Bank Connections - Troubleshooting Guide

Overview

Prosaic uses Akahu to connect to New Zealand bank accounts. All major NZ banks use open banking via the official Akahu connection, which requires your client to authenticate using their personal mobile banking app — not their internet banking or business banking credentials.

The single most common reason connections fail is using the wrong set of credentials. Read the bank-specific section for your client's bank before troubleshooting further.

Before You Start

All banks require:

  • The client's personal mobile banking login (not business banking, not internet banking alone)
  • The bank's mobile app installed and set up on their phone
  • The bank account to be visible in the personal mobile app (call the bank if it isn't)

Not currently supported by any bank:

  • KiwiSaver accounts
  • Managed funds / investment accounts
  • Foreign currency (FX) accounts
  • Dual-signatory business accounts (regulatory requirement, expected ~2027)
  • Some business accounts (coverage varies by bank — see below)

ANZ

Required setup

  • Client must be registered for the ANZ goMoney mobile app
  • Business accounts must be linked to their personal login via ANZ's Customer Select process

Common issues

Business account not visible in the Akahu authorisation screen

This is the most common ANZ issue. There are two root causes:

  1. Customer Select not set up — the client needs to call ANZ and ask them to set up Customer Select, linking the business account to their personal internet banking. Read this guide for detailed instructions on how to set up customer select

    Entity credentials — some ANZ clients have been issued login credentials that authenticate them as a business entity rather than as an individual with access to the business. These credentials cannot be used for open banking. Ask the client to check their goMoney Profile screen:

    • Name shown at top in ALL CAPS → Customer Select is set up correctly ✓
    • No name shown, entity customer number at top → logged in as entity (wrong credentials)

    • No name shown, personal customer number at top → Customer Select not set up yet

      For entity credential issues, escalate to ANZ directly: open@anz.com

Redirect to a second QR code on the ANZ website

The client is likely using Samsung Internet or Microsoft Edge browser on Android. These browsers block deep-links to the goMoney app by default.

  • Samsung Internet: tap the small ANZ icon next to the browser URL bar
  • To make this permanent: disable "Block opening in external apps" in Samsung Internet settings
  • Edge: configure default external app behaviour in browser settings

ANZ app crashes mid-authentication

ANZ is aware of bugs in their open banking consent flow (including accounts not appearing, crashes). If the client has done everything correctly, ask them to try again later or contact ANZ directly.

What's not supported

Some business accounts, KiwiSaver, managed funds, FX accounts

ASB

Required setup

  • Client must have the ASB mobile app installed — ASB requires the mobile app even if the client completes the web-based authorisation flow
  • Business accounts must be accessible via the personal ASB login (not FastNet Business — this is a separate product and is not supported)

Common issues

Business account not showing

The client needs to call ASB and ask for their business accounts to be linked to their personal mobile banking login.

FastNet Business customers

FastNet Business is a separate ASB product and cannot be connected via Akahu. The client must have a personal ASB account with the mobile app.

Multiple sets of ASB credentials

If a client has two different ASB logins (e.g. personal and a second business login), each can be connected as a separate ASB connection. They'll both appear as "ASB" in the Akahu connections screen — the client will need to click into each to tell them apart.

What's not supported

KiwiSaver, managed funds, FX accounts, some business accounts

BNZ

Required setup

  • Client must have a personal BNZ login (not a business banking login)
  • Business accounts must be linked to their personal BNZ mobile app — call BNZ to request this

Common issues

Client doesn't have a personal BNZ login

If the client only has a business banking login, the process is longer:

  1. Client signs up as a BNZ personal customer and opens a personal account
  2. Downloads the BNZ app and signs in
  3. Calls BNZ to have their business accounts linked to their personal credentials

Client has a personal BNZ login but business accounts aren't connected

One phone call to BNZ is usually enough — they authenticate the client and authorise the linking of business accounts to the personal login.

"Sorry this phone number was rejected by BNZ"

Select the "Redirect to BNZ" option instead of the phone number flow.

