This could happen for a few reasons and is to do with the way we connect to your account. For more information on the different types of connections, check out the article How we connect to your account.
We have broken down possible causes and solutions below by account type.
Indirect Connections: Pensions, Investments, Loans and Mortgages
On the 14th September 2019, Strong Customer Authentication (SCA) was enforced to strengthen the security of your accounts and financial data.
SCA is the request for unique information at the point of login such as a request for the answer to a security question or a unique code sent to you by text.
For accounts using an indirect connection, this request for unique information can prevent the account from refreshing. This is because connections to these accounts rely on a third party called Yodlee, who through a secure process retrieves your account data (balances and transaction history) via Screen Scraping.
As they do not have access to this secure information, as it is unique to you, they cannot complete a connection and it therefore fails.
If this happens, you can simply reauthorise the account to get it working again.
You can find more information about SCA, via the Financial Conduct Authority website here.
Direct Connection: Current Accounts & Credit Cards
This could be an issue at our end or with the provider themselves that likely will need further investigation. Please get in touch with our support team with the following information. They will then pass this on to the technical team who will look into this for you.
- Provider (Halifax, First Direct)
- Account Type (current account, credit card)
- At what point in the login journey does this fail?
a.) Before you are directed to your bank/providers app/website
b.) Whilst in the bank/providers app/website
c.) When diverted back to our app after authorising details on bank/providers app/website.
You can get in touch with our support team by selecting Settings, then Support and Contact Support.