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Thousands of NAB customers reported trouble accessing their accounts during a technology outage on Thursday, May 15, 2025. Reports rose sharply at about 2pm Australian Eastern time, and NAB said its digital services were starting to return, though intermittent problems could continue. This is a report on that historical outage, not a notice of a current NAB disruption.
What happened during the NAB outage?
Customers reported being unable to access accounts through NAB’s app and other digital channels. PerthNow reported that DownDetector complaints spiked at about 2pm AEST. The coverage described the affected group as “thousands”; it did not establish an exact number, and the reports do not show that every NAB customer was locked out.
NAB acknowledged a technology issue affecting digital services. The available reporting does not identify its technical cause or provide a confirmed restoration time for each service.
Which NAB services were affected?
The evidence differs by service: NAB confirmed a disruption to digital services, while some other impacts were described in customer reports or media coverage.
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| Service | What was reported or confirmed |
|---|---|
| NAB app | Customers reported access problems. |
| Internet Banking | Customers reported problems accessing digital banking. |
| Digital services overall | NAB said digital services were affected and beginning to return. |
| NAB Trading | Customer-reported impact in PerthNow’s coverage. |
| Card payments | PerthNow reported customer complaints about card purchases. NAB’s quoted update did not confirm a nationwide card-payment failure. |
| ATMs, telephone banking and branches | Availability during this incident was not established in the available reporting. |
| Direct debits and Osko/PayID transfers | Availability during this incident was not established in the available reporting. |
These reports do not provide a complete service-by-service outage record. A failed login, a missing or stale balance display, and a rejected payment are different problems; the available coverage does not establish which payment functions, if any, failed across NAB’s systems.
What did NAB say about recovery?
A NAB spokesperson quoted by PerthNow said the bank was aware of the issue, that digital services were starting to come back online, and that customers might continue to experience intermittent login and service problems. NAB apologised for the inconvenience. The available report does not include a detailed technical explanation or a confirmed time when every affected channel was restored.
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Does an access outage mean money was lost or accounts were compromised?
No. The reports establish problems with access and alleged payment difficulties, not lost deposits or compromised accounts. Being unable to log in, or not seeing a balance update, is not by itself evidence that money has disappeared or that an account was hacked. If you can access your account and see a transaction you did not authorise, contact NAB through an official channel promptly.
What to do if you cannot access NAB or a payment appears stuck
For a similar disruption, separate an access problem from a payment problem before trying again. A payment that appears to fail may be delayed and could later process.
- Check the channel. If the app fails, try NAB Internet Banking, or vice versa. A customer-side connection or device issue can also affect access, so check your connection without assuming the bank is at fault.
- Check official updates. Use NAB’s official website, app, or verified social channels. Do not follow “account restoration” links sent unexpectedly by text, email, or social-media accounts.
- Do not repeatedly submit the same payment. First check the transaction history when access returns, or ask NAB to confirm its status. Repeated attempts can create duplicate payments if an earlier attempt later completes.
- Keep records. Save screenshots, error messages, the time of each attempt, and any transaction reference. These details can help NAB investigate a failed, delayed, or duplicated payment.
- Contact NAB through a published route. NAB’s current contact page lists personal-banking telephone support at 13 22 65 within Australia. NAB also offers Messaging through its app and Internet Banking; it may not be usable if you cannot log in. These are current support details, not confirmation of the channels available during the May 2025 incident.
Never give anyone your password, one-time security code, card PIN, or full banking details in response to an unsolicited offer to restore access.
If a missed payment or outage-related fee is a concern
If a bill is due while you cannot use banking services, contact the merchant or biller as soon as possible to explain the situation and ask whether a late fee or payment record can be waived. When you reach NAB, ask it to review any fee you incurred and retain the records of your attempts to pay.
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If NAB does not resolve the issue, use its complaints process, which includes NAB Resolve. NAB says customers should raise the matter with the bank before taking it to the Australian Financial Complaints Authority.
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Where to check service information
NAB publishes payment-service availability information, including how it defines online account access: logging in, viewing accurate balances, transferring between NAB accounts, and initiating payments. See NAB’s payment service availability page for its published information.
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Third-party report sites such as DownDetector can help show whether other customers are reporting trouble, but user reports are not an authoritative confirmation of service status.
A separate NAB outage in October 2025
NAB experienced another reported disruption on October 15, 2025, when customers were unable to log in to Internet Banking. 9News reported that the app, telephone banking, and ATMs remained available during that separate incident. It should not be confused with the broader digital-services disruption reported on May 15, 2025.
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