Review Insights · Google Play
HSBC UK Mobile Banking
HSBC · 419,111 ratings · ★ 4.7
4.7
★★★★★
419,111 ratings
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Top complaints - extracted from 50 negative reviews
Recurring phrases mined from 1-2★ reviews. The bigger the percentage, the more users have the same problem. Fix the top 2-3 in your version and you have product-market fit on day one.
1
"phone"
12 negative reviews mention this · 24% of all complaints
★★★★★ "when I open the app it gets stuck on the logo. can't confirm payments. horrible. only solution is to reinstall which I have done 5 times now, when you do this it does not remember the phone, you have to register your same phone as a new dev…" - Edward Agnese
2
"code"
10 negative reviews mention this · 20% of all complaints
★★★★★ "switching between apps when trying to authorise payments, cuts out and payment doesn't go through. where is send code to mobile option, as this is so much better" - N Cooper
3
"account"
9 negative reviews mention this · 18% of all complaints
★★★★★ "Diabolical bank, put my account into review for nothing more than transferring £1600 from another bank account. Locked and unable to access nearly £5000 for 2 we, including when I was on a holiday. Steer clear" - A Dobson
4
"device"
8 negative reviews mention this · 16% of all complaints
★★★★★ "when I open the app it gets stuck on the logo. can't confirm payments. horrible. only solution is to reinstall which I have done 5 times now, when you do this it does not remember the phone, you have to register your same phone as a new dev…" - Edward Agnese
5
"bank"
8 negative reviews mention this · 16% of all complaints
★★★★★ "Diabolical bank, put my account into review for nothing more than transferring £1600 from another bank account. Locked and unable to access nearly £5000 for 2 we, including when I was on a holiday. Steer clear" - A Dobson
6
"payments"
7 negative reviews mention this · 14% of all complaints
★★★★★ "when I open the app it gets stuck on the logo. can't confirm payments. horrible. only solution is to reinstall which I have done 5 times now, when you do this it does not remember the phone, you have to register your same phone as a new dev…" - Edward Agnese
7
"scan"
7 negative reviews mention this · 14% of all complaints
★★★★★ "Broken this morning. Freezes entire phone, usually asks to scan the thumb on open, today just stuck on the HSBC logo. No updates since May. Thanks for responding. Reinstalled and it works, but logged me out and now both, the app and the web…" - matt
8
"hsbc"
7 negative reviews mention this · 14% of all complaints
★★★★★ "Broken this morning. Freezes entire phone, usually asks to scan the thumb on open, today just stuck on the HSBC logo. No updates since May. Thanks for responding. Reinstalled and it works, but logged me out and now both, the app and the web…" - matt
9
"update"
7 negative reviews mention this · 14% of all complaints
★★★★★ "Broken this morning. Freezes entire phone, usually asks to scan the thumb on open, today just stuck on the HSBC logo. No updates since May. Thanks for responding. Reinstalled and it works, but logged me out and now both, the app and the web…" - matt
10
"through"
6 negative reviews mention this · 12% of all complaints
★★★★★ "when I open the app it gets stuck on the logo. can't confirm payments. horrible. only solution is to reinstall which I have done 5 times now, when you do this it does not remember the phone, you have to register your same phone as a new dev…" - Edward Agnese
11
"mobile"
6 negative reviews mention this · 12% of all complaints
★★★★★ "switching between apps when trying to authorise payments, cuts out and payment doesn't go through. where is send code to mobile option, as this is so much better" - N Cooper
12
"scan code"
6 negative reviews mention this · 12% of all complaints
📋 All 50 negative reviews
Every 1-2★ review we fetched. Use the copy button to grab them all for your own analysis (paste into ChatGPT/Claude with a prompt like "summarize core user problems, group by theme, ignore bugs, focus on missing features").
when I open the app it gets stuck on the logo. can't confirm payments. horrible. only solution is to reinstall which I have done 5 times now, when you do this it does not remember the phone, you have to register your same phone as a new device and go through all the security, such an unnecessary waste of time. edit: I am still facing this issue. I called the number and they have no record of the reference given by Haz.
switching between apps when trying to authorise payments, cuts out and payment doesn't go through. where is send code to mobile option, as this is so much better
Really annoyed that the app is preventing me from doing a screenshot so I can't make a receipt for the money I've just sent to a credit card!
Diabolical bank, put my account into review for nothing more than transferring £1600 from another bank account. Locked and unable to access nearly £5000 for 2 we, including when I was on a holiday. Steer clear
Broken this morning. Freezes entire phone, usually asks to scan the thumb on open, today just stuck on the HSBC logo. No updates since May. Thanks for responding. Reinstalled and it works, but logged me out and now both, the app and the website need some security code from each other in order to proceed... Completely stuck. Absolutely horrendous user experience. Broken again today, stuck at the HSBC logo again...
This has to be the worst designed app i have ever had the displeasure to use. the person who signed off the ui experience should be sacked, or worse, made to use it.
Can't link my bank account to my trading app as it requires the phone camera to scan a QR code being shown on the same device... infuriating.
from the 13th of April 2026 I was unable to use the app it seems that the update has created a situation where when you open the app, this service is temporarily unavailable for nearly 4 weeks I haven't been able to use the app, this being extremely inconvenient as abroad, therefore and unable to use my global card. Very disappointed in HSBC support.
awful. very complicated and nothing works. I just want to access my account.
