IMPORTANT:
You may experience an account syncing issue the first time you are linking your bank accounts, this can occur when there is a delay in the account information being shared with the data recipient, from the bank side.
This is what happened!
You have selected the bank you want to link from the List of Service Providers
You have progressed successfully through the bank linking process where you confirm how long you give consent, which accounts you give consent for, etc.
You have been redirected to your bank to confirm your consent. You are presented with your bank and the accounts that you want to link and complete the account verification steps (consent) in your banking environment
You can see the bank is syncing and the ‘swirly wheel’ is turning.
However, the bank continues to sync even after an extended period. The bank is stuck in syncing mode and there is no obvious way to stop this.
Note: allow for more than 15 minutes before considering there is an issue
Here are a few tips to help you resolve your issue:
1. Fix error to continue syncing
To do this pull down on the account screen for 5 seconds.
This will cause a refresh of your accounts directly with the bank. This resolves most of the problems, if you still have an issue you will need to raise a ticket.
2. Delete the app and download again
This will clear the cache and refresh the data in your consents, this will not remove any previous consents or registered data from your App profile.
3. Unlink the bank
Click on the account list item
You will be taken to a screen with an “unlink” button on the top right hand corner.
You will need to click that button and follow the prompts.
If you can not find the “unlink” button then:
Go to settings
Go to data sharing
Find the bank that is stuck in syncing and click on it
Scroll to the bottom and stop sharing this bank.
Raise a ticket for further support
Whilst we may not be able to help you with the problem you are experiencing, we can help you direct the problem to your bank and provide details to share with them to help get this resolved.