DBS digital banking services 'returning to normal' on Wednesday night after two-day outage

DBS said its digital banking services are "returning to normal" as at Wednesday (Nov 24) night after a prolonged disruption that affected customers since Tuesday morning.

In an update at 1035 pm, the bank said it is monitoring the situation closely to ensure all services run smoothly. 

The issue, which was initially resolved at 2 am on Wednesday, had recurred a few hours later due to a problem with the bank's access control servers, said its Singapore country head Shee Tse Koon. 

More than 700 outage reports were made at 9.50 am, according to Downdetector, which uses crowd-sourcing to track outages.

While the current situation is “less severe" than on Tuesday, many customers are still unable to gain access, said Shee in a video update at around 4 pm where he also acknowleged the gravity of the situation.

"Yesterday, we identified a problem with our access control servers and this is why many of you have been unable to log in. We have since been working round the clock, together with our third-party engineering providers, to fix the problem and services were restored at 2 am. Unfortunately this morning, the same problem recurred," he said.

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Data from Downdetector showed that users' reports of outages at DBS started coming in before 10am on Tuesday. At its peak, almost 600 reports were lodged. Reports of POSB outages started streaming in before 8am.

In the meantime, customers can continue with their banking needs either through the bank's branches, or through phone banking. 

Banking services at all branches have been extended by 2 hours, while relationship managers and call centre customer service officers are also on standby to assist with urgent banking requests.

"Please be rest assured that my colleagues and I are doing all that we can to remedy the situation," said Shee.