Can't raise unknown payments on the app!
crashes every time i try to open it and the only fix is deleting and downloading the app again
have new phone cant set up hsbc in it all other banks easy to set up as an 84 year old this is annoying hsbc nèed to get their technology sorted, advise others no to use hsbc tech useless
doesn't work
works fine on my mobile and it used to work on my Amazon Fire, but the old version was deactivated and the new version is not available for Amazon Fire. Very disappointing.
Rubbish. Crashes when you try and open the app and you can't log on without the app so how am I supposed to log on?!
very poor customer service, insufficient complaints process and you need to be aware if any money goes missing out of your accounts because HSBC seem to lack any type of account management services
Invest Direct no longer accessible through web browser on mobile device. HSBC has broken the ability to do a web login from mobile as a result of their terrible QR code login design.
Don't recognise the company I'm trying to pay, won't let me add it as a company, won't let me pay under personal. 3rd party is unnavigable. what is the point of this app?
For over 3 months I have been trying to activate this app on my new device after the initial one I was using broke down. I have tried every and all manners to have my face captured and verified and the app keeps saying no face found. If not because I have a critical training resource on it & the billing goes there, I would have just discarded the account. Update: I was eventually able to. I had spoken to your agent even before my review here & it was unsavoury. Can't write more than 500letters
this app is useless I keep trying to install mobile banking on my phone but unable to do so. rubbish
what is this new security feature, to scan qr code? how come someone scan qr code if user is trying to do the transaction over phone only
crashes all the time. constantly needing to reinstall..
app will not open!!!
I just want to see how much dosh i have in my Bank Acc.
Lost login after update. Again lost biometrics after an update. App stopped working.
App was working fine on my old android phone. I upgraded my phone and can't use the app on my new phone. It detected Norton 360 running and said it hadn't been downloaded from Play Store. To use the app it says I must uninstall Norton 360 and download it from the Play Store. I always download Norton products onto new devices from my Norton account so I know they are safe and licensed to my account. HSBC support staff can only send me a validation device to access banking via the Web site.
Infuriating. They constantly make changes to how things work. To make payments, you have to generate a transaction security code - no such option exists! Amateurs.
how is the FUTO keyboard a threat?
Terrible app and making me consider using a different bank. Third party payments require two devices or the ability to scan a qr code on your own device, frequently crash and reaching out to support is no use whatsoever.
Rejected me due to location
abysmal. Their idiotic chat bots great idea to help you with 'problems logging in' is to log in and seek further help.
slow and unresponsive, insane how fintechs less than 10 years old could make an exponentially better app experience than a bank that has existed for over two centuries.
Got a thing to pay online. Fill all my details, need to confirm on the app to process payment. Using HSBC UK Mobile Banking app, click to confirm. Camera turns on "Scan QR code" Excuse me, what f QR code? Where am I even supposed to get this stuff? Do I imagine the code and paint on a canvas? Absolutely zero testing if this app even functions properly, and does the thing it's been designed for.
Often this app crashes before opening (Moto Phone), impossible to update, have to reinstall every few weeks. And even then, the app itself is mediocre, why have statements starting halfway through a month, also please just have amalgamated statements for a whole year.
It would be nice if "delete payee" feature was available on the app and not just on the website banking only.
never works!
I cant log in & online chat is a bot. it refuses to contact me to an agent
App has failed on me several times (Android phone)
I do not want to update
latest update is awful and impossible to scan a qr code with the app when the only device you use is a mobile. Who thought it was a good idea to require the use of two devices to authenticate open banking ? Please restore the previous method and abolish this rubbish qr code scanning.
very differcult to use
Never had so many problems with a bank account paying online
I left the UK during covid and several times over the past couple of years they've refused to close my account (which only has a few pence on it) without me being there in person. Extremely unfair and frustrating. I will file a complaint to FOS on this bank. This app is also incredibly invasive and requires face ID and full access to your device.
wont let me open account for some daft reason.
Nightmare app for me. Used to work on my old phone but constantly crashes on my new one. The problem is they route everything through the app, I can't do anything without it, transfer money or even pay for things online. Can't log in to online banking because you have to verify through the app. Absolute nightmare like I said, I might even have to change banks after 20 years!
Why try to update something that never needed it. I CANNOT transfer anything over to my third party apps. It makes me scan a QR code which is silly cause I'm using my phone. The sytem is the most infuriating thing ever. Most people use their phones to bank not a physical computer. Secondly the removal of seeing your balance without logging in. Each time I need to pay the same person it saves by reference so I have the same payee multiple times. Amongst other silly updates.ugh.
A pain in the arse! I have to go through many online payments because this app keeps freezing and I have to restart my phone. I've timed out thus i have to redo payment details again! What's going on ffs that a top company can't make a stable app?
Ridiculous QR system recently introduced that makes it impossible to make payments
I keep getting notifications that the app is crashing constantly and its draining my battery at an alarming rate at the moment!! Other than that, I find the app OK.
Poor usability. This message, verbatim from the app, is a good example: "to view more transactions go to your statements".
Sentiment summary
92%
Positive (4-5★)
2%
Neutral (3★)
6%
Negative (1-2★)