When I try to log into the Sberbank Online mobile application, the client gives an error “The connection to the server has been lost. Connect to another network". My Internet is fine, this is 100%, since I immediately go to any sites, including any section of the Sberbank website.
The problem occurs on both iOS and Android. In this article, the Sovetbati website will tell you how to fix the error “The connection to the server has been lost. Connect to another network."
What does this error mean?
Changes are made to the Sberbank Online mobile application almost daily, new functions are added, and the security system is improved.
- The problem may be with an outdated version of the application;
- The second version is a mistake by Sberbank programmers;
- The third option is a problem with the mobile Internet; the quality of communication fluctuates very often;
- The fourth option is technical work on the bank’s servers;
- The fifth option (almost unrealistic) is a problem in your wi-fi or Ethernet network; if you are trying to access the Internet bank from work, then local system administrators may block access for personal reasons.
If anyone has forgotten what the error looks like
How to fix the error
- Go to the application manager, find the Sberbank application, delete the cache and all data, and then delete the application itself;
- Go to Google Play Market or App Store and download the latest version of the application. Do not download from dubious sources, as this can be dangerous;
Error: “The connection to the server has been lost. Connect to another network” is known to the application developers; the developers assure us that the error will be corrected one of these days. If reinstalling the application did not help you, I recommend that you update the firmware on your smartphone or do a factory reset from the manufacturer.
This is not the first time Sber has screwed up; not so long ago, due to a glitch, they automatically connected to the “piggy bank savings account” service and money was transferred there. This is such a bank, but what can you do, everyone can make mistakes.
Reasons why I can’t log into Sberbank Online from my phone
Logging into the Sberbank Online mobile application for the first time
Let's consider the sequence of actions when logging in for the first time, if you have just installed the Sberbank Online mobile application and have never opened the application or logged in.
The first thing you need to do is enter your login or ID from the check. As soon as you enter the data - arrow button forward will turn green. Click on it to continue.
You will receive an SMS message with a special code to confirm that you are logging into the system from your phone. The next application window will look like below.
In this case, there is no need to open correspondence and look for a new SMS message. As soon as an SMS message with a code arrives, the code numbers will be automatically entered in the code entry window in the Sberbank Online application. At the bottom right there will be a button with a green check mark as shown below - click on it to continue.
If the code has been verified and accepted by the system, which confirms that this is your phone, and in it you open the Sberbank Online application, a new window will open as shown below. In it you need to enter a 5-digit code to access your personal account from the mobile application. Come up with a code, write it down or remember it, and enter it in the input field.
After this, your personal account will open in the Sberbank Online system and you can begin to get acquainted with its capabilities.
Logging into the Sberbank Online mobile application is not the first time
If this is not your first time logging into Sberbank Online, then the login algorithm is as follows. You open the Sberbank Online application, a window opens as shown below - you immediately need to enter the 5-digit code that you came up with and set when you first entered Sberbank Online.
When you enter the 5-digit code and click the button to continue, if successful, the window of your Sberbank Online personal account with all its capabilities will immediately open. You will also immediately receive an SMS message indicating that you have logged into the system. If you are not logged into the mobile application and the message "Attention: You have entered an incorrect code. Try again." is displayed,
...then possible reasons could be:
- incorrect code - check your code and try logging in again;
- try to run on the official website of Sberbank of Russia to confirm that everything is in order with your account;
- if nothing works - your account is most likely blocked - call Russia for clarification of your situation. Once your account is unlocked, you should be able to log in to your personal account without errors.
In addition, you can try not immediately contacting support, but first clear your phone of unwanted third-party software, reset your phone settings, clear the cache memory, and install the Sberbank Online mobile application again. It is quite possible that your account is not blocked, and logging into your personal account in the Sberbank Online system will work again.
It happens that users of the Sberbank Online system https://online.sberbank.ru/ encounter difficulties when entering their personal account and see on the monitor the message “The connection to the server is broken. Connect to another network." In this situation, authorization fails, and attempts to refresh the page or restart the mobile application do not change anything.
Causes of the problem
A similar difficulty is equally likely to occur when logging in from a mobile device and from a desktop computer. There may be several reasons for this situation, and they do not always depend on the client’s mistakes.
