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uk Money & financial emergencies bank login not working • online banking locked out • mobile banking app locked • suspect account takeover • bank account hacked • cant sign in to bank • password suddenly rejected • too many login attempts • unexpected otp code • bank text looks fake • phishing pretending bank • password reset scam • new device login alert • sim swap risk • email account compromised • suspicious bank call • unauthorized transfer worry • banking security lockout • account takeover warning

What to do if…
your online banking login stops working and you suspect a lockout or takeover

Short answer

Stop trying to log in and contact your bank immediately using a trusted route (the number on your card/statement, or the official in-app contact). If this started with a suspicious call claiming to be your bank, hang up and use a safe call-back route (for example, dialling 159 where supported).

Do not do these things

  • Don’t keep retrying passwords or codes (it can extend lockouts and create more confusion).
  • Don’t use phone numbers, links, or “live chat” buttons from texts/emails/pop-ups about the problem.
  • Don’t share one-time passcodes (OTPs), card reader codes, or banking app approval prompts with anyone.
  • Don’t let someone “talk you through” moving money to a “safe account” or “security account”.
  • Don’t install remote-access software or screen-sharing apps because someone claims they’re “from the bank”.
  • Don’t do this over public Wi-Fi if you can avoid it.

What to do now

  1. Pause and capture what you can see (30 seconds). Note the exact error message and time. If there are any “new device/login” alerts, screenshot them.
  2. Contact your bank via a trusted route — now.
    • Use the phone number on the back of your bank card or on a recent statement, or
    • Use the official contact option inside your banking app (if you can still open it), or a website address you type in yourself.
    • If you received a suspicious call claiming to be your bank, hang up and (where available) dial 159 to be connected to your bank safely.
  3. Use clear wording with the bank to trigger the right response. Say: “I can’t log in and I’m worried about a lockout or account takeover. Please secure my online banking and check for any unauthorised activity.”
  4. Ask the bank to do specific protective actions while you’re on the call.
    • Place a temporary block on online/app banking access (and, if needed, payments/transfers) until identity checks are done.
    • Check recent transactions, pending payments, new payees/beneficiaries, standing orders, and contact detail changes (email/phone/address).
    • Remove/disable new payees you don’t recognise and cancel suspicious payments if possible.
    • Reset access securely: new credentials, and (if needed) re-register your app/device and issue a replacement card.
    • Ask for a reference/case number and the best way to confirm the report in writing/in-app.
  5. Secure the “keys” to your bank account next (email + phone).
    • Change your email password (from a trusted device) and turn on two-factor authentication for email.
    • If you suspect a SIM swap (sudden loss of signal, “SIM changed” messages, no service), contact your mobile network to secure your account and add extra verification.
  6. Check for obvious device compromise. If you recently installed anything unusual (especially “support”, “screen share”, “security tools”), remove it and run a reputable device security scan. If in doubt, use a different device to change key passwords.
  7. If the issue started with a suspicious message, report it (optional but quick).
    • Forward suspicious emails to report@phishing.gov.uk.
    • Forward suspicious texts to 7726 (free) to report to your mobile provider.
  8. If money has left your account (or you’ve been tricked into approving something), report it as fraud.
    • Tell your bank first (steps 2–4).
    • Then report via Report Fraud if you live in England, Wales, or Northern Ireland.
    • If you live in Scotland, report to Police Scotland (typically via 101, or 999 in an emergency).

What can wait

  • Deciding whether to close accounts or switch banks (do the immediate lockdown first).
  • Deep-cleaning every device or changing every password you’ve ever used (prioritise bank, email, and mobile account first).
  • Reporting to wider organisations unless money has actually gone missing or the bank asks you to (you can do this after the account is stabilised).
  • Any arguments with the bank about liability/refunds — get the incident logged and the account secured first.

Important reassurance

Lockouts happen for innocent reasons (maintenance, app issues, too many attempts) — and account takeovers also happen without you doing anything “wrong”. The calm move is the powerful one here: use a trusted contact route, get the bank to freeze risk, then secure your email/phone.

Scope note

This is first steps only to stop further harm and buy time. If you’ve lost money or your identity details may be compromised, you may need additional support and follow-up after the account is secured.

Important note

This is general information, not legal or financial advice. Banks have different security systems and processes; follow your bank’s instructions once you’ve reached them through a trusted channel.

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