Thanks

Re: Santander app not working when using EE mobile network

Christopher_G — Thu, 13 Apr 2023 10:47:54 GMT

Have you tried deleting and downloading the app again, @woodleighpark?

Are you able to access your online banking through the web browser?

Chris

Re: Santander app not working when using EE mobile network

woodleighpark — Thu, 13 Apr 2023 15:22:42 GMT

Deleting the app didn't work unfortunately. No I can't access it through a web browser either although both the app and web browser work when using WiFi or another mobile network.

Re: Santander app not working when using EE mobile network

James_B — Thu, 13 Apr 2023 15:51:05 GMT

Hi @woodleighpark,

Please contact your bank for support. It could be that they need to authorise the app to connect via your EE mobile number.

James

Re: Santander app not working when using EE mobile network

Sam_harrison220 — Tue, 25 Apr 2023 05:47:22 GMT

Im so glad this isnt just myself having this problem. My santander and HSBC app hsve stopped working. This happened about a week ago. Its fine on wifi but not data

Re: Santander app not working when using EE mobile network

James_B — Tue, 25 Apr 2023 06:52:20 GMT

Hi @Sam_harrison220,

Welcome to the EE Community. 🙂

Please report this issue to your bank so their app team can investigate.

Thanks

James

Re: Santander app not working when using EE mobile network

sheffieldgill — Tue, 25 Apr 2023 20:01:30 GMT

I’ve been having the same problem since last week and it meant that I couldn’t do an urgent bank transfer when I was away on holiday. I’ve messaged Santander and they have told me to contact my network provider…who are telling us to contact Santander 🙄. I’m on the verge of switching banks - all my other apps and credit card apps are working on 4G so it’s obviously a problem at Santander, so I shall ‘vote with my feet’ and switch banks!

Could someone at EE raise this with Santander please? There are lots of your customers affected by this!

Re: Santander app not working when using EE mobile network

Katie_B — Wed, 26 Apr 2023 07:04:10 GMT

Hi @sheffieldgill.

I am sorry to hear this has happened and you could not complete an urgent bank transfer.

We have no access to report this directly to Santander and would recommend users who are seeing this problem report this directly.

If you have any other questions please be sure to let me know,

Katie 🙂

Re: Santander app not working when using EE mobile network

Davidos — Wed, 03 May 2023 06:30:03 GMT

I'm pretty sure this has nothing to do with Santander. I've been having the same issue for months unless I'm connected to WiFi.

It's very frustrating running a business and not being able to log into my business banking.

There's definitely something which has recently changed?

It would be great to get the problem resolved.

Cheers Davidos

Re: Santander app not working when using EE mobile network

James_B — Wed, 03 May 2023 06:55:19 GMT

Hi @Davidos,

Welcome to the EE Community. 🙂

I'm not aware of any network changes that would affect access to your banking app.

Please report the issue to your bank so they can investigate.

James

Re: Santander app not working when using EE mobile network

garywood84 — Sun, 07 May 2023 13:46:52 GMT

I'm having the same problem with HSBC.

The app and bank website don't work from my EE mobile data connection, but if I switch to using WiFi, then it works fine.

I'm in an ongoing support discussion with EE via Twitter...

Re: Santander app not working when using EE mobile network

DaveSchoey — Thu, 08 Jun 2023 19:20:57 GMT

Hi, I'm having the same issue with a couple of apps. They work find on WiFi but not mobile data, they all say cannot connect to server.

Dave

Re: Santander app not working when using EE mobile network

garywood84 — Thu, 08 Jun 2023 21:50:58 GMT

@Dave EE asked me to try my SIM in another phone. I did that, and it worked. When I then returned the SIM to my normal phone, it worked too. I'm not sure if the fix was actually a full power down and restart of my phone, or if something was reset by putting the SIM in a different phone, but maybe worth trying your SIM in a different phone, if you can.

Re: Santander app not working when using EE mobile network

DaveSchoey — Mon, 12 Jun 2023 12:11:38 GMT

Thanks for that. I tried swapping phones and it worked once back in the original phone