Troubleshooting connection issues
If your bank account isn’t connecting, check the following:
Use your current account – Make sure you’re connecting your everyday current account (the one your salary is paid into), not a savings account.
Check the account is in your name – We can only accept accounts that belong to you personally.
Try again – If you selected the wrong account by mistake, you’ll have the option to retry and choose the correct one.
If it’s still not working, please contact your bank. In some cases, they need to enable the connection on their side.
Why the check might take longer
When you connect your bank account, we use a secure provider called Plaid to review your information. This process normally takes just a few minutes, but sometimes:
It can take up to 5 minutes to complete.
The page may appear to be loading for a while — please don’t close or refresh it.
What to do if it doesn’t load
If nothing happens after 5 minutes:
Try opening the link in a different browser.
If you’re on mobile, switch to a desktop device.
If the issue continues, please get in touch with our Customer Support team so we can help you.