Connecting your bank account is usually the fastest way to verify your income. If it is not working, here is how to sort it out.

The Connection Won't Complete

Try again in a different browser. Google Chrome tends to give the best results. If you are using a work device, try a personal one.
Turn off ad blockers and browser extensions for the session, or use a private/incognito window.
Check your connection. Switching between Wi-Fi and mobile data resolves a surprising number of cases.
Have your bank login details ready. If your bank sends a security code, you will need to be able to receive it while the connection is in progress.
Wait and retry. Banks occasionally have short outages. Waiting an hour or two and trying again often works.

I Can't See the Option to Connect My Bank

Contact support and we can send you a secure link to start the process.

My Bank Isn't Listed

Not every institution can be connected. If you cannot find yours, upload your bank statements instead — see How to Download and Upload Bank Statements.

I Connected, But Something Looks Wrong

If the balance or income shown does not look right, the most common reasons are:

The wrong account was selected. For example, a savings account when your income is paid into checking.
Only one account was connected. If your money is spread across several accounts, connect the others too.
The account is not in your name. A joint account you hold is fine, but an account belonging to someone else cannot be used to verify your income.

Give it a couple of hours after connecting before judging the result, as information does not always appear straight away.

My Connection Dropped or Expired

Bank connections sometimes need to be re-authorised, particularly after you change your online banking password. Log back in to your application and reconnect.

If reconnecting does not change anything, please contact support rather than repeating it. We can look at your file directly and get it corrected.

I'd Rather Not Connect My Bank

That is fine — you can upload bank statements instead. They should be original PDFs downloaded directly from your bank, not screenshots or photos.

My Bank Connection Isn't Working