Need help with an error code?

The Barclays app and Online Banking

Get help with the most common error codes you see in your app1 and Online Banking. Use our tool to see if we can tell you what your code means and what to do next.

Did you get the code in your app or Online Banking?

Message shown

The request cannot be processed at this time. Please try again later.​​

Info
What can I do about it?

Please close the app and try again. If that doesn’t work, you might need to update your app to the latest version from your device’s app store. Have a look at the Android [PDF, 454KB] or iOS [PDF, 423KB] guides for more support.

If you’re still having problems after installing the latest version of the app, you might need to update your device’s operating system. Check your settings to see if an update is available.

You’ll need iOS 9.3 or above, or Android 5.0 or above, to use the latest version of our app.

Please call us on 0333 200 1014* if you need any more help. We’re open Monday to Friday, 9am to 5pm.

*Calls to 03 numbers are charged at the same rate as dialling an 01 or 02 number. If your fixed line or mobile service has inclusive minutes to 01/02 numbers, then calls to 03 are counted as part of this inclusive call volume.

Message shown

Sorry, we could not process your request at this time. Please exit the application and try again. If the issue persists, please call our helpdesk on 0333 200 1014. Charges may apply and some calls may be recorded.​

Info
What can I do about it?

Please close the app and try again. If that doesn’t work, you might need to update your app to the latest version from your device’s app store. Have a look at the Android [PDF, 454KB] or iOS [PDF, 423KB] guides for more support.

If you’re still having problems after installing the latest version of the app, you might need to update your device’s operating system. Check your settings to see if an update is available.

You’ll need iOS 9.3 or above, or Android 5.0 or above, to use the latest version of our app.

If you need any more help, please call us on 0333 200 1014*. We’re open Monday to Friday, 9am to 5pm.

*Calls to 03 numbers are charged at the same rate as dialling an 01 or 02 number. If your fixed line or mobile service has inclusive minutes to 01/02 numbers, then calls to 03 are counted as part of this inclusive call volume.

Message shown

The request cannot be processed at this time. Please try again later.​

Info
What can I do about it?

Please close the app and try again. If that doesn’t work, you might need to update your app to the latest version from your device’s app store. Have a look at the Android [PDF, 454KB] or iOS [PDF, 423KB] guides for more support.

If you’re still having problems after installing the latest version of the app, you might need to update your device’s operating system. Check your settings to see if an update is available.

You’ll need iOS 9.3 or above, or Android 5.0 or above, to use the latest version of our app.

If you need any more help, please call us on 0333 200 1014*. We’re open Monday to Friday, 9am to 5pm.

*Calls to 03 numbers are charged at the same rate as dialling an 01 or 02 number. If your fixed line or mobile service has inclusive minutes to 01/02 numbers, then calls to 03 are counted as part of this inclusive call volume.

Message shown

This error won’t show you a message.

Info
What can I do about it?

Please close the app, wait five seconds, log back in and try again.

If that doesn’t work, you might need to update your app to the latest version from your device’s app store. Have a look at the Android [PDF, 454KB] or iOS [PDF, 423KB] guides for more support.

If you’re still having problems after installing the latest version of the app, you might need to update your device’s operating system. Check your settings to see if an update is available.

You’ll need iOS 9.3 or above, or Android 5.0 or above, to use the latest version of our app.  If you need any more help, please call us on 0333 200 1014*. We’re open Monday to Friday, 9am to 5pm.

*Calls to 03 numbers are charged at the same rate as dialling an 01 or 02 number. If your fixed line or mobile service has inclusive minutes to 01/02 numbers, then calls to 03 are counted as part of this inclusive call volume.

Message shown

An incorrect code has been entered. Please try again.

Info
What can I do about it?

You’ve typed in the wrong PINsentry code. Please check the code and try again.

Make sure you’re pressing the ‘Respond’ button on your PINsentry card reader when you generate a code.

Our how to register with PINsentry video might also help.

You can also try to finish your registration using photo ID and a selfie video. Simply go back a step (after you get an error) and tap the top left arrow on your screen.

