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.

Is your code from the Barclays App or Barclays Online Banking?
What was the error related to?
What was the error related to?

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

Sorry we don’t recognise the details you've provided, please try again. You have 'x' attempt(s) remaining.

Info
What can I do about it?

You’re seeing this message because you've tried to log in with an incorrect passcode. Please check your passcode and try again. After five incorrect attempts, you’ll be locked out.

If you can’t remember your passcode, you'll need to reset the app and re-register. To reset the app, tap the question mark icon on the log-in screen, and select ‘Forgot passcode’, followed by the ‘Reset’ button. To protect your security, we can't resend your passcode. You’ll then need to register for the app.

You’ll need an active Barclays or Barclaycard debit or credit card to register. Our videos and guides on how to register for the app might help too.

For other app-related issues, please contact us.

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 won't be completing your registration right now.

Info
What can I do about it?

There are a few things you could try

  • Check that you’re using the latest version of the app
  • If you’re trying to register with your Barclaycard, you might need to log into the Barclaycard website and enter your username or credit card, then reset your login credentials by clicking the ‘Forgotten details’ link
  • If you have a current account with us, you could use your personal card or account details to register for the Barclays or Barclaycard app
  • 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

If you need any more help, please contact us.

Message shown

You can’t access this service currently.

Info
What can I do about it?

Please close the app and try again. If that doesn't work, you might want to make sure you check the app registration criteria/ requirements

  • You’re using an Android or iOS (Apple) device. The app is not supported by other operating systems
  • You’re using a device with an up-to-date operating system. The app only works with Android 5.0 and iOS 9.3 and above, so you might need to check your settings to see if an operating system update is available
  • You’re using the latest version of the app. If you just updated the operating system, you might also need to update your app to the latest version from your device’s app store. Have a look at the Android or iOS guides for more support
  • Your device isn’t rooted or jailbroken

If you need any more help, please contact us.

Message shown

We are unable to register your account for the Barclays app.

Info
What can I do about it?

You may see this error code if your account has already been used to register for the Barclays app.

There are a few things you can try

  • If you have access to the app on another device you no longer need, you can try deleting any older registrations. Just go to ‘More’, then ‘Settings’, then ‘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
  • 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

For more information, take a look at our banking from home download and register page.

If the problem still persists, please contact us.

Message shown

Sorry, the details you have entered don't match our records. Please try again or continue to register without using an activation code.

Info
What can I do about it?

You’re seeing this message because you tried to register with an activation code, but the code entered isn’t correct. Please note that each activation code is associated to a phone number.

If you’ve received an activation code from one of our branches or you generated one through Online Banking please check that

  • You've correctly typed in the code 
  • You're using the same mobile number you used to get your activation code
  • The activation code you’ve entered is still valid. Activation codes expire 24 hours after they're issued

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 generate an activation code and speed things up. Have a look at this video to see how.

Alternatively, you can register using your card details. Have a look at our registration how-to videos for more information. 

If the problem continues, please contact us.

Message shown

You can’t access this account currently. 

Info
What can I do about it?

The Barclays app isn’t available to businesses that have a mandate that requires two or more signatures (complex mandate), or if you have a specific relationship to the business. 

Alternatively you can 

  • Use Online Banking for your business’ banking needs 
  • Register for the Barclays app with your personal or business debit card or account with a mandate that requires only one person to sign. You won’t be able to see the business with a complex mandate, but you’ll be able to see personal and simple signing business accounts. You can change the mandate if the business needs have changed. Please contact your Relationship Manager for advice or the Business mandate change team to make the necessary changes
  • Request a change in the relationship you have to the business from the authorised signatories. The authorised parties can also contact our business banking support team or their Business Relationship Manager if they have additional questions

For other app-related issues, please contact us.

Message shown

Sorry, something went wrong and your payment may not have gone through. Don’t try to make another payment. You should check your account after 4 hours, and if the payment hasn’t been processed, you’ll have to resend it. 

Info
What can I do about it?

You’ll see this error code if our payment system isn’t working as expected. Don’t try to resubmit the payment – usually the issue resolves itself within four hours. Please let this time pass and check your account to see if the payment has been processed. 