All reasons can be divided into two categories: technical and due to the user’s fault. In addition, the Sberbank Online application does not always work stably. The most common problems and solutions are shown in the table.
| Cause of the problem | What to do |
| Incorrect login and password entered | Check the identifiers (the Latin layout must be enabled and case taken into account). |
| The user has forgotten the password to enter his personal account | Use the password recovery form or contact support. |
| Registration was incorrect, not confirmed or outdated | Confirm registration using the password from SMS or register in the system again. |
| User profile blocked | Contact customer support and update your antivirus. |
| An outdated version of the program is installed | Update the mobile application for the platform you are using, start updating the Sberbank Online service on your PC. |
| Using an outdated identifier | Use an ATM to get a new one. |
| Problems with Internet connection, low signal level | Reboot the device, reconnect to the network, contact the technical support of your Internet service provider. |
| Computer problem | Clear the cache or run the program in another browser, update the antivirus. |
| There is an application running in the background that blocks access to Sberbank Online | Close all running programs and restart the application. |
| Incorrectly set date and time on the user's device | Check date and time, synchronize if necessary. |
| Unprotected networks | Make the necessary changes to the Wi-Fi connection settings. |
| Error 500 – internal server problem, DDOS attack | Try to authorize again after some time. |
| Engineering works | Call support for details. |
Service specialists have access to all data and will assist in resolving many issues. To obtain information, you will need to describe the problem to the operator and provide the user’s contact information.
Troubleshooting methods
To get rid of the error “The connection to the server has been lost. Connect to another network" you can take the following actions:- Check the date and time set on the device. If deviations are detected, synchronize.
- Check whether the Caps Lock key is turned on and what keyboard layout is used.
- Check your Internet connection, the channel should work stably. It is not recommended to use public networks to log into the Sberbank Online application.
- If you change your browser or change your profile in it, you may have to download the current version of the Internet browser.
- Clear cache and delete cookies.
- Update the mobile application to the latest version.
- Check whether the antivirus is working correctly on the device. Perform a full scan with antivirus software.
- Reinstall the Sberbank Online program on the device. After installing the new program, you will need to log in to your personal account.
Personally, I, and millions of other users also appreciated the convenience of the Sberbank Online mobile banking application. Using it, you can quickly pay for services, bills, or transfer money to a Sberbank client’s account. But what should you do if the error “ The connection to the server has been lost. Connect to another network". The error may appear in both the Android version and the iOS application.
What does it mean “the connection to the server has been lost”
The Sberbank Online application works with clients’ funds, which means its security is paramount for developers. It is important that hackers cannot intercept traffic between the bank and the application, or attack the application using injections, replacing the information with the information they need. This is especially true for Android devices. That is why the Sber application is designed so that any suspicious activity immediately terminates its operation.
The reason for the “Connection is broken” error and how to fix it
- It is possible that your version of Sberbank Online is out of date. Go to the GooglePlay app store and install the latest version of the program
- Connect to a more stable internet connection, such as Wi-Fi, if you use mobile internet. Or switch your mobile phone to work on 4G networks. (provided that your device supports them and they are available in your locality).
- Try changing your Wi-Fi access point to a secure one. Sometimes Sberbank Online refuses to work on an unsecured network and displays the error “Connection lost.”
- Uninstall the Sberbank Online application, and also clear all traces with a special cleaner, such as CCleaner. Install the program again.
Lack of access to your personal account in Sberbank Online from a computer or phone limits the ability to use all Internet banking services. There are several reasons why a user cannot log in to the system. To solve the problem, you need to check all the data and make a couple of calls. In the most difficult situations, you will need to clean your PC from viruses or change the card PIN code.
Simple solutions to a complex issue
Users often wonder: I can’t log into Sberbank Online - what should I do? Methodically work through possible causes, starting with the simplest ones. Access to the system is open to all card holders after registering on the official website (for PCs, Android phones, laptops) or in the special Sberbank Online application (for smartphones). After authorization, the user generates a check in the bank terminal, where the login and password are indicated to enter.
To confirm transactions, including logging into your personal account, you can generate a check with one-time passwords if the mobile bank is not connected or the user does not want to activate this service.
Also on the main page there are forms for password recovery and new user registration.
Perhaps the reasons for the problem are very simple:
- The input data entered incorrectly: login/identifier and password. Check your keyboard layout and language.
- Low Internet speed, and the user will not be able to log in to the system. Check the service and go to Sberbank Online from your phone, log in from a smartphone, tablet or PC connected to another network (for example, via a modem).
- Lost input data. Restore them through the Sberbank terminal.
- Technical work on the bank's website. Today, large sites are visited by many users, which creates a load on the resource; this can also be one of the reasons for the failure. Try logging into the system after a while or contact a help desk employee and clarify the reason.
