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Hometech newsDBS/POSB digital services restored after disruption lasting more than 12 hours

DBS/POSB digital services restored after disruption lasting more than 12 hours

SINGAPORE – Following a disruption lasting more than 12 hours, DBS Bank customers were able to use its digital banking services again on Wednesday evening, after encountering problems logging into the portal earlier in the day.

In a Facebook post at about 7.30pm, DBS said DBS/POSB digibank mobile and online services, as well as DBS PayLah! and DBS mTrading services, have all returned to normal.

It added that it is monitoring the situation closely.

Earlier, DBS made the decision to extend banking services by two hours at all DBS and POSB branches as well as investment service Treasures centres, when its digital services suffered a disruption early in the morning.

From about 7am, users began reporting that DBS digibank online and mobile services, including the popular PayLah app, were all down.

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That was when complaints by DBS customers started emerging on the website Downdetector, which tracks outages. By 8.30am, there were more than 360 reports from DBS customers who were having trouble logging into the portal.

DBS issued a statement at about 9.20am to confirm that its digital services were down.

At 12.49pm, DBS said access to these services, as well as investment platform DBS Vickers mTrading, was spotty and the connection might be slow for those who did manage to log in.

It said: “Please be assured that your deposits and monies are safe and secure.”

Earlier, DBS said customers could stay assured that its systems are secure and uncompromised, and that they could continue to use their DBS/POSB cards for transactions.

Several unhappy customers took to DBS’ Facebook page to report a host of issues, including being unable to retrieve one-time passwords and receiving prompts to reset their personal identification number (PIN).

One such user was engineer Su Yuanchang, who said he tried up to seven times from 8am to use the mobile banking app to pay his bills but, to his mounting frustration, his attempts were unsuccessful.

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Mr Su, who is in his 50s, said: “It kept asking me to reset my PIN when I wanted to change my transaction limits, but I didn’t receive any PIN. Eventually, I couldn’t log in at all.”

Facebook user Mawar Elin Mamat said she was unable to pay her hospital bills because of the disruption.

On March 24, DBS PayLah app users faced delays in receiving their cashback when they made payments in the hopes of claiming a $3 meal subsidy offered by the bank.

The delays were caused by a high volume of logins, the bank said then.

In November 2021, a malfunctioning access control server disrupted services for DBS Bank and POSB users over three days, resulting in the bank’s worst digital disruption in a decade.

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