We last checked first direct at 00:05 UTC and it responded normally in 152 ms. Nobody has reported a problem in the last 24 hours.
first direct problem reports, last 24 hours
Reports from visitors per hour, in your local time. When reports rise well above the usual level, first direct is probably having problems.
Having a problem with first direct?
Choose what isn't working. Reports are anonymous and help other people see if the problem is widespread.
Most reported problems
Recent reports
- No reports in the last 24 hours.
Our checks of firstdirect.com
Over the last day we checked firstdirect.com 9 times: 100% of checks succeeded, with an average response time of 767 ms. None of our checks of firstdirect.com has failed in that time.
Each bar is one hour. Green: every check reached firstdirect.com. Amber: some failed. Red: all failed. Grey: not checked that hour.
Recent first direct outages
We haven't recorded any first direct outages since we started keeping this history on 24 October 2026. We record one when our checks of firstdirect.com fail for 15 minutes in a row, when problem reports jump well above normal, or when first direct's official status page reports a major outage.
Times are in UTC. Each entry is a time when our checks failed for at least 15 minutes, problem reports jumped well above normal, or first direct's status page reported a major outage.
How first direct outages usually look
first direct has no branches, so the app, Online Banking and the phone line are the whole bank. That makes it important to know which piece has failed. Its own service status page tracks eight things separately: Mobile Banking, Online Banking, Telephone Banking, chat, card transactions, payments, HSBC ATMs and the firstdirect.com website. Our check covers the public website, which can be up while log on is failing. first direct is part of HSBC, and its status page lists HSBC ATMs, so a problem at HSBC can show at first direct at the same time. During planned maintenance the bank has paused the app and Online Banking together.
On 28 February 2025, a payday Friday when several UK banks had problems, first direct confirmed on its website that mobile and online banking were having issues with payments, and later said payments were working again. Many apparent outages are really security lockouts. The app is your Digital Secure Key, so a new phone has to be set up before you can log on anywhere, either by scanning a QR code from your old phone or with photo ID and a selfie. That check can take up to two hours. The phone line for general enquiries is open 24 hours a day.
Common first direct errors and what they mean
Device log on failed
Shown when the Photo ID and Selfie check doesn't succeed while you're setting up the app on a new phone. It's about verifying you, not an outage.
What to do: Try again in good light with a UK driving licence or passport, or use the QR code method if you still have your old phone. If you've hit the attempt limit, wait 24 hours.
We're unable to verify you
You've reached the limit for Photo ID and Selfie attempts and can't use a QR code from another device.
What to do: Call first direct on 03456 100 100. Further attempts in the app won't work until the bank has helped you.
We're still checking your details
Your ID and selfie have been submitted and are being reviewed. first direct says this can take up to 2 hours and you'll hear the result within 24 hours.
What to do: Wait for the result instead of starting again, as restarting uses up attempts. If you need to make a payment in the meantime, use telephone banking.
App and Online Banking both unavailable
Either planned maintenance, which first direct has scheduled at weekends before, or an outage. During maintenance the bank pauses both together.
What to do: Check the service status page. Card payments and cash machines are listed separately there and often keep working, and the phone line is open 24 hours.
Payment hasn't gone through or hasn't arrived
Payments are their own line on the status page and failed separately from log on in February 2025.
What to do: Check the status page before sending the payment again, so you don't pay twice. If something urgent is due, phone the bank.
What to do if first direct is not working
- Look at first direct's Service status page first. It shows Mobile Banking, Online Banking, Telephone Banking, chat, card transactions, payments, HSBC ATMs and the website one by one.
- If the app won't open, try Online Banking in a browser, but remember you still need the app or a Secure Key to generate the log on code.
- Getting a new phone: set up the app on it while you still have the old one. Scanning a QR code from the old phone is quicker than the Photo ID and Selfie route.
- The app works on up to 3 devices. If set-up is refused, remove an old device under Security Settings, then Manage devices, or Manage security in Online Banking.
- Call 03456 100 100 at any time for general, bank account, credit card or loan enquiries. From abroad the number is +44 113 234 5678.
- Use Chat with us in the app when it's working. Without the app, log on to Online Banking and choose Message us.
- @firstdirecthelp on X is the bank's help account. It is public, so never post account details there, and ignore replies from other accounts offering to help.
Official first direct status and help
- first direct Service status Where the company itself confirms outages and posts updates.
- first direct help centre Official help articles and contact options.
- @firstdirecthelp on X Official account, useful for updates during big outages.
first direct outage FAQ
Is first direct down for everyone, or just me?
Look at the status at the top of this page. We connect to firstdirect.com directly from our servers, so if our check works but first direct doesn't work for you, the problem is more likely your device, network or account. If our check fails, or reports have jumped in the last hour, first direct is probably having a wider outage.
Why does this page say first direct is up when it isn't working for me?
Our check confirms that firstdirect.com is reachable and responding. An outage can still affect only part of first direct, such as logging in, the mobile app or a single feature, or only some regions. That's why visitor reports matter: when many people report problems at once, we flag first direct as having problems even if the website loads.
How often do you check first direct?
We check first direct automatically every 5 minutes, and again whenever someone opens this page and our last check is more than a few minutes old. A failed check is retried once before it counts.
How do I report a problem with first direct?
Use "Report a problem" on this page to tell us what isn't working. Reports are anonymous: we don't store your IP address, only a one-way code that stops the same person reporting many times, plus your country.
Is first direct down when HSBC is down?
It can be. first direct is a division of HSBC UK, and its status page lists HSBC ATMs among its services. A major HSBC outage can show at first direct too, though each bank reports its own status, so check first direct's own page.
How do I log on to first direct with a new phone?
Install the app, enter your username and say whether you still have your old device. If you do, scan the QR code it shows. If not, verify with photo ID and a selfie, which can take up to 2 hours, then create a new Digital Secure Key PIN.
Can I phone first direct during an outage?
Yes. Its general enquiries line, 03456 100 100, is open 24 hours a day, and Telephone Banking is listed separately from the app and Online Banking on the status page. Expect longer waits when the app is down, as many customers call at once.
This page's guide was last reviewed on 14 November 2026. Spotted something wrong or out of date? Tell us.
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