First, try these simple checks
Before contacting support, please run through this quick checklist. These steps solve the vast majority of connection issues.
Wait and try again. The most common cause is a temporary communication error with your bank’s servers. Close the app, wait 10-15 minutes, then retry the connection from the beginning.
Check your bank's service status. Sometimes the issue is with the bank itself, not the connection. You can quickly check if they are having problems by:
Trying to log in to your mobile banking app or online banking website directly.
Checking a service like Downdetector for public reports of widespread issues with your bank.
Check your internet connection. A weak or unstable signal can interrupt the process. If you’re on Wi-Fi, try switching to mobile data (or vice versa).
Double-check your login details. When redirected to your bank’s secure login page, make sure your customer number, password, and memorable information are entered correctly - even a small typo can stop the connection.
Update your apps. For the best performance and security, ensure both the Updraft app and your personal mobile banking app are updated to the latest version from your device's app store (the Apple App Store or Google Play Store).
Still not working?
If you have tried all the steps above and are still unable to connect your account, our support team is ready to help.
Please contact us directly through the in-app chat.
To help us resolve your issue as quickly as possible, please let our team know which bank you are trying to connect to and any specific error message you are seeing. We're here to help get you back on track.