Resolve issues connecting Australian bank accounts to ZoneReconcile through Open Banking. Follow these steps to identify the cause and, if needed, escalate to Zone & Co Support with the right information.
Issue
Your bank shows an Open Banking tick in the bank support guide, but you cannot connect an account, or an expected account does not appear in the connection flow.
Why this happens
Whether an account can be shared varies from bank to bank and from user to user. The account types listed in the bank support guide are not exhaustive, so an account type missing from that list is not necessarily unsupported. Common causes include:
- The specific account is not eligible for data sharing at your bank.
- Your user role or permissions on the account do not allow data sharing. This matters most for business and corporate accounts.
- Your bank requires extra setup first, such as a nominated representative for business accounts.
Basiq connects to more than 130 data holders, and each one has its own account types and sharing requirements. For this reason, Zone & Co handles connection issues case by case.
Resolution
- Follow your bank's instructions for Open Banking or data sharing.
- Confirm with your bank that each account you want to share is eligible.
- Confirm that your role and permissions on each account allow data sharing.
- Confirm whether your bank requires a nominated representative or other setup for business accounts, and complete it.
- Contact your bank directly if you need help. This is usually the quickest way to resolve the issue.
- Retry the connection in ZoneReconcile.
💡 Tip: For ANZ Corporate Transaction Accounts, ask ANZ whether the accounts can be shared through Open Banking. Corporate accounts are often managed through ANZ's corporate and institutional channels.
If the issue persists
If you still cannot connect after completing the steps above, contact the Zone & Co Support team and include the following information:
- Your Customer Access Number (CAN).
- The accounts you want to share, including at least the last 4 digits of each account number.
- Any error messages or screenshots from the connection flow.
Zone & Co Support will review your case and raise it with the bank if needed.
Important: Share only the last 4 digits of each account number. Never send full account numbers, bank login credentials, or one-time passcodes. Redact any sensitive details in screenshots before sending.