At the ‘Do you have a PINsentry?’ screen, select ‘No - I don’t have a PINsentry’. Then tap ‘Yes, I have a photo ID’ and follow the instructions.

See our download and register page for more information.

If you need any more help, please call us on 0333 200 1014*. We’re open Monday to Friday, 9am to 5pm.

*Calls to 03 numbers are charged at the same rate as dialling an 01 or 02 number. If your fixed line or mobile service has inclusive minutes to 01/02 numbers, then calls to 03 are counted as part of this inclusive call volume.

Message shown

We've updated the app so it's more useful and simpler to use. You'll need to download the latest version from the App Store before you can continue.​ or  To continue using the app, you will need to update your Android Operating System to 5.0 or above.

Info
What can I do about it?

Check your device’s app store for the latest version of our app. Have a look at the Android [PDF, 454KB] or iOS [PDF, 423KB] guides for more support. 

If you’re still having problems after installing the latest version of the app, you might need to update your device’s operating system. Check your settings to see if an update is available.

Our videos and guides on how to register for the app might also help.

You’ll need iOS 9.3 or above, or Android 5.0 or above, to use the latest version of our app. If you need any more help, please call us on 0333 200 1014*. We’re open Monday to Friday, 9am to 5pm.

*Calls to 03 numbers are charged at the same rate as dialling an 01 or 02 number. If your fixed line or mobile service has inclusive minutes to 01/02 numbers, then calls to 03 are counted as part of this inclusive call volume.

Message shown

The debit card number you’ve entered isn’t right. Please check and try again.

Info
What can I do about it?

Make sure that

  • You’re entering a Barclays debit card number 
  • Your card hasn’t expired
  • The card is valid (you haven’t cancelled it)

If you’ve already registered for the app on one device and now want to use it on another, you can use your first device to speed things up. Have a look at this video to see how.

Our videos and guides on how to register for the app might also help.

If you need any more help, please call us on 0333 200 1014*. We’re open Monday to Friday, 9am to 5pm.

*Calls to 03 numbers are charged at the same rate as dialling an 01 or 02 number. If your fixed line or mobile service has inclusive minutes to 01/02 numbers, then calls to 03 are counted as part of this inclusive call volume.

Message shown

It looks like that mobile number is already registered – please check your details.

Info
What can I do about it?

There are a few things you can try

  • If you have access to our app on another device which is no longer needed, you can try deleting that registration. Just go to More > Settings > Manage your devices. Delete any devices you don’t need, then start a new registration on your chosen device
  • If you’ve registered before with a different card or account number and you still have access to it, use that again for this registration
  • Register with a different mobile number
  • If you’ve already registered for the app on one device and now want to use it on another, you can use your first device to speed things up. Have a look at this video to see how

See our download and register page for more information.

If you need any more help, please call us on 0333 200 1014*. We’re open Monday to Friday, 9am to 5pm.

*Calls to 03 numbers are charged at the same rate as dialling an 01 or 02 number. If your fixed line or mobile service has inclusive minutes to 01/02 numbers, then calls to 03 are counted as part of this inclusive call volume.

Message shown

It looks like you’ve previously started to register for this app on this device using a different card. If you know which card you used, please complete your registration with the same one.

Info
What can I do about it?

If you can't remember which card you used, you can delete the partial registration and start again. Just tap the question mark icon from the app log-in screen and then select ‘forgot passcode’.

You can also try registering with a debit card, if you have one. If you don’t have a debit card, but have the app registered on another device, you can try registering there with an activation code. Have a look at this video to see how.

Our videos and guides on how to register for the app might also help.

If you need any more help, please call us on 0333 200 1014*. We’re open Monday to Friday, 9am to 5pm.

*Calls to 03 numbers are charged at the same rate as dialling an 01 or 02 number. If your fixed line or mobile service has inclusive minutes to 01/02 numbers, then calls to 03 are counted as part of this inclusive call volume.

Message shown

Invalid card number. You have … attempt(s) remaining.

