Before you send a request
Have these in place first:
Signed privacy consent - see Send privacy consent
A card on file for your organisation. No checks run without one - see Set up billing and payment
The customer's correct mobile number and email on the application
Who can do this: sending a request needs the Services → Bank statements permission - see Set user permissions.
How the service works
Financeable collects statements through a third-party service:
You send the customer a link from the application.
The customer signs in to their internet banking through the link and selects their accounts. They can add more than one.
The service downloads the statements and adds the data to the application.
The full walkthrough is in Review bank statements.
Why requests fail
The service signs in to the bank as the customer, but from its own device and location. The bank can treat that as a suspicious login and block it. When it does, no statements come back.
This is the bank's security working as intended. It isn't a fault in Financeable, and there's no setting that gets around it.
Check what happened
Open the application and find the bank statement request.
What you see | What to do |
Failed, with no data attached | The bank blocked the sign-in. Get the statements from the customer - see below |
Still outstanding | The customer hasn't finished. Call them and ask them to open the link and complete it |
The customer never received the link | Correct the mobile number or email on the application, select Save, then send the request again. SMS links come from an unknown number, so ask the customer to check junk and filtered messages |
Every request failing, at every bank | This points to an outage, not bank security. Contact Support |
Get the statements from the customer
Important - This is the fix Support will give you. Start here rather than waiting on a ticket.
Tell the customer which accounts and how many months the lender needs.
Ask them to download the statements as PDFs from their internet banking.
Check the PDFs cover every account and the full period.
Upload them to the application - see Upload supporting documents.
The statements appear in the Other Documents list on the application.
Note - Statement data already pulled into an application can't be deleted, for compliance reasons. You can delete the files; the underlying data stays.
If you contact Support
Financeable can raise a ticket with the statement provider, but a fix on their end can take a week or two. Don't hold the deal up waiting for it.
Include the application ID, the customer's bank, the request status and a screenshot - see Get help and support.