Get help after our technical issues
We’re incredibly sorry if you were affected by the technical issues we had with some of our services on Friday 31 January and over the weekend. We’re now back up and running.
Our teams are very busy because lots of customers are getting in touch at the moment. To save you waiting, please use our app, Online Banking and automated telephone service, if at all possible.
Some of you may have outstanding issues from Friday and Saturday that we’re working to fix. Our FAQs here will hopefully answer any questions you may have.
General queries
What caused the issue?
Keeping our customers’ money safe is our number one priority. This was a technical issue and not related to a cyber-attack or malicious activity.
Is my money safe?
Keeping your money safe is our number one priority. Fraudsters often use times like this to send messages pretending to be us. Please don’t click on any links in a text message – please stay vigilant and don’t share any personal information.
I’ve been financially impacted as a result of your issues. How do I get my money back?
We’re very sorry about this. We intend to ensure that no customer is left out of pocket. Please contact us and we’ll be glad to help.
I’ve had fraud on my account. How can you help me?
We're very sorry if you've been a victim of fraud – please contact us on 0800 3891 652 and we’ll raise a fraud investigation claim for you.
What happens if I couldn't make a payment to HMRC by its deadline of 31 January or it was delayed due to your issue? Will I be charged interest for late payment?
If you filed on time, but then due to the technical issues we experienced on Friday and over the weekend you could not make a payment to HMRC, or you sent the payment on time but it was delayed, then we will ensure that you are not out of pocket.
How do I check how your services are running?
Please search ‘Barclays Service Status’ – you can see how all of our services are running.
I’ve received a statement but can’t see activity on my account from Saturday onwards?
This will appear in your next statement.
Account and payment queries
My balance is still incorrect, what do I do?
We’re sorry and we’re working to correct this. It will be fixed automatically, there’s nothing for you to do.
I purchased an item or made a withdrawal from a cash machine, but the money has not been taken out of my account yet. What should I do?
A small number of customers are still experiencing delays in their balance updating. We’re working though this, and all balances will be corrected. You don’t need to do anything . We’re sorry it’s taking us longer than we’d like to fix.
I’ve made a duplicate payment in error. What should I do?
If you didn't mean to make the extra payments and need our help, please get in touch. Many of our customers who had this issue were able to get their money back by contacting the person they paid - if you've already done this then you don't need to get in touch with us.
I can see you’ve paid funds into my account twice or taken them out them twice. What do I do to correct this?
There is nothing for you to do. We’ll sort this out automatically. Please bear with us.
Do I need to do something different for my future direct debits, standing orders or payments?
No, unless you’ve had a change in circumstances. All direct debits and standing orders will process as normal.
I paid a cheque into my account on Friday or Saturday and it isn’t showing on my account. What should I do?
We’re sorry we weren’t able to credit a cheque to your account on Friday or Saturday because of the technical issues we had. We’re fixing this now and we’ll credit your account as soon as possible. Thanks for bearing with us.
I’ve gone into my overdraft or exceeded my existing limit as a result of your issue. Will I be charged for this?
No, we’re not charging interest on overdrafts* from Friday 31 January to Monday 3 February. You don’t need to do anything – we’ll sort this out automatically. Please bear with us while we do this.
*Mortgage Current Accounts are treated slightly differently because of how these accounts work in connection with a mortgage, but for customers left with incorrect interest positions as a result of our technical issues, we’ll ensure these are corrected.
I don’t have an overdraft, but my account is overdrawn as a result of your issue. Will you charge me?
No, we’re not charging interest on overdrafts* from Friday 31 January to Monday 3 February. There’s nothing for you to do – we’ll sort this out automatically. Please bear with us while we do this.
*Mortgage Current Accounts are treated slightly differently because of how these accounts work in connection with a mortgage, but for customers left with incorrect interest positions as a result of our technical issues, we’ll ensure these are corrected.
Mortgage and Barclaycard queries
I’ve paid my monthly Barclays mortgage payment twice and I didn’t mean to. What should I do?
We’re very sorry about this, there’s nothing for you to do. Our team will contact you to resolve this as soon as possible.
I’ve made a Barclaycard payment over the weekend, but I can still see it in my pending transactions. What should I do?
There’s nothing for you to do, we’ll resolve this as soon as possible. Thank you for bearing with us.
Branch queries
I paid into or withdrew money from my account over the counter or by self-serve devices in your branches but I can’t see this on my account. What should I do?
A small number of customers are still experiencing delays in their balances updating. We’re working though this and all balances will be corrected. Please bear with us.
Need more help?
Find the best way to get in touch with us.