Key facts
- HSBC and Hang Seng Bank mobile apps experienced disruptions on Monday morning.
- Hong Kong customers were prevented from accessing their accounts.
- The banks cited restricted access due to issues with email and mobile number verification.
- Services were resolved later in the day.
- The disruptions affected numerous customers.
HSBC and Hang Seng Bank, both prominent financial institutions in Hong Kong, encountered substantial disruptions to their mobile banking applications on Monday morning. Numerous customers were unable to access their accounts due to the widespread glitch. The banks identified the root cause of the problem as restricted access stemming from issues with email and mobile number verification. These verification processes are critical for user authentication and account access. The technical difficulties led to widespread customer frustration as many were locked out of their digital banking services during peak hours. Following the identification of the problem, bank IT teams worked to resolve the issues. Services were reportedly restored later in the day, allowing customers to once again access their accounts through the mobile apps. The incident highlights the reliance on digital platforms for banking and the potential impact of technical failures on customer access and trust.