- The password was changed after the first login. When the user logs into his personal account for the first time, the system prompts him to change his password. You can recover a forgotten password through a special reset form or by calling the Call Center, but you must provide the secret word (registered when the card is issued and indicated in the documents) and passport information.
- Malware. After installing various programs or browser extensions, it is possible that a crash or a virus may download. If the user has recently updated software or copied unverified files, it is recommended to clean the system and restart the computer/phone. Use only licensed antivirus programs!
Pay attention to information messages when making transactions in Sberbank Online.
When system messages do not arrive from number 900
Without a system SMS code, you can enter the personal account of a bank client only using one-time passwords, the reason for this is the two-level degree of protection of personal data. When connecting to Mobile Banking, the user specifies a contact cell phone number to which system or informational SMS alerts are received from number 900. Subsequently, users can change the current number, add an additional one, or deactivate one of the installed ones.
If SMS messages do not arrive, you can print a receipt with one-time passwords through the bank terminal, which are used to confirm login. An updated version of software for terminals and ATMs may request the number or series of the cardholder's passport when generating passwords.
The lack of system code is a serious problem that requires an immediate solution. There are a number of reasons why SMS messages are not received:
Lack of network. Reboot your phone.
- Memory full. The solution can sometimes be the most banal - check if the incoming SMS memory is full. Also check if messages are coming from other phones; perhaps the problem is in the device itself.
- SMS delay. If the site is undergoing maintenance, system messages may arrive late.
- Negative balance on the card. There are two tariffs for mobile banking: free economy and advanced paid. When there are not enough funds on the card for the next payment, the service is not provided to the client.
- Change of current number. After changing personal data, including a cell phone number, it takes two to three days to update the information base, sometimes the period may be extended.
- Technical work on the bank’s website or with a cell phone operator. You can find out about scheduled preventive maintenance by calling a single helpline.
The official website of Sberbank recommends that clients resolve such issues personally in all cases, except for recovering login and password. In this case, the client will not only find out the reason, but will be able to make changes or, with the help of a specialist, make the necessary settings.
Personally, I, and millions of other users also appreciated the convenience of the Sberbank Online mobile banking application. Using it, you can quickly pay for services, bills, or transfer money to a Sberbank client’s account. But what should you do if the error “ The connection to the server has been lost. Connect to another network". The error may appear in both the Android version and the iOS application.
What does it mean “the connection to the server has been lost”
The Sberbank Online application works with clients’ funds, which means its security is paramount for developers. It is important that hackers cannot intercept traffic between the bank and the application, or attack the application using injections, replacing the information with the information they need. This is especially true for Android devices. That is why the Sber application is designed so that any suspicious activity immediately terminates its operation.
The reason for the “Connection is broken” error and how to fix it
- It is possible that your version of Sberbank Online is out of date. Go to the GooglePlay app store and install the latest version of the program
- Connect to a more stable internet connection, such as Wi-Fi, if you use mobile internet. Or switch your mobile phone to work on 4G networks. (provided that your device supports them and they are available in your locality).
- Try changing your Wi-Fi access point to a secure one. Sometimes Sberbank Online refuses to work on an unsecured network and displays the error “Connection lost.”
- Uninstall the Sberbank Online application, and also clear all traces with a special cleaner, such as CCleaner. Install the program again.
It happens that users of the Sberbank Online system https://online.sberbank.ru/ encounter difficulties when entering their personal account and see on the monitor the message “The connection to the server is broken. Connect to another network." In this situation, authorization fails, and attempts to refresh the page or restart the mobile application do not change anything.
Causes of the problem
A similar difficulty is equally likely to occur when logging in from a mobile device and from a desktop computer. There may be several reasons for this situation, and they do not always depend on the client’s mistakes.
All reasons can be divided into two categories: technical and due to the user’s fault. In addition, the Sberbank Online application does not always work stably. The most common problems and solutions are shown in the table.
| Cause of the problem | What to do |
| Incorrect login and password entered | Check the identifiers (the Latin layout must be enabled and case taken into account). |
| The user has forgotten the password to enter his personal account | Use the password recovery form or contact support. |
| Registration was incorrect, not confirmed or outdated | Confirm registration using the password from SMS or register in the system again. |
| User profile blocked | Contact customer support and update your antivirus. |
| An outdated version of the program is installed | Update the mobile application for the platform you are using, start updating the Sberbank Online service on your PC. |
| Using an outdated identifier | Use an ATM to get a new one. |
| Problems with Internet connection, low signal level | Reboot the device, reconnect to the network, contact the technical support of your Internet service provider. |
| Computer problem | Clear the cache or run the program in another browser, update the antivirus. |
| There is an application running in the background that blocks access to Sberbank Online | Close all running programs and restart the application. |
| Incorrectly set date and time on the user's device | Check date and time, synchronize if necessary. |
| Unprotected networks | Make the necessary changes to the Wi-Fi connection settings. |
| Error 500 – internal server problem, DDOS attack | Try to authorize again after some time. |
| Engineering works | Call support for details. |
Service specialists have access to all data and will assist in resolving many issues. To obtain information, you will need to describe the problem to the operator and provide the user’s contact information.
