From time to time we encounter technical issues that may impact your ability to connect your bank. This often relates to your banking provider making an update, which may cause us to lose connection with your bank or cause delayed connection times.
In the event that we are unable to connect with your bank, we typically aim to resolve this ASAP and notify customers of any issues and/or actions that need to be taken, such as reconnecting your bank.
There are also a few other common reasons why you are unable to connect to your bank. These include:
Wrong bank details
It happens! Triple-check that you are entering the correct bank details. Make sure you are connecting the bank account where you receive your salary payment, as this will be used to verify your eligibility for our Pay Advance service.Your bank changed its website
You can fix this by logging into your internet banking from a computer or phone browser (not through your bank app). Then come back to Beforepay and try to connect again.You have two-factor authentication (2FA) for your bank
Due to technical limitations and restrictions from some banks, our systems do not currently support external 2FA if you have it enabled for mobile or internet banking.Lost bank connection
This will require you to re-enter your bank details, even if you have already successfully connected your bank with Beforepay. This will reauthorise and reestablish the connection so we can continue to provide you with our services.
If you have lost connection to your bank for longer than 24 hours, or experience any issues with re-connecting your bank, please contact our customer support team at support@beforepay.com.au.