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Messaging is all you need: what NAB's outage notice missed

The messaging on NAB's status page during their 23 Sept outage left people wondering what was still working. A clear message could've solved that.

Adnan Khan1 min read

The Wednesday afternoon on 23rd September was a jarring experience for NAB customers. NAB services went down for about 3 hours, including their online banking and app. This caused people real hinderance to their day to day activities. People got stuck buying at the chemist.

While outages do happen, the messaging for NAB customers wasn't up to scratch. Many people reported their tap-to-pay was not working, while for some it did. But it was something they had to discover.

If only NAB had provided some clear messaging around the outage, and what was still working. Here's what NAB's status page showed during the outage.

NAB's Service Status page during the outage on 23 September 2026. Under Current Issues, the heading Multiple Digital Channels outage lists NAB Internet Banking and NAB Mobile app, NAB Connect, NAB Trade, NAB Broker and JBWere, followed by: Our team is working to fix this as soon as possible. We apologise for the inconvenience.

Some people point to DNS failures, but I reckon it's something NAB could work around. Customers simply need a more helpful message around what's working, what's not working and when can they expect to have the service back in action.

Nab this opportunity to learn for the next inevitable outage, NAB.

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