Info
What can I do about it?

Please check that

  • You’re using the same card in your PINsentry card reader as you used when you started the registration process
  • Your card hasn’t expired
  • The card is valid (you haven’t cancelled it)

If you can't remember what card you used, you can delete the partial registration and start again. To do this, tap the question mark icon from the app login screen then ‘forgot passcode’.

Our video on how to register for the app using PINsentry might also help.

If you need any more help, please call us on 0333 200 1014*. We’re open Monday to Friday, 9am to 5pm.

*Calls to 03 numbers are charged at the same rate as dialling an 01 or 02 number. If your fixed line or mobile service has inclusive minutes to 01/02 numbers, then calls to 03 are counted as part of this inclusive call volume.

Message shown

You’re registered on the maximum number of devices. You’ll need to cancel one to continue with this registration.

Info
What can I do about it?

If you have access to our app on another device which is no longer needed, you can try deleting this registration. Just go to More > Settings > Manage your devices. Delete any devices you don’t need, then start a new registration on your chosen device.

Our videos and guides on how to register for the app might also help.

If you need any more help, please call us on 0333 200 1014*. We’re open Monday to Friday, 9am to 5pm.

*Calls to 03 numbers are charged at the same rate as dialling an 01 or 02 number. If your fixed line or mobile service has inclusive minutes to 01/02 numbers, then calls to 03 are counted as part of this inclusive call volume.

Message shown

Invalid PINsentry code. You have … attempts remaining.

Info
What can I do about it?

You’ve typed in the wrong PINsentry code. Check the code and try again.

Make sure you’re pressing the ‘Respond’ button on your PINsentry card reader when you generate a code.

Our how to register with PINsentry video might also help.

You can also try to finish your registration using photo ID and a selfie video. Simply go back a step (after you get an error) and tap the top left arrow on your screen. 

At the ‘Do you have a PINsentry?’ screen, select ‘No - I don’t have a PINsentry’. Then tap ‘Yes, I have a photo ID’ and follow the instructions.

Have a look at our download and register page for more information.

If you need any more help, please call us on 0333 200 1014*. We’re open Monday to Friday, 9am to 5pm.

*Calls to 03 numbers are charged at the same rate as dialling an 01 or 02 number. If your fixed line or mobile service has inclusive minutes to 01/02 numbers, then calls to 03 are counted as part of this inclusive call volume.

Message shown

The debit card number you’ve entered isn’t right. Please check and try again.

Info
What can I do about it?

Make sure that

  • You’re entering a Barclays debit card number 
  • Your card hasn’t expired
  • The card is valid (you haven’t cancelled it)

If you’ve already registered for the app on one device and now want to use it on another, you can use your first device to speed things up. Have a look at this video to see how.

Our videos and guides on how to register for the app might also help.

If you need any more help, please call us on 0333 200 1014*. We’re open Monday to Friday, 9am to 5pm.

*Calls to 03 numbers are charged at the same rate as dialling an 01 or 02 number. If your fixed line or mobile service has inclusive minutes to 01/02 numbers, then calls to 03 are counted as part of this inclusive call volume.

Message shown

The mobile number or activation code you’ve entered isn’t right. Please check and try again.

Info
What can I do about it?

Make sure that

  • You’re using the mobile number that’s saved in your customer profile, or
  • It’s the same mobile number you used to get your activation code
  • The activation code you’ve entered is still valid

If you’ve already registered for the app on one device and now want to use it on another, you can use your first device to speed things up. Have a look at this video to see how.

Our videos and guides on how to register for the app might also help.

If you need any more help, please call us on 0333 200 1014*. We’re open Monday to Friday, 9am to 5pm.

*Calls to 03 numbers are charged at the same rate as dialling an 01 or 02 number. If your fixed line or mobile service has inclusive minutes to 01/02 numbers, then calls to 03 are counted as part of this inclusive call volume.

Message shown

Sorry, we're unable to log you into Online Banking as your details don't match our records. Please carefully re-enter your details - you'll need to generate a new PINsentry 'Identify' code.

