My client completed the Frollo process however I don't have access to their completed Open Banking, why?

Key Takeaways for Brokers:

If the widget status is still 'In progress', your Client may not have completed the final 'Share with broker' step and seen the "Success!" screen.
If the widget status is now 'Get started', you may have changed your or your Client's email address or mobile phone number.
You should have access within a few minutes after completion.
If not, a data sync error might have occurred.
Contact our Support team for help if needed.

We're here to help ensure your Clients financial information is shared smoothly with you.

Watch our video and follow the steps below:

Why Can't I See My Clients Financial Information After They Completed Frollo?

Status: In Progress

If your Client has completed the Frollo process but you're still seeing widget status 'In progress', here’s what might have happened and what you can do:

1. Check for "Success!" Screen

The most common reason is that the client did not complete the final 'Share with broker' step in their Frollo consent process.

After the final step is completed, a "Success!" screen is displayed. Please ensure they saw this screen after selecting 'Share with broker' and 'Yes, I'm done'.

Tip: To access their account, your client can select 'Get started' from their invite email. Do not send them a new invite.

Example: Share with broker

Have you added all of your bank accounts? [Yes, I'm done]

Success! [Done]

2. Broker Access Time

Once the "Success!" screen appears, you can expect to have access to your Clients financial information within your secure platform within a few minutes.

3. Data Sync Error

If your Client saw the "Success!" screen and you still doesn't have access, a Data Holder (bank) data sync error may have occurred.

4. Contact Frollo Support

If you suspect a data sync error, please submit a Support Request to our team.

Status: Get started

If your Client has completed the Frollo process but you're now seeing widget status 'Get started', here’s what might have happened and what you can do:

1. Broker-Client Data Mismatch

Please ensure that the broker and client email address and mobile numbers exactly match what was used at the time the invite was sent. A mismatch will cause their completed Open Banking to not be accessible.

2. Contact Frollo Support

If you require further assistance, please submit a Support Request to our team.