Banamex’s digital infrastructure presents a critical interruption this Saturday, April 18, leaving millions of users without access to their accounts or the possibility of making bank transfers through the mobile application.
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Operational crisis in Banamex’s digital channels
Since the early hours of Saturday, April 18, Banamex’s transactional ecosystem has experienced systemic degradation that prevents the normal flow of financial operations. Reports of incidents began to escalate since the close of Friday the 17th, consolidating a day of technical instability that affects clients’ asset management.
According to monitoring data from the specialized platform Downdetector, the behavior of the fault has shown alarming peaks of activity:
- Start of the contingency: 12:32 am with an initial record of 434 technical incidents.
- Instability phase: Brief moderate stabilization during the early morning.
- Morning recurrence: Uptick in reports starting at 6:00 am.
- Critical point: All-time high of 825 reports recorded at 9:32 am.
This situation has led to the deployment of automatic messages within the application interface where the institution informs about preventive maintenance work, asking users to retry access at later times, without offering an estimated resolution time.
Segmentation of technical and geographical impact
The problem is not limited exclusively to the mobile application, but has extended to the online banking architecture accessible from computers. The distribution of operational failure is mainly concentrated in the following services:
- Mobile application (App): It concentrates 75% of the reported incidents.
- Mobile banking: It registers a 13% impact on its operation.
- Online banking: It has 7% connection and authentication errors.
Uncertainty among account holders has intensified due to the receipt of notifications about alleged unacknowledged charges. The inability to enter the platforms prevents the immediate verification of these movements, exacerbating concerns about the security of the funds.
Geographically, the heat map of the interruptions shows a concentration of failures in the most important urban and economic centers of the country, highlighting Mexico City, the State of Mexico, Jalisco, Nuevo León and Tijuana as the areas with the highest volume of affected users.

Service alternatives and physical branches
Given the inoperability of remote systems, physical banking is presented as the immediate option for urgent procedures. Some branches maintain operations on Saturdays under a reduced schedule scheme. It is essential to use the official locator on the institutional web portal to confirm the availability of each office before making any transfer.
To manage incidents or queries that do not require physical presence, the BancaNet and Audiomático telephone service channels operate under the following protocols:
BancaNet telephone support
The service is available for the interior of the Republic and the capital of the country from 9:00 a.m. to 9:00 p.m. during weekends and holidays.
- Mexico City: 55 1226 3990
- Interior of the Republic: 800 1103 990
Telephone Service Center (Audiomatic)
This channel maintains 24-hour availability, seven days a week, for technical and operational assistance:
- Mexico City: 55 1226 2639 and 55 226 2639-1
- Rest of the Republic: 800 0212 345
- USA and Canada: 1 800 226 2639


