Articles on: Accounts

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)


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.


šŸ”„ Why can't I connect my bank account?



There could be several reasons why your account isn’t connecting properly. Some of the most common include:

Your browser or device is blocking the connection.

Your bank’s app isn’t installed or working correctly.

Your bank’s online service is temporarily down.

You may not be entering the correct login credentials.

Let’s walk through some simple steps that usually fix the problem.


🌐 What browser should I use?



Try switching browsers. Some connections work better on certain browsers.

We recommend:

Google Chrome

Safari (for Apple devices)

šŸ’” Tip: If one browser doesn’t work, try another. Also make sure the browser is updated to the latest version.


šŸ” 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 bank’s app may not launch correctly when you try to connect.


šŸ“± Should I reinstall my banking app?



Yes—this can often help!

If you're trying to connect via a mobile device:

Delete your bank’s app.

Reinstall it from the official app store (Google Play or Apple App Store).

Make sure you're logged in and that it’s working normally before you try connecting again.


šŸ”“ Can I log in to my bank normally?



Before connecting, check that your bank's own services are working:

Open your bank’s online banking website and log in.

Try logging in to the mobile banking app.

If you can’t log in, the issue might be with your bank—not our service.


šŸ›  What if none of this works?



If you’ve 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 you’re using

The exact error or what’s 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

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