Common Bank Statement Retrieval Issues

Our bank statement retrieval service is powered by illion, one of the most widely used providers among Australian lenders. We use illion because it allows us to easily and securely share bank statements with lenders, streamlining the loan assessment process.

How It Works

To retrieve bank statements, applicants are required to log in to their internet banking via illion's secure platform. Once logged in, illion connects to the bank and exports the relevant data. It's important the user remains logged in throughout the process.

Common Issues and Causes

Despite being a secure and widely adopted service, there are occasional issues that can prevent successful retrieval. Here are the most common ones:

• Early Logout by User or Organisation: If the user — or someone else in the organisation — logs in to the bank account directly while illion is still exporting data, the session is interrupted and will fail.

• Incorrect Login Details: Entering incorrect credentials multiple times may result in the bank temporarily locking the account. The user must log in directly to the bank to unlock it.

• High Transaction Volume: Accounts with a large number of transactions may cause the connection to time out before the export can complete.

• Bank Platform Instability: Occasionally, the bank’s own online platform experiences outages or instability, which interrupts illion’s connection.

• Incomplete Submission: Users sometimes log in successfully but do not complete the process by selecting accounts and clicking Submit. The session will expire without completing the export.

• Bank System Changes: If a bank has recently changed its login flow or system, illion may be unaware of it. These issues are typically resolved quickly once identified.

• Network Issues (illion or Lend): Occasionally, there may be temporary technical issues with either illion or Lend's systems.

PDF Report Not Received

If a user successfully completes the process but you do not receive a PDF report , it may be due to the number of transactions in the account:

illion has advised that if a submission contains more than 5,000 transactions, they are unable to generate a PDF report.

In these cases, you will still see the data within the system, but no PDF will be available for download.

Troubleshooting Steps

• Ask the user to try again, making sure they:

  • Stay logged in during the entire process

  • Do not log into their bank account directly for at least 5 minutes

  • Carefully select the correct accounts and click Submit

• If the issue persists:

  • Ask the user to provide the error message shown

  • Contact us with the details so we can investigate further