Stuck on BNZ mobile app home screen after granting consent

After approving consent in the BNZ app, the client needs to manually navigate back to the web browser — BNZ does not automatically redirect.

BNZ bank staff say "we don't support Prosaic integration"

This is a front-line knowledge gap. The integration works via Akahu's official open banking partnership with BNZ — the client should ask specifically: "Can you help me link my business accounts to my personal BNZ mobile app login?" rather than asking about Prosaic.

BNZ connection outages

BNZ has had reliability issues with their open banking service. If a connection suddenly stops working for multiple clients at once, this is likely a BNZ-side outage. Clients can reinstate their connection by going back through the Akahu authorisation flow and choosing "Add or remove accounts". See How do I reconnect bank accounts in Prosaic?

What's not supported

Term deposits, KiwiSaver, managed funds, FX accounts, some business accounts, dual-signatory accounts, business credit cards (pending BNZ resolution)

Westpac

Required setup

  • Client must be registered for Westpac One (online or mobile)

Common issues

Desktop flow asks for Customer ID — no push notification arrives

Westpac does not send push notifications during the desktop-initiated flow. The client should manually open the Westpac One app using the same Customer ID they entered on the desktop.

Consent not visible in the app

Check the app home screen for a pending consent request. If not visible, follow the desktop instructions shown on screen.

"Consent is not authorized" error

This has been a known Westpac-side issue with certain business accounts. Try completing the flow with a single everyday account first. If the error persists, it's a Westpac-side bug — contact us at help@prosaic.works.

Credit card not syncing

Westpac has an outstanding issue with credit card data sync. The only current workaround is to reconnect without including the credit card.

Business account coverage

Westpac has been expanding business account coverage through open banking. As of mid-2026, coverage should match what was available via the classic Akahu connection. Dual-signatory accounts are not yet supported.

What's not supported

KiwiSaver, managed funds, FX accounts, dual-signatory accounts, some business accounts

Kiwibank

Required details for connection

  • Access Number (found in the "More" section of the Kiwibank app)
  • Password
  • Two Keepsafe question responses
  • Mobile verification code

Notes

Kiwibank is currently connected via a classic (non-open-banking) Akahu integration. Akahu has technical access to the official Kiwibank API but has not yet enabled it for transaction data — data quality issues are being resolved with Kiwibank. Migration to the official connection will be announced when ready.

TSB

Required setup

  • Client must have the TSB mobile app installed and registered
  • Use TSB Customer ID credentials — as of May 2026, TSB updated their integration to use Customer ID (the primary login details) instead of the old mobile-app-specific username/password

Common issues

Forgotten credentials

Call TSB: 0508 692 265

Business accounts not available

TSB is a classic connection constrained by what's visible in the TSB mobile app. Multi-auth business accounts are generally not available via the app.

General Issues

Client thinks setup is complete but bank feeds aren't active

After completing the bank authorisation in their banking app, clients must return to Prosaic and click "Confirm Connections" to complete setup. The improved open banking consent experience can make clients feel the job is done when they land back on the Akahu screen — make sure they complete the final step in Prosaic.

Reconnecting a disconnected or inactive account

See How do I reconnect bank accounts in Prosaic?

Switching from classic to official open banking connections

See How do I switch to official open banking connections?

Client connected with two different email addresses

If a client authenticated using two different email addresses (e.g. once with their work email, once with their personal email), Akahu treats these as two separate users. This can result in duplicate bank account records in Prosaic. Have the client reconnect using a single, consistent email address, then contact us at help@prosaic.works.

Connection showing as active but no transactions appearing

Check with the client that:

  1. The connected accounts actually have recent transactions
  2. The connection hasn't silently expired — try reconnecting

Escalation

If none of the above resolves the issue:

  1. Check the Akahu troubleshooting guide for bank-specific guidance
  2. Contact us at help@prosaic.works with the client's email address and a description of the issue
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