Troubleshooting online banking error messages

Online banking is quick and convenient, but sometimes users encounter error messages that can interrupt their experience. This guide explains the most common messages, what they mean, and how to fix them.

'Account locked' Message

It means your access to online and mobile banking is locked. You'll need to get in touch with us to unlock it before you can log in again. This usually happens if you've incorrectly entered your login details three times in a row. Call us on 0203 773 1751 (option 4) to get it unlocked. 

'Service Unavailable' Message

We work hard to ensure that online banking is always available when you need it and aim to schedule maintenance and necessary downtime in the early hours when you're likely to be in bed!

However, things do sometimes go wrong. You can find out about issues affecting service availability that we're currently aware of by visiting our Service Status Page.

If you see a 'Service Unavailable' message that isn't listed on the Service Status page, we'd appreciate it if you could call us on 0203 773 1751 (option 4) or email help@creditunion.co.uk.

'Network Unavailable' or 'Network Timeout'

Unfortunately, if this happens, it may be you rather than us. These messages indicate that a problem with your internet connection is preventing you from accessing our services.

This could mean:

• Your mobile network is experiencing a service outage
• You don't have enough data or credit on your mobile contract
• Poor mobile signal
• Your phone's internet connection is too slow to access our service

Ensure your internet connection is stable and try refreshing your browser or updating your app. Moreover, clear your web browser’s cache and cookies or reinstall the mobile app to resolve loading issues. If you are sure your internet connection is ok, then feel free to contact us so we can look into it for you.