A number of online services have been reported to be down, including DBS ATMs and iBanking services, according to several users on social media and DownDetector.
A short message on the DBS website stated that “Our customers are not able to access our digital services for the time being. We are reactivating our branches to assist you with your transaction requests. We seek your patience while we actively work to resolve the issue. We are sorry for the inconvenience caused.”
As of 4.02pm, there was a peak of about 3,917 reported outages by users trying to use DBS services, and at the time of writing, reports are still coming in from customers who are not able to use DBS services.
According to Channel NewsAsia, among the services that are down include DBS PayLah!, the iBanking app, DBS’s paywave feature, and ATMs reportedly showed messages stating that the machines were “offline”.
Stuck at Coffee Bean
Several user took to social media to complain about the outages, with a netizen sharing that he was stuck at The Coffee Bean while buying drinks because his Paywave and the iBanking app was not working.
Other users chimed in and revealed that even PayNow and PayLah services were down as well, and disgruntled customers started calling out the bank.
GetGo user can’t extend booking & kena $50 charge
Another netizen shared that he couldn’t extend his GetGo car rental booking because of the outage, and received a $50 late return charge because he couldn’t make payment for the final fare.
Other users also had problems completing transactions at places such as FairPrice, a local bakery, 7-Eleven and Cold Storage, among others.
Stuck in carpark
A netizen shared that he was stuck inside the carpark and can’t get out because he can’t make payment to top up his cashcard.
Stuck at Esso
Another netizen shared that his sister tried to pay for petrol at Esso using her DBS credit card but the payment couldn’t go through, and she got stuck at the petrol station.
Other online services also down
Among the other online services that are reportedly down, according to DownDetector and netizens, include:
- POSB
- Citibank
- Singtel
- Visa
- Starhub
- M1
- MyRepublic
- Gmail
- Grab
- Telegram
- Standard Chartered
- YouTube
- HSBC
- LINE
- Amazon
- Deliveroo
- Apple Pay
- Gojek
- Samsung Pay
DBS’s Facebook statement
[Update – 9.25am, 15 Oct 2023]
All our services, including DBS/POSB digibank and DBS PayLah!, have returned to normal as of this morning.
However, any customer who may still experience difficulties logging into their accounts via their mobile app can try to log in with digibank online/ internet banking using SMS OTP.
We are also aware that some of our customers’ PayNow/FAST transactions were interrupted when the disruption happened, and will be processing these with utmost priority. We will update customers on the status of these transactions when processing has been completed.
We appreciate our customers’ patience and are sorry for the inconvenience caused.
—
[Update – 10.10pm, 14 Oct 2023]
As we continue our service recovery, we would like to update our customers on the following:
• All our ATMs are now up and running
• Our branches, which were re-activated this afternoon to assist customers, are now closed.
• Some services, including DBS/POSB digibank and DBS PayLah!, remain unavailable and we continue to work to recover them.
The service disruption was caused by an issue at a data centre. The data centre provider, Equinix, has issued a statement on the incident (which affected various organisations) and is conducting a thorough investigation.
We will provide more updates as the recovery progresses. We sincerely apologise for the inconvenience caused to all our customers.
—
[Update – 6.08pm, 14 Oct 2023]
Our investigations indicate that the service disruption was caused by an issue at a data centre which is also being used by various other organisations.
We are doing our utmost to swing over to our backup data centre, and expect to progressively restore services from 7pm today.
Meanwhile, all our branches (except Tampines Central, Tampines One and White Sands*) have been re-activated and are now open to assist you. Our branch locations can be found here: https://www.dbs.com.sg/index/locator.page
We seek your patience as we recover our services.
Please be assured that our systems are uncompromised, and your monies and deposits remain safe.
*POSB Tampines Central and DBS Tampines One are being relocated, while POSB White Sands is currently under refurbishment.
—
[Update – 4.37pm, 14 Oct 2023]
Our customers are not able to access our banking services for the time being. We seek your patience while we actively work to resolve the issue.
We are reactivating our branches to assist you with your transaction requests
Please be assured that our systems are uncompromised. We will provide updates here as soon as they become available.
We are sorry for the inconvenience caused.