Troubleshooting Bank Connection Issues in Open Banking
Some banks (e.g. Chase UK can only be connected via App to App connection and will not connect through their web page)
Open Banking connections can be sensitive to browser settings, app permissions, and security settings on your device. Below is a list of the most common issues and how you can fix them.
There could be several reasons why your account isnāt connecting properly. Some of the most common include:
Your browser or device is blocking the connection.
Your bankās app isnāt installed or working correctly.
Your bankās online service is temporarily down.
You may not be entering the correct login credentials.
Letās walk through some simple steps that usually fix the problem.
Try switching browsers. Some connections work better on certain browsers.
We recommend:
Google Chrome
Safari (for Apple devices)
š” Tip: If one browser doesnāt work, try another. Also make sure the browser is updated to the latest version.
Yes. Some devices have strict security settings that can prevent Open Banking connections from completing properly.
If you're on Android, for example, check the following:
Go to your Settings > Apps & Notifications > [Your Browser].
Look for a setting like "Open supported links" or "Allow app links".
Make sure the browser is allowed to open apps from web links.
If this is turned off, your bankās app may not launch correctly when you try to connect.
Yesāthis can often help!
If you're trying to connect via a mobile device:
Delete your bankās app.
Reinstall it from the official app store (Google Play or Apple App Store).
Make sure you're logged in and that itās working normally before you try connecting again.
Before connecting, check that your bank's own services are working:
Open your bankās online banking website and log in.
Try logging in to the mobile banking app.
If you canāt log in, the issue might be with your bankānot our service.
If youāve tried everything above and are still having issues:
Take a screenshot of any error message you see.
Reach out to our support team Here:
The name of your bank
The device and browser youāre using
The exact error or whatās happening when it fails
Contact us! We're here to help you get connected securely and smoothly.
If you are having issues connecting to your bank, the best way to check if everything is working correctly is to try to login via your online banking (via your bank's website, not their mobile app).
After you have logged in to your online banking successfully, try again to login to Emma. Do not make multiple attempts in a row otherwise your bank might block the account temporarily.
If you see that after two attempts nothing works, send us a message via chat - we'll be able to diagnose the issue further :)
Having trouble connecting your bank account to our service? We're here to help.
Open Banking connections can be sensitive to browser settings, app permissions, and security settings on your device. Below is a list of the most common issues and how you can fix them.
š Why can't I connect my bank account?
There could be several reasons why your account isnāt connecting properly. Some of the most common include:
Your browser or device is blocking the connection.
Your bankās app isnāt installed or working correctly.
Your bankās online service is temporarily down.
You may not be entering the correct login credentials.
Letās walk through some simple steps that usually fix the problem.
š What browser should I use?
Try switching browsers. Some connections work better on certain browsers.
We recommend:
Google Chrome
Safari (for Apple devices)
š” Tip: If one browser doesnāt work, try another. Also make sure the browser is updated to the latest version.
š Are there security settings that could block the connection?
Yes. Some devices have strict security settings that can prevent Open Banking connections from completing properly.
If you're on Android, for example, check the following:
Go to your Settings > Apps & Notifications > [Your Browser].
Look for a setting like "Open supported links" or "Allow app links".
Make sure the browser is allowed to open apps from web links.
If this is turned off, your bankās app may not launch correctly when you try to connect.
š± Should I reinstall my banking app?
Yesāthis can often help!
If you're trying to connect via a mobile device:
Delete your bankās app.
Reinstall it from the official app store (Google Play or Apple App Store).
Make sure you're logged in and that itās working normally before you try connecting again.
š Can I log in to my bank normally?
Before connecting, check that your bank's own services are working:
Open your bankās online banking website and log in.
Try logging in to the mobile banking app.
If you canāt log in, the issue might be with your bankānot our service.
š What if none of this works?
If youāve tried everything above and are still having issues:
Take a screenshot of any error message you see.
Reach out to our support team Here:
The name of your bank
The device and browser youāre using
The exact error or whatās happening when it fails
Contact us! We're here to help you get connected securely and smoothly.
If you are having issues connecting to your bank, the best way to check if everything is working correctly is to try to login via your online banking (via your bank's website, not their mobile app).
After you have logged in to your online banking successfully, try again to login to Emma. Do not make multiple attempts in a row otherwise your bank might block the account temporarily.
If you see that after two attempts nothing works, send us a message via chat - we'll be able to diagnose the issue further :)
Updated on: 23/05/2025
Thank you!