I'm unable to link my bank/bank accounts, why?

Troubleshooting Bank Account Linking Issues with Frollo

When attempting to link your bank accounts to your Frollo Account for your loan application, you might encounter an issue. Based on feedback from many Open Banking users, here are the most frequently reported issues and how to address them:

1. Error Logging into Bank's CDR Site:

If you see an error message when trying to log into your bank's Consumer Data Right (CDR) site, please retry using the bank's "Try again" feature.

Alternatively, you can return to your Frollo Account and attempt the linking process again.

If the issue persists, please submit a Support Request to our team.

2. Did Not Receive One-Time Passcode (OTP):

If you do not receive a One-Time Passcode (OTP) from your bank, this is likely an issue with your bank (Accredited Data Holder - ADH).

You may want to wait a few minutes and retry the linking process.

Alternatively, contact your bank directly to ensure your primary OTP device is set to your correct mobile phone number, and then retry.

3. Missing Bank Accounts:

If you are not seeing the bank accounts you want to link, it's possible those accounts are not eligible for Open Banking Data sharing.

Generally, you should be able to share data for personal and business banking accounts such as (but not limited to):

• Business loans

• Cash management accounts

• Credit and charge cards

• Leases

• Lines of credit

• Margin loans

• Mortgage offset accounts

• Overdrafts

• Personal loans

• Regulated trust accounts

• Residential mortgages

• Retirement savings accounts

• Savings accounts

• Term deposits

• Trade finance

• Transaction accounts

• Travel cards

• Trust accounts (only account where funds are held in trust regulated industries)

Also, account sharing may not be available due to reasons such as:

• The account is closed.

• The account is non-individually held. To share consumer data from your company, trust or partnership (Entity) account, a nominated representative must be appointed. A nominated representative is a person that is appointed to give, amend and manage authorisations to share consumer data from (and on behalf of) the Entity’s accounts with Accredited Data Recipients (such as NextGen and Frollo).

• The account holder is under 18 years of age.

• Vulnerability statuses. If the Data Holder determines that any person, including a nominated representative, is at risk of harm, they may refuse to make a disclosure or ask for an authorisation or an amendment to an authorisation. Further information is available: CDR Vulnerable-customers

• A Provider account type availability or system issue, contact your Provider (bank) for more information.

If you believe an eligible account is missing, please contact your bank directly to confirm its availability for Open Banking Data sharing.

4. Not Redirected Back to Frollo Account:

If you were able to link your bank accounts but were not redirected back to your Frollo Account, you can re-sign in to your Frollo Account using the link from your Frollo welcome email.

Complete the process again until you reach the "You're done!" screen.