Troubleshooting methods
To get rid of the error “The connection to the server has been lost. Connect to another network" you can take the following actions:- Check the date and time set on the device. If deviations are detected, synchronize.
- Check whether the Caps Lock key is turned on and what keyboard layout is used.
- Check your Internet connection, the channel should work stably. It is not recommended to use public networks to log into the Sberbank Online application.
- If you change your browser or change your profile in it, you may have to download the current version of the Internet browser.
- Clear cache and delete cookies.
- Update the mobile application to the latest version.
- Check whether the antivirus is working correctly on the device. Perform a full scan with antivirus software.
- Reinstall the Sberbank Online program on the device. After installing the new program, you will need to log in to your personal account.
I can’t log into my Sberbank Online personal account, what should I do?
Very often, system users are faced with the problem of logging into their personal account. Why can't I log in? There may be several reasons.
1. Perhaps you are not yet registered in this program from Sberbank, and are entering the wrong password. The solution is simple - register in the system.
If you are already registered in Sberbank Online
2. You may not have confirmed your registration yet. Solution - confirm registration via SMS or by calling.
3. Perhaps you you enter your username or password incorrectly. Solution: clarify the password, check the keyboard layout and font case (lowercase or uppercase, change with the Caps Lock key).
4. If you forgot your login password, you can restore it. To do this, go to the page with the form for password recovery in the Sberbank Online system. Another way is to change your password by calling. The third way is to simply register again and receive a new username and password. This method is not the most suitable if you have been using the Sberbank Online system for a long time and you already have a lot of completed data and templates. You will have to do some of this again. Don’t forget to make at least one operation in your personal account, which will require confirmation by calling the bank’s call center in order to remove all restrictions in your personal account.
5. Perhaps yours Sberbank Online account is blocked. This happens quite often, for example, if you do not update your antivirus. Call us to find out if there are any restrictions on the operation of your personal account. Keep in mind that account recovery may take several days or even weeks and will require several calls to different bank services. At the request of bank security staff, you may need to update your antivirus or install a new Internet browser.
6. Error 500- the bank server returns error 500 (Server Internal Error), this means that the server was unable to process the request for some unknown reason. For example - overload of bank servers due to various unforeseen situations, possible updating of equipment or software, any emergency situations, or, for example, international DDoS attacks (a large number of identical requests from many servers around the world in order to overload the server, as has already happened more than once), which is also quite common in the world today. In this case, you just need to wait a while and try to log in again.
7. Error The required parameter mobileSdkData is not specified
- if when you try to log into a mobile application this message is displayed, then the problem is not in your account, and not in the application - the problem is in the operating system (Android, MIUI, etc.). This can be solved very simply - check for the update of your firmware - wait for it to appear - and update the system in your device (in Android this is the menu Settings -> Update). Practice has shown that this error disappears with such actions. If this does not help you, try rolling back the mobile application to the previous version (menu Settings -> My applications)
Other possible reasons -
Lack of access to your personal account in Sberbank Online from a computer or phone limits the ability to use all Internet banking services. There are several reasons why a user cannot log in to the system. To solve the problem, you need to check all the data and make a couple of calls. In the most difficult situations, you will need to clean your PC from viruses or change the card PIN code.
Simple solutions to a complex issue
Users often wonder: I can’t log into Sberbank Online - what should I do? Methodically work through possible causes, starting with the simplest ones. Access to the system is open to all card holders after registering on the official website (for PCs, Android phones, laptops) or in the special Sberbank Online application (for smartphones). After authorization, the user generates a check in the bank terminal, where the login and password are indicated to enter.
To confirm transactions, including logging into your personal account, you can generate a check with one-time passwords if the mobile bank is not connected or the user does not want to activate this service.
Also on the main page there are forms for password recovery and new user registration.
Perhaps the reasons for the problem are very simple:
- The input data entered incorrectly: login/identifier and password. Check your keyboard layout and language.