You can also check our Service status page to see if everything is working as it should. If the problem continues and it's been more then four hours, please contact us.

Message shown

Could not transfer your funds. Please try again later.​

Info
What can I do about it?

There are few things to note that might help

  • If you’re trying to pay a bill to a utility company, make sure you’re using a reference that matches the format shown. Please note, # represents numbers and @ represents a letter – entering a reference that doesn’t match the format will result in this error
  • If you’re sending a payment through Faster Payment Service (FPS), you might receive this error if the bank or building society can’t receive Faster Payments. To check whether the bank or building society you’re sending money to can receive this type of payment, use our sort code checker. We’ll always send your payments through FPS, where possible
  • You could try to make the payment through Online Banking

If the problem still persists, please contact us.

Message shown

If you have selected an account that does not have an associated debit card you will not be able to set up a new payee. Please select a different account to continue. If your account does have a card then sorry, we are experiencing some technical issues. 

Info
What can I do about it?

To pay someone new (and set up a new payee) you’ll need to

  1. Select and make the payment from a current account that has an active debit card associated to it 
  2. Have your debit card, as you'll need to add a few more details

As an alternative, you could also make the payment through Online Banking. See our How to make a payment page and how to video to see the step by step process for the app and Online banking. 

If the problem continues, please contact us.

Message shown

It seems you don't have enough money in your account to make this payment. Please check your account balance and pay in some money if needed.

Info
What can I do about it?

If you’re seeing this error code, it’s because you tried to make a payment, but didn’t have enough cleared money in your account. 

Depending on the time of day you check your balance, with the Barclays app, you can see

  • Your available balance – which shows how much cash you can access at that time, excluding any cheques paid into your account and payments that haven’t been processed yet – for example, pending debit card transactions
  • Or your current – which includes all payments into and out of your account since last night’s balance, and any cheques paid in that haven’t cleared yet. It doesn’t show you how much cash you have available

Please check your account balance and try again with a revised payment amount, or transfer more money into the account you're using to make the payment. 

See our How to make a payment page and videos for additional support with the step by step payments process. 

If the problem continues, please contact us.

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

Sorry, there's a problem.

Info
What can I do about it?

If you’re seeing this error, it’s because an unexpected issue is affecting the Statements and documents section of the app. To fix this

  • Check you’re using the latest version of the app – you can check your device’s app store to see if you have an update available. Have a look at the Android [PDF, 454KB] or iOS [PDF, 423KB] guides if you need support
  • Log out of the Barclays app. You’ll need to close the app from running in the background too. (On an iPhone with Face ID: swipe up from the bottom edge and pause in the middle of the screen, then swipe up on the app. On an iPhone with a home button: double-click the home button and swipe up on the app. On an Android phone: swipe up from the bottom, hold, let go, then swipe up on the app)

After you’ve done this, try logging back in to access Statements and documents.

Alternatively, you can access your statements through Online Banking, if you're already registered.  

If you need any more help, please contact us.

Message shown

You can’t access this account currently. 

Info
What can I do about it?

The Barclays app isn’t available to businesses that have a mandate that requires two or more signatures (complex mandate), or if you have a specific relationship to the business. 

Alternatively you can 

  • Use Online Banking for your business’ banking needs 
  • Register for the Barclays app with your personal or business debit card or account with a mandate that requires only one person to sign. You won’t be able to see the business with a complex mandate, but you’ll be able to see personal and simple signing business accounts. You can change the mandate if the business needs have changed. Please contact your Relationship Manager for advice or the Business mandate change team to make the necessary changes
  • Request a change in the relationship you have to the business from the authorised signatories. The authorised parties can also contact our business banking support team or their Business Relationship Manager if they have additional questions

For other app-related issues, 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.

Message shown

Sorry - we are currently experiencing temporary technical difficulties, please try again.

Info
What can I do about it?

Please check that

  • You’ve opened Online Banking by going to barclays.co.uk and choosing ‘Log in’ from the top-right corner
  • 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
  • Where you have a PINsentry card reader, you’re using the PINsentry to log in instead of the passcode and memorable word
  • You’re using a valid card (not expired or cancelled) and it’s linked to one of your accounts

If you’re receiving this error while trying to make a payment, please check that you’re entering the correct account details. 

