Santander app not working when using EE mobile network

[woodleighpark]

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?

[James_B]

Hi @woodleighpark,

Welcome to the EE Community. 🙂

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

James

[woodleighpark]

Hi @James_B ,

Thanks for getting back to me!

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

[James_B]

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

James

[woodleighpark]

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.

[Christopher_G]

Hi @woodleighpark 

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

Chris

[woodleighpark]

Hi Chris,

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

[Christopher_G]

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

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

Chris

[woodleighpark]

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. 

[James_B]

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