- Low Internet speed, and the user will not be able to log in to the system. Check the service and go to Sberbank Online from your phone, log in from a smartphone, tablet or PC connected to another network (for example, via a modem).
- Lost input data. Restore them through the Sberbank terminal.
- Technical work on the bank's website. Today, large sites are visited by many users, which creates a load on the resource; this can also be one of the reasons for the failure. Try logging into the system after a while or contact a help desk employee and clarify the reason.
- The password was changed after the first login. When the user logs into his personal account for the first time, the system prompts him to change his password. You can recover a forgotten password through a special reset form or by calling the Call Center, but you must provide the secret word (registered when the card is issued and indicated in the documents) and passport information.
- Malware. After installing various programs or browser extensions, it is possible that a crash or a virus may download. If the user has recently updated software or copied unverified files, it is recommended to clean the system and restart the computer/phone. Use only licensed antivirus programs!
Pay attention to information messages when making transactions in Sberbank Online.
When system messages do not arrive from number 900
Without a system SMS code, you can enter the personal account of a bank client only using one-time passwords, the reason for this is the two-level degree of protection of personal data. When connecting to Mobile Banking, the user specifies a contact cell phone number to which system or informational SMS alerts are received from number 900. Subsequently, users can change the current number, add an additional one, or deactivate one of the installed ones.
If SMS messages do not arrive, you can print a receipt with one-time passwords through the bank terminal, which are used to confirm login. An updated version of software for terminals and ATMs may request the number or series of the cardholder's passport when generating passwords.
The lack of system code is a serious problem that requires an immediate solution. There are a number of reasons why SMS messages are not received:
Lack of network. Reboot your phone.
- Memory full. The solution can sometimes be the most banal - check if the incoming SMS memory is full. Also check if messages are coming from other phones; perhaps the problem is in the device itself.
- SMS delay. If the site is undergoing maintenance, system messages may arrive late.
- Negative balance on the card. There are two tariffs for mobile banking: free economy and advanced paid. When there are not enough funds on the card for the next payment, the service is not provided to the client.
- Change of current number. After changing personal data, including a cell phone number, it takes two to three days to update the information base, sometimes the period may be extended.
- Technical work on the bank’s website or with a cell phone operator. You can find out about scheduled preventive maintenance by calling a single helpline.
The official website of Sberbank recommends that clients resolve such issues personally in all cases, except for recovering login and password. In this case, the client will not only find out the reason, but will be able to make changes or, with the help of a specialist, make the necessary settings.
Reasons why I can’t log into Sberbank Online from my phone
Logging into the Sberbank Online mobile application for the first time
Let's consider the sequence of actions when logging in for the first time, if you have just installed the Sberbank Online mobile application and have never opened the application or logged in.
The first thing you need to do is enter your login or ID from the check. As soon as you enter the data - arrow button forward will turn green. Click on it to continue.
You will receive an SMS message with a special code to confirm that you are logging into the system from your phone. The next application window will look like below.
In this case, there is no need to open correspondence and look for a new SMS message. As soon as an SMS message with a code arrives, the code numbers will be automatically entered in the code entry window in the Sberbank Online application. At the bottom right there will be a button with a green check mark as shown below - click on it to continue.
If the code has been verified and accepted by the system, which confirms that this is your phone, and in it you open the Sberbank Online application, a new window will open as shown below. In it you need to enter a 5-digit code to access your personal account from the mobile application. Come up with a code, write it down or remember it, and enter it in the input field.
After this, your personal account will open in the Sberbank Online system and you can begin to get acquainted with its capabilities.
Logging into the Sberbank Online mobile application is not the first time
If this is not your first time logging into Sberbank Online, then the login algorithm is as follows. You open the Sberbank Online application, a window opens as shown below - you immediately need to enter the 5-digit code that you came up with and set when you first entered Sberbank Online.
When you enter the 5-digit code and click the button to continue, if successful, the window of your Sberbank Online personal account with all its capabilities will immediately open. You will also immediately receive an SMS message indicating that you have logged into the system. If you are not logged into the mobile application and the message "Attention: You have entered an incorrect code. Try again." is displayed,
...then possible reasons could be:
- incorrect code - check your code and try logging in again;
- try to run on the official website of Sberbank of Russia to confirm that everything is in order with your account;
- if nothing works - your account is most likely blocked - call Russia for clarification of your situation. Once your account is unlocked, you should be able to log in to your personal account without errors.
