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Updated July 2026 · real, multi-region App Store reviews
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The verdict on

NBT Bank

35
User verdict / 100 High confidence In trouble

NBT Bank's mobile app is currently experiencing significant issues with performance, reliability, and user experience, despite positive feedback for in-person banking services and recent improvements for some users.

4.7★ lifetime (37,860) Free to download since 2013 by NBT Bancorp, Inc. updated 7.0 mo ago recent negative 47% 120 reviews across 2 regions
App Performance & Reliability User Interface & Experience Payment & Transfer Issues In-Person Service Quality Login & Security Limited Functionality Merger Impact
5★101
4★9
3★22
2★21
1★97
recent reviews across 2 regions, vs the 4.7★ lifetime average

Recent reviews for the NBT Bank app highlight frequent issues with crashes, slow performance, and an outdated, non-intuitive user interface. While some users praise the in-person banking experience and find the app easy to use, a substantial number report frustration with basic functionalities like logging in, making payments, and viewing account details.

What users like

  • In-person customer service at NBT Bank branches is consistently excellent and helpfulR3R10R16R34
  • Some users find the app easy to use, efficient, and appreciate features like Face ID and mobile check depositR4R6R9R15
  • The bank is effective at monitoring accounts and preventing fraudR42R93

What users complain about

  • The app frequently experiences crashes, glitches, and is often unusable or fails to loadR1R12R13R26
  • Users report the app is slow to open and navigate, with outdated technology and a non-intuitive interfaceR2R3R13R18
  • Logging in is problematic, with Face ID often failing and frequent password resets requiredR33R61R64R86
  • Making payments, especially for loans, is complicated, confusing, or fails entirely, leading to late feesR2R19R23R25
  • The app lacks full functionality, such as viewing credit card details, full transaction history, or accurate real-time balancesR11R27R31R36
  • Transfers within the app are often problematic, slow, or have restrictive limitsR19R97R132R160
  • Some users report negative experiences with NBT Bank's policies, such as overdraft fees and holding deposited fundsR14R22R30R41
  • The app's Zelle integration is unreliable, frequently failing transactionsR66
  • Issues with setting up external accounts and printing ledgers are reportedR48R127

Latest update · v25.1.1

What the developer says changed (the verdict above weighs this against what reviewers report):

This update includes minor bug fixes and enhancements.

Recurring themes

App Performance & Reliability negative
Many users report the app is frequently down, crashes, lags, glitches, or is extremely slow to open and navigate. This directly contradicts the developer's notes about 'minor bug fixes and enhancements'.R1R12R13R20
User Interface & Experience negative
A significant number of reviews describe the app's interface as awful, outdated, not intuitive, confusing, and difficult to use. Users struggle with navigation, finding information, and completing basic tasks.R2R3R17R18
Login & Security negative
Users frequently encounter problems with logging in, including Face ID not working, needing to reset passwords constantly, and difficulty accessing accounts.R33R61R64R86
Payment & Transfer Issues negative
Many users find making payments, especially for auto loans, to be overly complicated, prone to errors, or unable to be completed through the app, sometimes resulting in late fees. Transfers also have issues with speed, limits, or functionality.R2R19R23R25
Limited Functionality negative
Reviewers note that the app lacks essential features found in other banking apps, such as detailed transaction history beyond 18 months, real-time accurate balances, the ability to see credit card details, or clear loan payment information.R11R27R31R36
In-Person Service Quality positive
Despite app issues, many users highly praise the friendly, helpful, and professional staff at NBT Bank branches, often citing specific locations and employees.R3R10R16R34
Merger Impact negative
Some users attribute the decline in app quality and overall banking experience to recent mergers, specifically with Salisbury Bank and Evans Bank.R4R15R33R35

Who it's for

This app is for existing NBT Bank customers who value excellent in-person customer service and are willing to tolerate a mobile app with frequent performance issues and limited functionality R3R10R16. It might be suitable for those who primarily use the app for basic functions like mobile check deposit and quick balance checks, and find those features easy to use R42. Skip this app if you rely heavily on a banking app for complex transactions, real-time account accuracy, or a modern, intuitive user experience, as many users report frustration with these aspects R2R13.

Evidence note: The recent reviews skew heavily negative (47.2% negative), which contrasts sharply with the lifetime rating of 4.68. This suggests a significant decline in user satisfaction, particularly with the app's performance and features, over the past 7 months since the last update. The developer's notes mention 'minor bug fixes and enhancements,' but recent reviews indicate ongoing and severe bugs, crashes, and performance issues, suggesting the update did not address core user complaints.

