What Should I Do if My PSU Experiences Consent Expiration or Unlinking?

PSUs may occasionally face issues with consent expiration or unlinking of their accounts. Below, we outline common scenarios and provide steps for Third Party Providers to troubleshoot and resolve these issues.

Common Issues and Solutions for Consent Expiration or Unlinking

Consent Expiration

  • Problem: The PSU's consent has expired, preventing further transactions.
  • Solution:
    • Ask the PSU to log in to their online banking app and renew the consent.
    • They should reauthorise the connection following the bank’s procedures.
    • If the issue persists, ensure the PSU has completed all necessary steps in their banking app.

Account Unlinking

  • Problem: The PSU's account has been unlinked, resulting in connection errors.
  • Solution:
    • Advise the PSU to log in to their online banking app and remove any existing consents.
    • Ask them to retry connecting their account through your application.
    • Clear the PSU’s cache and browser history if needed.

Consent Unlinking by the Bank

  • Problem: The bank has unlinked the consent, possibly due to SCA (Strong Customer Authentication) failure.
  • Solution:
    • Instruct the PSU to retry the connection process and ensure they pass the SCA check.
    • They may need to review their bank’s requirements for SCA and ensure compliance.

Best Practices:

  • Always instruct PSUs to complete the reauthorization flow without using the browser’s back button, as this may disrupt the process.
  • Encourage PSUs to clear their cache and browser history if they encounter issues.
  • Use detailed error messages to diagnose issues accurately. For instance, the error message “INVALID_ARGUMENT: Method Not Allowed” may suggest the need for a cache clear or retry.
  • For corporate or business accounts, ensure that Token supports the specific bank branch type.

Steps to Follow Before Contacting Token Support

Before raising a ticket with Token support, ensure that the PSU has:

  • Attempted to reauthorise or reconnect their account following the recommended steps.
  • Cleared their browser cache and history.
  • Ensured compliance with their bank’s SCA requirements.

If these steps do not resolve the issue, collect the following information:

  • Details of the error message or code encountered.
  • Confirmation that the PSU has followed all troubleshooting steps.
  • Any relevant screenshots or videos displaying the issue.

Additional Resources

For further information and troubleshooting, refer to our help centre article: What should I do if I encounter issues connecting my bank account to Token.io?

By following these steps, TPPs can efficiently manage consent expiration or unlinking issues, ensuring a smooth experience for their PSUs. If the problem persists, contact Token support for further assistance.

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