In addition, you can try not immediately contacting support, but first clear your phone of unwanted third-party software, reset your phone settings, clear the cache memory, and install the Sberbank Online mobile application again. It is quite possible that your account is not blocked, and logging into your personal account in the Sberbank Online system will work again.
When I try to log into the Sberbank Online mobile application, the client gives an error “The connection to the server has been lost. Connect to another network". My Internet is fine, this is 100%, since I immediately go to any sites, including any section of the Sberbank website.
The problem occurs on both iOS and Android. In this article, the Sovetbati website will tell you how to fix the error “The connection to the server has been lost. Connect to another network."
What does this error mean?
Changes are made to the Sberbank Online mobile application almost daily, new functions are added, and the security system is improved.
- The problem may be with an outdated version of the application;
- The second version is a mistake by Sberbank programmers;
- The third option is a problem with the mobile Internet; the quality of communication fluctuates very often;
- The fourth option is technical work on the bank’s servers;
- The fifth option (almost unrealistic) is a problem in your wi-fi or Ethernet network; if you are trying to access the Internet bank from work, then local system administrators may block access for personal reasons.
If anyone has forgotten what the error looks like
How to fix the error
- Go to the application manager, find the Sberbank application, delete the cache and all data, and then delete the application itself;
- Go to Google Play Market or App Store and download the latest version of the application. Do not download from dubious sources, as this can be dangerous;
Error: “The connection to the server has been lost. Connect to another network” is known to the application developers; the developers assure us that the error will be corrected one of these days. If reinstalling the application did not help you, I recommend that you update the firmware on your smartphone or do a factory reset from the manufacturer.
This is not the first time Sber has screwed up; not so long ago, due to a glitch, they automatically connected to the “piggy bank savings account” service and money was transferred there. This is such a bank, but what can you do, everyone can make mistakes.
Lack of access to your personal account in Sberbank Online from a computer or phone limits the ability to use all Internet banking services. There are several reasons why a user cannot log in to the system. To solve the problem, you need to check all the data and make a couple of calls. In the most difficult situations, you will need to clean your PC from viruses or change the card PIN code.
Simple solutions to a complex issue
Users often wonder: I can’t log into Sberbank Online - what should I do? Methodically work through possible causes, starting with the simplest ones. Access to the system is open to all card holders after registering on the official website (for PCs, Android phones, laptops) or in the special Sberbank Online application (for smartphones). After authorization, the user generates a check in the bank terminal, where the login and password are indicated to enter.
To confirm transactions, including logging into your personal account, you can generate a check with one-time passwords if the mobile bank is not connected or the user does not want to activate this service.
Also on the main page there are forms for password recovery and new user registration.
Perhaps the reasons for the problem are very simple:
- The input data entered incorrectly: login/identifier and password. Check your keyboard layout and language.
- Low Internet speed, and the user will not be able to log in to the system. Check the service and go to Sberbank Online from your phone, log in from a smartphone, tablet or PC connected to another network (for example, via a modem).
- Lost input data. Restore them through the Sberbank terminal.
- Technical work on the bank's website. Today, large sites are visited by many users, which creates a load on the resource; this can also be one of the reasons for the failure. Try logging into the system after a while or contact a help desk employee and clarify the reason.
- The password was changed after the first login. When the user logs into his personal account for the first time, the system prompts him to change his password. You can recover a forgotten password through a special reset form or by calling the Call Center, but you must provide the secret word (registered when the card is issued and indicated in the documents) and passport information.
- Malware. After installing various programs or browser extensions, it is possible that a crash or a virus may download. If the user has recently updated software or copied unverified files, it is recommended to clean the system and restart the computer/phone. Use only licensed antivirus programs!
Pay attention to information messages when making transactions in Sberbank Online.
When system messages do not arrive from number 900
Without a system SMS code, you can enter the personal account of a bank client only using one-time passwords, the reason for this is the two-level degree of protection of personal data. When connecting to Mobile Banking, the user specifies a contact cell phone number to which system or informational SMS alerts are received from number 900. Subsequently, users can change the current number, add an additional one, or deactivate one of the installed ones.
If SMS messages do not arrive, you can print a receipt with one-time passwords through the bank terminal, which are used to confirm login. An updated version of software for terminals and ATMs may request the number or series of the cardholder's passport when generating passwords.
The lack of system code is a serious problem that requires an immediate solution. There are a number of reasons why SMS messages are not received:
Lack of network. Reboot your phone.