Frequently asked

Is the NBT Bank app reliable for daily banking?
No, many recent reviews indicate the NBT Bank app is frequently unreliable, with users reporting constant crashes, glitches, slow loading times, and issues with logging in, making it difficult for daily banking tasks R1R12R13R26.
Can I easily make loan payments through the NBT Bank app?
Many users report difficulty making loan payments through the NBT Bank app, describing the process as complicated, non-intuitive, or prone to errors, sometimes leading to late fees R2R19R39R46.
Does the NBT Bank app show real-time account balances and full transaction history?
No, several users state that the NBT Bank app often does not show real-time accurate balances and limits transaction history viewing to 18 months, making it difficult to track finances R11R27R31R58.
How is the in-person customer service at NBT Bank?
The in-person customer service at NBT Bank branches is widely praised as excellent, with staff described as friendly, helpful, professional, and providing outstanding service R3R10R16R34.

What reviewers actually said

Built only from these 120 real reviews (foreign ones translated). Superscripts jump to the quote here. Apple has no per-review links, so [ref] opens that app's reviews on the App Store.

  1. [R3] 3/5 · US Banking withthe NBT app: NBT is great in personand banking. The app is adequate but it could be improved even with something as simple as the speed it takes to move between pages. Though the app is slower than other banking apps, it does get the job done. But no one beats the actual staff at the physical bank.
  2. [R10] 5/5 · US great bank: ❤️ all the local staff.
  3. [R16] 5/5 · US Thank You: Fayetteville Branch IS one the Best in customer service!! It is OUTSTANDING!! Thank you Michelle and the Team! Love NBT
  4. [R34] 5/5 · US Thank you: NBT and the staff in zip code 12134 & 12164 are the BEST I have been treated well by both the institution and the staff.
  5. [R4] 5/5 · US Not Evans any more: And I thought that Evans Bank couldn’t be improved. Oh boy, was I wrong. NBT is even better!
  6. [R6] 5/5 · US Very easy interface: Easy to use, clear and consistent
  7. [R9] 5/5 · US Excellent app!!: Easy to use and efficient, full functionality
  8. [R15] 5/5 · US Great job new bank: Very happy how you handled the transition. Keep up the good work.
  9. [R42] 5/5 · US Great Bank/App is easy to use: NBT Bank gets TEN stars for monitoring accounts and stopping fraud! Plus, the app makes it quick and easy to check my account. Transferring money, Bill Pay, and mobile depositing checks are a breeze. As a bonus, having the ability to quickly check my credit score is a major convenience!
  10. [R93] 5/5 · US Review: I love this bank they keep a close eye on my account which has helped me a lot fraud dept is great and bank is really helpful
  11. [R1] 1/5 · US It sucks: This app is down or having issues way too often. I have personal and business accounts and my operations are adversely effected when I can’t move money If I could give negative stars I would. I’m also looking for another bank because of it.
  12. [R12] 1/5 · US Awful: This app is absolute trash and rarely ever works.
  13. [R13] 1/5 · US So slow: This app is so slow to open and then once you’re in, it’s so slow to do anything. It will glitch and kick me out.
  14. [R26] 1/5 · US Often Unusable: Constant crashes, lag, and glitches. Unfortunately the worst banking app on my phone
  15. [R2] 1/5 · US Awful: Only have this to pay my auto loan, the UX is awful and outdated. Making payments is far more complicated than it should be
  16. [R18] 3/5 · US App: Difficult to move around and work digitally in app and online banking.
  17. [R33] 1/5 · US App doesn’t: Log in is poor, app is not user friendly and overall quality has plummeted since the Salisbury merger
  18. [R61] 1/5 · US App is terrible: Idk how this app is rated so good? Just trying to log in is a pain. Face ID never works. Making auto loan payments is hard. Can’t even look at statements on the app. Doesn’t provide much details in the app. App looks like it’s from 2010. Hire some better programmers or something.
  19. [R64] 1/5 · US Bad review: Wayyyy to hard to get into my account from the app
  20. [R86] 1/5 · US Bad software: App is constantly buggy. Always has problems With logging in. Call customer service they tell you unhelpful things like, disconnect from Wi-Fi, restart your phone. No, their fine. It’s your buggy pod software that’s constantly glitching! Seriously about to switch banks.
  21. [R19] 3/5 · US Payments: When making a payment the smaller amounts are processed very quickly but for some reason larger payments take longer, and no matter how much money is given it never meets the fulfilled monthly payments, there is always a balance on the monthly payment. I dislike NBT Bank tremendously.
