GoCardless Bank Account Data Support

GoCardless Bank Account Data support team is providing support to all users during EET/EEST office hours every workday. Inquiries can be submitted anytime via our customer portal. 

You are welcome to ask any technical questions, provide feedback and report errors in return for timely resolutions. The support team offers to walk you through the integration process and assist during production.

If you have questions about our API, make sure to check out our API documentation - your question might already be answered there. Please also review our Knowledge Base for most frequently asked questions.

For any product-related questions and verification requests, feel free to approach your onboarding manager or send an email to [e-mail] .

In case of application and premium pricing questions, please contact [e-mail] .

How to report an issue for maximum support efficiency

When reporting a technical issue to the support team, please make sure to include a description and seek to provide as many corresponding details to ensure less time consumed communicating back and forth over missing input.

In addition to a description, here’s the most useful input to provide for particular cases:

Open Banking portal (bankaccountdata.gocardless.com) errors

• Your account’s user email
• If applicable (My Account Data), country and name of institution

End-user difficulties / errors authorizing on bank page

• requisition_id
• institution id
• screenshot / screen-recording of any errors you run into
• timestamp
• URL (at which error takes place)

Bank Account Data API query failures

( ob.nordigen.com/api/v2/ - transactions / balances / details)

• requisition_id
• account_id
• Error Message 

Other API endpoint call errors  

• Full API Request and Response Body (exclude tokens)

Insufficient, missing or duplicated data and data quality feedback

• institution id
• account_id
• Examples / affected transaction IDs

Login issues

• The system you are trying to log in to - ob.nordigen.com, dash.nordigen.com or report.nordigen.com
• Your user email and approximate timestamp
• Login method used (Google Auth0 / Email + Password)
• Attempt regular troubleshooting (deleting the cache, cookies, try different browser/device, change password). Avoid using bookmarked non-base URLs

In general requisition_id and account_id (if existent) are the main references to provide. If inaccessible to you, look for another reference ID your IT team has likely implemented. If an issue affects an already connected bank account, providing client’s IBAN instead also works. 

Please refrain from including any sensitive information and data in your support inquiries, such as

• Access & refresh tokens
• User secrets (secret ID and secret key)
• Any login credentials, passwords and PINs

If there are multiple different issues you would like to report, please refrain from including all of them into one e-mail, but rather send a separate e-mail for each of the issue.