- Memory full. The solution can sometimes be the most banal - check if the incoming SMS memory is full. Also check if messages are coming from other phones; perhaps the problem is in the device itself.
- SMS delay. If the site is undergoing maintenance, system messages may arrive late.
- Negative balance on the card. There are two tariffs for mobile banking: free economy and advanced paid. When there are not enough funds on the card for the next payment, the service is not provided to the client.
- Change of current number. After changing personal data, including a cell phone number, it takes two to three days to update the information base, sometimes the period may be extended.
- Technical work on the bank’s website or with a cell phone operator. You can find out about scheduled preventive maintenance by calling a single helpline.
The official website of Sberbank recommends that clients resolve such issues personally in all cases, except for recovering login and password. In this case, the client will not only find out the reason, but will be able to make changes or, with the help of a specialist, make the necessary settings.
I can’t log into my Sberbank Online personal account, what should I do?
Very often, system users are faced with the problem of logging into their personal account. Why can't I log in? There may be several reasons.
1. Perhaps you are not yet registered in this program from Sberbank, and are entering the wrong password. The solution is simple - register in the system.
If you are already registered in Sberbank Online
2. You may not have confirmed your registration yet. Solution - confirm registration via SMS or by calling.
3. Perhaps you you enter your username or password incorrectly. Solution: clarify the password, check the keyboard layout and font case (lowercase or uppercase, change with the Caps Lock key).
4. If you forgot your login password, you can restore it. To do this, go to the page with the form for password recovery in the Sberbank Online system. Another way is to change your password by calling. The third way is to simply register again and receive a new username and password. This method is not the most suitable if you have been using the Sberbank Online system for a long time and you already have a lot of completed data and templates. You will have to do some of this again. Don’t forget to make at least one operation in your personal account, which will require confirmation by calling the bank’s call center in order to remove all restrictions in your personal account.
5. Perhaps yours Sberbank Online account is blocked. This happens quite often, for example, if you do not update your antivirus. Call us to find out if there are any restrictions on the operation of your personal account. Keep in mind that account recovery may take several days or even weeks and will require several calls to different bank services. At the request of bank security staff, you may need to update your antivirus or install a new Internet browser.
6. Error 500- the bank server returns error 500 (Server Internal Error), this means that the server was unable to process the request for some unknown reason. For example - overload of bank servers due to various unforeseen situations, possible updating of equipment or software, any emergency situations, or, for example, international DDoS attacks (a large number of identical requests from many servers around the world in order to overload the server, as has already happened more than once), which is also quite common in the world today. In this case, you just need to wait a while and try to log in again.
7. Error The required parameter mobileSdkData is not specified
- if when you try to log into a mobile application this message is displayed, then the problem is not in your account, and not in the application - the problem is in the operating system (Android, MIUI, etc.). This can be solved very simply - check for the update of your firmware - wait for it to appear - and update the system in your device (in Android this is the menu Settings -> Update). Practice has shown that this error disappears with such actions. If this does not help you, try rolling back the mobile application to the previous version (menu Settings -> My applications)
Other possible reasons -
Reasons why I can’t log into Sberbank Online from my phone
Logging into the Sberbank Online mobile application for the first time
Let's consider the sequence of actions when logging in for the first time, if you have just installed the Sberbank Online mobile application and have never opened the application or logged in.
The first thing you need to do is enter your login or ID from the check. As soon as you enter the data - arrow button forward will turn green. Click on it to continue.
You will receive an SMS message with a special code to confirm that you are logging into the system from your phone. The next application window will look like below.
In this case, there is no need to open correspondence and look for a new SMS message. As soon as an SMS message with a code arrives, the code numbers will be automatically entered in the code entry window in the Sberbank Online application. At the bottom right there will be a button with a green check mark as shown below - click on it to continue.
If the code has been verified and accepted by the system, which confirms that this is your phone, and in it you open the Sberbank Online application, a new window will open as shown below. In it you need to enter a 5-digit code to access your personal account from the mobile application. Come up with a code, write it down or remember it, and enter it in the input field.
After this, your personal account will open in the Sberbank Online system and you can begin to get acquainted with its capabilities.
Logging into the Sberbank Online mobile application is not the first time
If this is not your first time logging into Sberbank Online, then the login algorithm is as follows. You open the Sberbank Online application, a window opens as shown below - you immediately need to enter the 5-digit code that you came up with and set when you first entered Sberbank Online.