  22. [R23] 5/5 · US Difficult to setup automatic payments: Confusing and not intuitive. Please add messages with clear instructions
  23. [R25] 2/5 · US App review: Old fashioned technology, can’t pay my car loan using my ATM card, instead have to set up transfer with my bank, confusing to use
  24. [R11] 1/5 · US Can’t count: This bank app is always wrong. And they can’t count on weekends.
  25. [R27] 5/5 · US Transactions history: Make sure you print all your statements! I signed up for online statements to save on the paper and Im pretty sure at the time I could look up my entire transaction history on the NBT site. Now I can only look up 18 months of history and so I have no access to anything prior to November 2024. I’m in a dispute with someone over payments that were made a few years ago. I seem t
  26. [R31] 1/5 · US Terrible: Never loads on multiple attempts. Constantly just spinning circles. And can’t get an accurate account balance on the weekends.
  27. [R36] 1/5 · US Apps and bank sucks: I can’t see what I owe when I owe it. Horrible bank to have a loan with. I have no clue when I am paying it I opted into paperless so I can keep track but now I’m more lost then when I had paper. I have to know dig through mail just to figure out what I owe if I’m late I hate this bank. I can’t opt into text I can’t get emails this bank sucks I would never have a bank account
  28. [R97] 1/5 · US Inconvenient compared to other banks: Decided to pay off my solar loan early because nbt has been apply 100% of my payment to interest. Nbt will only let me transfer a max of 2000 a day and 5000 a month from an outside bank. This kind of poor customer service is why I will no longer be banking with nbt
  29. [R132] 3/5 · US Transfer: What is the problem not being able to transfer ANY amount from my accounts? I do not like the limits put on me
  30. [R160] 3/5 · US Not as good as Salisbury Bank: Very disappointed that transfers are not immediately when it is being transfer to another account in the NBT. Salisbury Bank, BOA and Key Bank all have that ability, why is this bank so behind on their technology. Ver disappointed.
  31. [R14] 1/5 · US Just don’t bother.: ’ve been a longtime NBT customer, but I think it may finally be time to move on. My biggest frustration is the overdraft system. There have been multiple times where my account went negative temporarily, but I transferred money into the account the same day, sometimes even before 8PM, and still ended up with overdraft fees. Other banks I use are much more understanding with sm
  32. [R22] 1/5 · US Discontinue Service Charge: Service Charge is extremely unhelpful.
  33. [R30] 1/5 · US What a circus: It took 2 days to resolve the issue of duplicate charges. Still no explanation of what happened to cause it other than system error.
  34. [R41] 1/5 · US Not impressed: Daily overdraft fee is garbage
  35. [R66] 1/5 · US Using Zelle is terrible in the app.: Every single time i try to make a transaction on zelle it always tells me it failed. So embarrassing when you have to pay someone and it keeps telling you it failed. And the app is so outdated and slow.
  36. [R48] 3/5 · US Creating printed ledgers: I find it difficult format and print ledgers from the previous year transactions. And once I do the description column is duplicated. I just find it cumbersome.
  37. [R127] 3/5 · US Setting up external account is tough: I’m not sure if it was just my account or if it is a mobile app issue but getting this system to verify an external account took two weeks for it to actually show up.
  38. [R20] 1/5 · US Annoying: Took 17 minutes for the app to open
  39. [R17] 5/5 · US Eh: I have this app because of my car loan and honestly I just don’t love the interface and that it’s setup. I also have an auto loan with GM Financial and their app is way easier navigate and understand where everything is.
  40. [R35] 1/5 · US Take over: They took over my old bank, and it's gone downhill since then. The app is trash. Will be going elsewhere.
  41. [R39] 1/5 · US The app sucks: The app never works to pay a car payment and so we had late fees. We didn’t even know about had to drive an hour and a half to go to an NBT branch just to get this straightened out. DIDN’T EVEN KNOW WE HAD LATE FEES BECAUSE WE CAN’T LOG INTO THE APP! Sucks!
  42. [R46] 2/5 · US Confusing: App is not set up intuitively. I’m not sure if I just successfully made my loan payment and that is not a good feeling to have. Now I’m going to call customer service to make sure I did it correctly.
  43. [R58] 4/5 · US Review for app: Love everything.. only wish my balance would be real time accurate balance and wish I could see purchase in real time accuracy. Other than that really enjoy the app.

Synthesized from 120 recent App Store reviews · updated July 2026 · View on the App Store