Can’t sign in to online banking? Try these tips and solutions


One of the easiest ways to manage your finances is to use your online bank account. Normally, it is easy to access your bank account online, but sometimes problems arise. Maybe you are seeing an error like “online banking is not available to you at the moment”.

If you want to know why you can’t log into your bank account online, we’ve put together some tips to hopefully help you solve it. Many of these tips can also be used for any other site you’re having trouble signing in with.

1. Make sure you are using the correct website

Stop what you are doing. Online banking fraud is common and you should always be vigilant. Are you definitely entering your username and password on the correct website? Maybe the reason you can’t log into your online banking is because you are the victim of a phishing scam.

Check the address bar to make sure you are on your bank’s official website. This means not only reading the URL, but also looking for the secure connection symbol (usually a lock) registered with your bank.

Confident that everything is legitimate? Continue with these troubleshooting steps.

2. Check the service status of your bank

Before following the troubleshooting steps, you should first verify that the problem is not with your bank. The best way to verify this is to check your bank’s service status page, if it has one.

state of the service santander

Search the web for “[bank name] service status “and you should find the page. If it doesn’t exist, you can also try checking the bank’s official social media pages to see if anything has been posted there.

You can also use a site like Downdetector. This is where people report issues with websites or services. It also tracks the user’s location, which is useful if the issue may be local.

3. Check your credentials

Make sure you are using the correct credentials. If you have multiple bank IDs, make sure you don’t confuse them. It’s a simple thing to suggest, but it’s no surprise that the problem is often an accidental capital letter or a missing character.

OK. Are you sure everything is correct? We will continue.

4. Update your browser

You should always make sure that your web browser is running the latest version. An update can include new security features, compatibility fixes, and many other benefits that can improve your browsing experience. It can also fix any browsing issues you might have, including connection issues.

firefox version

Your browser should update automatically. To manually check for updates on the Chrome entry chrome: // settings / help in the address bar. On Firefox, go to Menu> Help> About Firefox. You can also go to the official website of the browser and download the latest version there.

5. Disable your browser extensions

If you use browser extensions, such as an ad blocker or password manager, they can interfere with the bank’s login systems. They could accidentally hide a form field or catch the connection and cause an error.

firefox extensions

You need to disable your browser extensions and see if that fixes the problem. If so, you can activate them one by one to see what is causing the problem. Once established, make sure the extension is up to date or keep it disabled until fixed.

To manage your extensions on Chrome, type chrome: // extensions / in the address bar. For Firefox, type about: extensions.

6. Disable your VPN

While VPNs can help reduce the intensity of your tracking, your bank may deny access if you’ve enabled a VPN. It is important for a bank to know who you say you are; by masking your true location, it could set off a red flag for the bank as an unauthorized person trying to access your account.

As such, temporarily turn off your VPN when you want to connect and it could solve your online banking problems.

7. Check your Tracking Protection settings

Your browser or antivirus software may be running too strict tracking protection.

enhanced firefox tracking protection settings

For example, Firefox has enhanced Tracking Protection to try to prevent your online activity from being tracked. To access it, type about: preferences # privacy in the address bar. Use the Standard setting, which offers protection but still allows useful cookies, and see if you can log into the bank now.

You should also check any antivirus software you have running to see if it has similar settings; temporarily disable it to determine if the program is causing the problem.

8. Clear your cookies and site data

Every banking website uses cookies. However, an outdated cookie may be the cause of the connection problem.

We have explained how to delete cookies from your browser, so you can follow the advice, but you don’t need to delete everything. This will log you out of every website, which is inconvenient, and we can sandbox such an environment in the next step anyway.

manage cookies and site data

Instead, search for your bank’s domain name and delete these specific cookies. While it is likely that they are also using cookies that are not on their domain name, which will be more difficult to determine, this is a good step to try.

In Chrome, you can manage site specific cookies by going to chrome: // settings / siteData in the address bar. On Firefox it is about: preferences # privacy, scroll to Cookies and site data, and click Manage data.

9. Try incognito or private browsing mode

Incognito mode, or private browsing, is basically using your normal browser with a clean slate. It does not save the browsing history or the information entered in the forms, and above all, it does not show your cache or your cookies.

firefox private window

This is a good way to determine if your bank’s connection problem is with your cache or cookies. To open private browsing on Chrome, tap Ctrl + Shift + N. To open private browsing in Firefox, tap Ctrl + Shift + P.

10. Try another browser

Switch to another browser and see if that fixes the problem. The best browsers to use are Chrome or Firefox, so if you’re using one of them, try the other. You don’t need to change browsers permanently, but it’s always good to have a backup installed when issues like this arise.

The reason that this can fix the problem is that browsers are not built the same. They may use different standards or have different characteristics. This is why websites can not only look different on other browsers, but also perform differently.

If you are still unable to log into your bank account after performing all of these steps, it is more than likely your bank’s fault. Call the bank, explain the problem, and follow the troubleshooting steps.

Stay safe while banking online. There are many malicious groups that will target you to try to gain access to your bank. Be vigilant and never give out your personal information.


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