If you run into errors while authorising your live bank feed, the issue is usually coming from either your bank or Basiq (our Open Banking provider). Here’s how to tell the difference, and what you can do to resolve it.
1. Errors from Your Bank
These occur after you’re redirected to your bank’s login page. Common messages include:
“This service is unavailable”
“You have no accounts eligible for data sharing”
Not receiving a one-time passcode
What to do:
Try again — many of these errors are temporary
If it keeps happening, check whether your accounts require additional authority for Open Banking access. This is common with trusts, SMSFs, or business accounts where extra permissions may be needed
Google your bank name along with “Open Banking” — this should take you to their dedicated page, where you can find details on updating access or a phone number to call for help
Once you've verified and updated your data sharing authority, try to reconnect
If issues persist, please contact TaxTank Support from the chat icon so we can help resolve the issue
2. Errors from Basiq
These happen before you’re sent to your bank or after you're redirected back to TaxTank. You might see:
“Invalid token”
“Service unavailable”
What to do:
Retry connecting — sometimes the issue resolves itself
If it continues, contact TaxTank Support from the chat icon and include the following:
A screenshot of the error
The bank name and affected account(s)
Invite TaxTank Support from the bottom-right square on your dashboard
We’ll raise a ticket with Basiq and keep you updated as soon as it’s resolved.