If you encounter an error while trying to connect your bank, follow the steps below to identify where the issue is occurring.
Step 1: Identify where the error is occurring
If the error appears when you are redirected away from TaxTank, it’s either an error with your bank or Basiq, our Open Banking provider.
If the error appears before leaving TaxTank or after returning, then it’s likely an issue with Basiq.
If it’s an error from your bank during connection
Common messages:
Service unavailable
No accounts eligible for data sharing
One-time passcode never arrives
What to do:
Try connecting again, as many errors are temporary
Check if your account needs additional data sharing authority (common for business accounts, trusts, SMSFs)
Visit your bank’s Open Banking help page to find out how to set up authority for your account
Reconnect your bank in TaxTank once confirmed
If it’s an error from the Basiq connection
Common messages:
Invalid token
Service unavailable
What to do:
Try reconnecting the bank
If the error persists, contact TaxTank Support and include:
a screenshot of the error
bank name
affected account
invite TaxTank Support from your dashboard
We’ll work with Basiq to resolve the issue and keep you updated.