Account is not linked

Problem

When making a call to the requisition endpoint GET ​/api​/v2​/requisitions​/{id}​/ , the requisition's status is not LN and/or the "accounts" array is empty

Possible reasons and solutions

1. Authentication flow error

If there was an error during end user's authentication, we will send the error name & message as a parameter in the redirect URL: 

https://YOUR_REDIRECT_URL?ref=YOUR_REFERENCE&error=ERROR_NAME&details=ERROR_MESSAGE

How to check?

• Using the reference, find the redirect that happened for the end user connection attempt in question. Check if there was an error parameter sent along with the redirect. 
• If there was an error parameter sent, check the Statuses and Error Messages section in our API documentation to understand what caused the error and how to proceed further. 

2. Error on the bank's page

If there was no authentication flow error, but the end user still hasn't linked their account properly, it could have been caused by an error on the bank's page that prevented the user from completing the process. 

How to check? 

Ask the end user if they encountered any difficulties / issues / errors on the bank's page. If yes, kindly ask them to provide a screen recording illustrating the process. 

Please make sure that the screen recording 

• Captures the full screen, not a screen section
• Includes the full journey - starting from opening the requisition URL and finishing with the error

Here are some helpful instructions for your convenience:  

• How to make a screen recording for MacOS: Guide1 or Guide2
• How to make a screen recording for Windows: Guide

Please share the screen recording and the problematic requisition ID with us by submitting a request, and we will investigate it further. 

If you didn't find a solution to your issue, please submit a request on our customer portal for assistance.