When you enter the 5-digit code and click the button to continue, if successful, the window of your Sberbank Online personal account with all its capabilities will immediately open. You will also immediately receive an SMS message indicating that you have logged into the system. If you are not logged into the mobile application and the message "Attention: You have entered an incorrect code. Try again." is displayed,
...then possible reasons could be:
- incorrect code - check your code and try logging in again;
- try to run on the official website of Sberbank of Russia to confirm that everything is in order with your account;
- if nothing works - your account is most likely blocked - call Russia for clarification of your situation. Once your account is unlocked, you should be able to log in to your personal account without errors.
In addition, you can try not immediately contacting support, but first clear your phone of unwanted third-party software, reset your phone settings, clear the cache memory, and install the Sberbank Online mobile application again. It is quite possible that your account is not blocked, and logging into your personal account in the Sberbank Online system will work again.
It happens that users of the Sberbank Online system https://online.sberbank.ru/ encounter difficulties when entering their personal account and see on the monitor the message “The connection to the server is broken. Connect to another network." In this situation, authorization fails, and attempts to refresh the page or restart the mobile application do not change anything.
Causes of the problem
A similar difficulty is equally likely to occur when logging in from a mobile device and from a desktop computer. There may be several reasons for this situation, and they do not always depend on the client’s mistakes.
All reasons can be divided into two categories: technical and due to the user’s fault. In addition, the Sberbank Online application does not always work stably. The most common problems and solutions are shown in the table.
| Cause of the problem | What to do |
| Incorrect login and password entered | Check the identifiers (the Latin layout must be enabled and case taken into account). |
| The user has forgotten the password to enter his personal account | Use the password recovery form or contact support. |
| Registration was incorrect, not confirmed or outdated | Confirm registration using the password from SMS or register in the system again. |
| User profile blocked | Contact customer support and update your antivirus. |
| An outdated version of the program is installed | Update the mobile application for the platform you are using, start updating the Sberbank Online service on your PC. |
| Using an outdated identifier | Use an ATM to get a new one. |
| Problems with Internet connection, low signal level | Reboot the device, reconnect to the network, contact the technical support of your Internet service provider. |
| Computer problem | Clear the cache or run the program in another browser, update the antivirus. |
| There is an application running in the background that blocks access to Sberbank Online | Close all running programs and restart the application. |
| Incorrectly set date and time on the user's device | Check date and time, synchronize if necessary. |
| Unprotected networks | Make the necessary changes to the Wi-Fi connection settings. |
| Error 500 – internal server problem, DDOS attack | Try to authorize again after some time. |
| Engineering works | Call support for details. |
Service specialists have access to all data and will assist in resolving many issues. To obtain information, you will need to describe the problem to the operator and provide the user’s contact information.
Troubleshooting methods
To get rid of the error “The connection to the server has been lost. Connect to another network" you can take the following actions:- Check the date and time set on the device. If deviations are detected, synchronize.
- Check whether the Caps Lock key is turned on and what keyboard layout is used.
- Check your Internet connection, the channel should work stably. It is not recommended to use public networks to log into the Sberbank Online application.
- If you change your browser or change your profile in it, you may have to download the current version of the Internet browser.
- Clear cache and delete cookies.
- Update the mobile application to the latest version.
- Check whether the antivirus is working correctly on the device. Perform a full scan with antivirus software.
- Reinstall the Sberbank Online program on the device. After installing the new program, you will need to log in to your personal account.
Personally, I, and millions of other users also appreciated the convenience of the Sberbank Online mobile banking application. Using it, you can quickly pay for services, bills, or transfer money to a Sberbank client’s account. But what should you do if the error “ The connection to the server has been lost. Connect to another network". The error may appear in both the Android version and the iOS application.
What does it mean “the connection to the server has been lost”
The Sberbank Online application works with clients’ funds, which means its security is paramount for developers. It is important that hackers cannot intercept traffic between the bank and the application, or attack the application using injections, replacing the information with the information they need. This is especially true for Android devices. That is why the Sber application is designed so that any suspicious activity immediately terminates its operation.
The reason for the “Connection is broken” error and how to fix it
- It is possible that your version of Sberbank Online is out of date. Go to the GooglePlay app store and install the latest version of the program
- Connect to a more stable internet connection, such as Wi-Fi, if you use mobile internet. Or switch your mobile phone to work on 4G networks. (provided that your device supports them and they are available in your locality).
- Try changing your Wi-Fi access point to a secure one. Sometimes Sberbank Online refuses to work on an unsecured network and displays the error “Connection lost.”
- Uninstall the Sberbank Online application, and also clear all traces with a special cleaner, such as CCleaner. Install the program again.
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