If the employee who set up an Australian bank connection in ZoneReconcile leaves the company or their contact details change, update the Basiq user profile directly — do not disconnect and re-link the bank account.
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Overview
Australian bank connections in ZoneReconcile are linked to a Basiq user profile that stores the name, email address, and mobile phone number of the employee who set up the connection. If that employee leaves the company or their contact details change, you must update the Basiq user profile using the Update Details flow.
Important: Do not disconnect and re-link the bank account. Doing so is unnecessary and may result in losing your existing connection history, GL account mappings, and requiring a full re-consent process.
When to use Update Details
Use the Update Details flow when:
- The employee who originally set up the bank connection has left the company.
- The employee's mobile phone number has changed.
- The employee's name or email address has changed.
- You see the last 3 digits of an unfamiliar mobile number in the consent pop-up during renewal or when linking a new bank account.
Why this matters
The mobile phone number and email address on the Basiq user profile are required for consent renewal and may be needed when adding a new bank account. If these details belong to someone who has left the company:
- Transaction sync is not affected — daily sync continues to run normally using stored credentials.
- Consent renewal will fail — the SMS verification is sent to an inaccessible number.
- Adding a new bank account may fail — for the same reason.
- Consent expiry notification emails are sent to all NetSuite administrators and to the registered employee — administrators still receive the 60-day warning, but the renewal flow cannot be completed until the mobile number is updated.
Important: This issue is partially silent — administrators receive the 60-day expiry notification regardless, but the renewal itself cannot be completed until the mobile number is updated. Update employee details as part of your offboarding process rather than waiting until the 60-day notification arrives. Check the Consent Renewal Timestamp field on the Bank Institution record at any time to see the current expiry date.
How to update employee details
- Navigate to Setup > ZoneReconcile Setup > Connectivity API.
- Locate the Australian bank institution in the table.
- Click +Link Bank Account.
- Click the Update Details button.
- Search for and select the new employee in the employee picker (the picker is searchable and supports pagination).
- Update the name, email address, and mobile phone number as needed.
- Click Save changes.
The Basiq user profile is updated with the new contact details. No disconnection or re-linking is required.
How to verify the current mobile number
- Initiate a consent renewal or bank account linking flow).
- When the Basiq consent pop-up opens, note the last 3 digits of the registered mobile number displayed.
- Confirm with your team whether that number is still active and accessible.
- If the number is not accessible, close the pop-up and use Update Details to correct the number before proceeding.
Common mistakes to avoid
| Don't do this | Do this instead |
|---|---|
| Disconnect the bank account and re-link under a new employee | Use Update Details to change the employee on the existing connection |
| Ignore the mobile number after staff turnover | Proactively update the mobile number as part of your employee offboarding process |
| Wait until the 60-day notification arrives to address staff turnover | Check the Consent Renewal Timestamp and update employee details as soon as someone leaves |
| Assume the issue will be caught because admins receive the notification email | Remember that admins are notified but cannot complete renewal if the mobile number is inaccessible |
Frequently asked questions
| Question | Answer |
|---|---|
| Will updating the employee details interrupt transaction sync? | No. The sync runs using stored credentials and is completely unaffected by changes to the user profile. |
| Can I update the details at any time, or only when the Update Details button is visible? | The Update Details button should be available on the dashboard at any time for existing Australian bank institutions. (Note: Confirm with your ZoneReconcile administrator if the button is not visible.) |
| What if the original employee's mobile number is already inaccessible and consent renewal is due? | Update the mobile number first using Update Details, then proceed with consent renewal. The order matters — renewal fails if the SMS goes to an inaccessible number. Check the Consent Renewal Timestamp on the Bank Institution record to confirm how much time remains before expiry. |
| Does updating the employee also reset the consent expiry date? | No. Updating employee details only changes the name, email, and mobile number on the Basiq user profile. The consent expiry date shown in the Consent Renewal Timestamp field is unaffected. To extend consent, complete the separate consent renewal flow. See: How to Renew Bank Connectivity Consent (Australia). |
| Who receives the consent expiry notification email? | The notification is sent to all NetSuite administrators on the account and to the employee registered on the Basiq user profile. However, only the registered employee's mobile number can be used to complete the renewal flow — keeping that number current is essential even though admins are also notified. |
| When should I update employee details relative to the consent renewal window? | As soon as possible after a relevant employee leaves — do not wait for the 60-day notification. If the 60-day window has already opened and the mobile number is inaccessible, update the details immediately and then proceed with renewal before the expiry date. |