The one-time-password is not working properly

This is what happened!

You have selected the bank you want to link from the List of Service Providers
You have progressed successfully through the bank linking process where you confirm how long you give consent, which accounts you give consent for, etc.
You have been redirected to your bank to confirm your consent.
Your bank requires you to confirm your identity by entering the one-time-password (OTP) they have sent to you
You did NOT receive your OTP

Did you know

When linking your bank accounts we connect you to your bank directly to confirm that you are ok to share your transactions.
It is your bank that presents you with the login screens that allow you to connect and share your bank data.
Often, problems at this stage of the bank account linking process are due to the bank.

Here are a few tips to help you resolve your issue:

Your bank can update the Primary device to send your OTP which will resolve the issue if you are not receiving it to your current phone number via sms

ask your bank to confirm your Primary OTP device
ask your bank to update the Primary OTP device
ask your bank to send you an OTP whilst you are in the consent flow (entering your credentials)

Different banks may choose to send the OTP to different places, ie

via SMS text
via banks own banking App
registered bank email

The bank will normally tell you on the OTP page

We are sorry about this, however sometimes bank systems are down. That is ok.

Try coming back in 1-2 hours or next day. If the problem persist you will need to connect our support team.

Still having a problem? Here are some options:

Start tracking your joint account right now
You will need to enter your username and password to be able to connect.
It will not be as fast to sync your account information compared to open banking

Start tracking your joint account right now
You will need to update the account manually with every account change. This will include updating balances every-time there is a change

If your issue is still not resolved

To learn more about the problem you are having, kindly get in touch with your bank's support staff. Below is a selection of well-known banking providers along with links to their contact information and support materials.

The following message can be sent to the bank to bring the problem to their attention and get it resolved.

Contact your bank with the message below

"I'm attempting to grant access to my financial information by confirming my consent to share CDR data. However, despite numerous attempts, my CONSENT request keeps failing and the error is at your end. Please conduct an investigation.”

We suggest you provide the error code or screenshot of the error you are experiencing when reporting this to the bank.

Ask your bank to confirm the “primary OTP device” is your current mobile phone number. Then, go into the consent flow to attempt a new consent and ask them to generate an OTP while you are on the phone. This will resolve your issue.

Contact your Adviser directly for any other issues.