If you’ve tried that, you could

  • Clear your browser cache and cookies before trying again
  • Log in using a different browser

For more information, have a look at our guide on how to log in with PINsentry, [PDF, 706KB] or help with banking online.

If the problem continues, please contact us.

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.

Info
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 - we are currently experiencing temporary technical difficulties, please try again.

Info
What can I do about it?

Please check that

  • You’ve opened Online Banking by going to barclays.co.uk and choosing ‘Log in’ from the top-right corner
  • 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
  • Where you have a PINsentry card reader, you’re using the PINsentry to log in instead of the passcode and memorable word
  • You’re using a valid card (not expired or cancelled) and it’s linked to one of your accounts

If you’re receiving this error while trying to make a payment, please check that you’re entering the correct account details. 

If you’ve tried that, you could

  • Clear your browser cache and cookies before trying again
  • Log in using a different browser

For more information, have a look at our guide on how to log in with PINsentry, or help with banking online.

If the problem continues, please contact us.

Message shown

Sorry, we're having difficulties with your request.

Info
What can I do about it?

Please check that

  • You have a good internet connection
  • 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

If you’ve tried that, you could

  • Clear your browser cache and cookies before trying again
  • Log in using a different browser – open the browser, go to barclays.co.uk and click on 'Log in' on the top-right corner of the page 

For more information, have a look at our download and register guides to help you bank online.

If the problem continues, please, contact us.

Message shown

Sorry, you can't login. You don't have any available login methods.

Info
What can I do about it?

Here are some things you could check

  • You’re using a valid card (not expired or cancelled) and it’s linked to one of your accounts 
  • You're correctly entering the phone number associated to your profile
  • If you can't remember your details and you’ve recently changed your phone number, you’ll need to wait seven days since changing the number to be able to log in
  • If you’ve recently changed your contact number and we still have your old number on file, please get in touch with us. You can also update your phone number though the Barclays app

Alternatively, if you have a PINsentry card reader or you have access to the Mobile PINsentry in the Barclays app, you can use the PINsentry log in option. Check our how to videos to see how to change personal details in the app or how to log in with Mobile PINsentry

For more information, have a look at our guides to help you bank online.

If the problem continues, contact us.

Message shown

We've logged you out to protect your security. Once you've logged in to Online Banking, we'll log you out if you don't use it for more than 5 minutes. 

Please enter your log in details again and click on 'Next'.

Info
What can I do about it?

If you’re seeing this error code, it’s because you were logged out of Online Banking after 5 minutes of inactivity. Before you’re logged out, we’ll display a 60-second countdown message. You may also see this error if you try to open an Online Banking statement PDF in a new tab or window after you’ve been logged out. 

Please note, the inactivity time limit is shorter on pages where security data (for example, login details) is entered. Once logged out, you’ll automatically be returned to the first log-in step. 

For more information, have a look at our Online Banking guides to help you bank online.

If you need any more help, please contact us.

Message shown

Please enter your Online Banking membership number and try again. If you've forgotten it, you can see how to get a reminder in the 'Help module' to the right of this page.'

Info
What can I do about it?

Please check that

  • You’ve used the right membership number
  • You’ve opened Online Banking by going to barclays.co.uk and choosing ‘Log in’ from the top-right corner

If you’ve forgotten your membership number, you can get a reminder by selecting ‘Don't know your membership number?’ and following the instructions. If you need more help, take a look at what to do if you’ve lost or forgotten your Online Banking log-in details.

For more information, have a look at our Online Banking guides to help you bank online.

If you need any more help, please contact us.

Message shown

Please enter your Online Banking membership number and try again. If you've forgotten it, you can see how to get a reminder in the 'Help module' to the right of this page.

Info
What can I do about it?

Please check that

  • You’ve used the right membership number
  • You’ve opened Online Banking by going to barclays.co.uk and choosing ‘Log in’ from the top-right corner

If you’ve forgotten your membership number, you can get a reminder by selecting ‘Don't know your membership number?’ and following the instructions. If you need more help, take a look at what to do if you’ve lost or forgotten your Online Banking log-in details.