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What can I do about it?

Please check that

  • You’re using a PINsentry device to get a code and not Mobile PINsentry if you’ve selected that option
  • On ‘Step 2 – Confirm your ID’ -  you've correctly typed in the code given by your PINsentry device
  • You’re using the ‘Identify’ button on your PINsentry device to get the code, not ‘Sign’ or ‘Respond’

Have a look at our how to log in with PINsentry [PDF, 706KB] guide, or our download and register page for more information.

If you need any more help, please contact us.

Message shown

These details don't match our records. We couldn't log you in to Online Banking, so please check your details are correct before trying again. We can remind you about certain information if you've forgotten it - please see below.

Info
What can I do about it?

Please check that

  • You've entered the last few digits of your card number correctly in ‘Step 2 – Confirm your ID’. You’ll be asked to enter at least four digits
  • You’re using a valid card (not expired or cancelled) and it’s linked to one of your accounts
  • You’re getting an eight-digit code when you select ‘Identify’ in PINsentry

Have a look at our how to log in with PINsentry [PDF, 706KB] guide, or our download and register page for more information.

If you need any more help, please contact us.

Message shown

Sorry, we're unable to log you in to Online Banking at the moment as there's an issue with your debit card.

Info
What can I do about it?

Please check that

  • You’re using a valid card (not expired or cancelled) and it’s linked to one of your accounts
  • You’re getting an eight-digit code when you select ‘Identify’ in PINsentry

If you use our app, you can also try to log in using Mobile PINsentry.

Have a look at our how to log in with PINsentry [PDF, 706KB] guide, or our download and register page for more information.

If you need any more help, please contact us.

Message shown

You can't log in to Online Banking because we don't recognise those log-in details. Please check them and try again.

Info
What can I do about it?

Please check that

  • You’re entering the correct log-in details (your surname and/or membership number, sort code and account number or card number)
  • You’ve typed your surname as it appears on your account. If you’ve recently changed your name, please get in touch with us
  • You’re using a valid card (not expired or cancelled) and it’s linked to one of your accounts
  • You’ve entered the right information if you’re using a passcode and memorable word. If you’ve forgotten your log-in details, you can reset them online

Have a look at our video on how to reset you passcode and memorable word, or our download and register page for more information.

If you need any more help, please contact us.

Message shown

You can't log in to Online Banking because we don't recognise the 8-digit code you entered. Please generate a new code and try again.

Info
What can I do about it?

Please check that

  • In ‘Step 2 – Confirm your ID’, you’ve typed the right code generated by your Mobile PINsentry into the required field
  • In Mobile PINsentry, you’re using ‘Identify’ to get a code, not ‘Sign’ or ‘Respond’
  • You’re not using a physical PINsentry device if you’ve chosen to use Mobile PINsentry to generate a code

For more support, have a look at our our download and register page.

If you need any more help, please contact us.

Message shown

Please input your Online Banking membership number and try again. You can be reminded of your Online Banking membership number by selecting the 'Forgotten your log-in details?' link below.

Info
What can I do about it?

Please check that

See our download and register page for more information on Online Banking and our app.

If you need any more help, please contact us.

Message shown

Sorry, due to technical problems, we may not have been able to carry out your request.

Info
What can I do about it?

Please check that

  • You’ve correctly entered your details
  • The card you’re using is still valid (you haven’t cancelled it) and it’s linked to your personal current or savings account

You can use this page to register for Barclays Business Online Banking.

Have a look at our video on how to register, or our download and register page for more information on Online Banking and our app.

If you need any more help, please contact us.

Message shown

Sorry, we aren't able to register you online at the moment.

Info
What can I do about it?

Please check that

  • You’ve correctly entered your details
  • You’re not using an expired card, or a card that isn’t linked to any of your accounts

Have a look at our video on how to register, or our download and register page for more information on Online Banking and our app.

If you need any more help, please contact us.

Got an error code we haven’t covered in our tool?

You can see what to do in your app or Online Banking. Or contact us if you need help.