For more information, have a look at our Online Banking guides to help you bank online.

If you need any more help, please contact us.

Message shown

Sorry, your first name isn't in the correct format. Please try again. Note: you'll need to re-enter your three-digit security code.​

Info
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’

For more information, have a look at our guide on how to log in with PINsentry, or help with banking online.

If you need any more help, please contact us.

Message shown

Sorry, we're experiencing some technical difficulties. Please try again.​

Info
What can I do about it?

If you’re seeing this error code, it’s because your mobile PINsentry is locked.

To log in to Online Banking, you’ll need to use a physical PINsentry card reader, if you have one available. Alternatively, you could log in by using a passcode and memorable word. By using this option, you’ll only be able to check your balance and transactions, transfer money between your Barclays accounts, or report a lost or stolen card. 

Logging in with a physical or mobile PINsentry will give you access to all of the Online Banking functions.  

For more information, have a look at our guide on how to log in with PINsentry, or help with banking online.

To reinstate the Mobile PINsentry, please contact us and quote the error code 30915.  

Message shown

Sorry - you are unable to step up using Mobile PINsentry. Please try again.​

Info
What can I do about it?

If you’re seeing this error code, your mobile PINsentry could be locked, or you’ve incorrectly entered information from the PINsentry at the required steps. 

To log in to Online Banking, you’ll need to use a physical PINsentry card reader, if you have one available. Alternatively, you could log in by using a passcode and memorable word. By using this option, you’ll only be able to check your balance and transactions, transfer money between your Barclays accounts, or report a lost or stolen card. 

Logging in with a physical or mobile PINsentry will give you access to all of the Online Banking functions.  

For more information, have a look at our guide on how to log in with PINsentry, or help with banking online.

To reinstate the Mobile PINsentry, please contact us and quote the error code 30941. 

Message shown

Sorry - we are currently experiencing temporary technical difficulties, please try again.

Info
What can I do about it?

Please check that

  • You’ve opened Online Banking by going to barclays.co.uk and choosing ‘Log in’ from the top-right corner
  • 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
  • Where you have a PINsentry card reader, you’re using the PINsentry to log in instead of the passcode and memorable word
  • You’re using a valid card (not expired or cancelled) and it’s linked to one of your accounts

If you’re receiving this error while trying to make a payment, please check that you’re entering the correct account details. 

If you’ve tried that, you could

  • Clear your browser cache and cookies before trying again
  • Log in using a different browser

For more information, have a look at our guide on how to log in with PINsentry, or help with banking online.

If the problem continues, please contact us.

Message shown

Sorry - we are currently experiencing technical difficulties. We have not been able to carry out your request.

Info
What can I do about it?

Please check that you’ve entered the recipient details correctly, this includes

  • The recipient name matching the format used on their account
  • Selecting the recipient’s country
  • Using the International Bank Account Number (IBAN) in the correct format – where one is required 
  • Please don’t copy-paste the recipient details from another file or document

If you’ve tried that, you could

  • Clear your browser cache and cookies before trying again
  • Log in using a different browser

For more information, find our guides on what IBANs and SWIFT codes are and how to send money abroad

If the problem continues, please contact us.

Message shown

To keep your account secure, this payment wasn’t completed. At this stage of the payment process, you only have 120 seconds to enter the correct details. 

To make the payment. Please try again.

Info
What can I do about it?

If you’re seeing this error code, the PINsentry verification wasn’t completed in 120 seconds. 

To finish your payment, check that

  • You have your PINsentry card reader and debit card at hand
  • You follow the on-screen instructions  
    • Insert the indicated debit card in the PINsentry and press RESPOND 
    • Type in your card PIN and press ENTER on the PINsentry 
    • Enter the 8-digit number on your computer into the PINsentry and press ENTER 
    • The PINsentry will generate an 8-digit code that you'll need to type in the indicated filed. Click 'Confirm payment'

Have a look at our guide on how to pay someone new in Online Banking for step-by-step support, or watch our how-to video.

If the problem continues, 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.