Bank connection issues, bank by bank

Last updated: 5 October 2026

If you're having trouble connecting your bank to SortMe, you're not alone. The move to New Zealand's new open banking system is a big change, and each bank has rolled it out a little differently. This article walks you through the known issues by bank, so you can jump to your bank and see exactly what's going on.

It builds on the official Akahu troubleshooting guide. Akahu is the service that connects your bank to SortMe.

Still on a classic connection?


Akahu (the service that securely connects your bank to SortMe) switched off all classic ANZ, ASB and BNZ connections on 25 May 2026. Those banks now work only through open banking.

If your ANZ, ASB or BNZ data stopped updating around that time, you are still on the old connection and need to reconnect.

How to switch: In SortMe, go to Settings → Bank Connections and look for the blue "Switch now" banner. Tap it and follow the steps. If you cannot see the banner, start the connection again from scratch and pick your bank.

Issues that affect every bank


These issues may crop up, no matter which bank you're with.

"Please allow up to 10 minutes" actually takes longer sometimes.


When you successfully connect a bank, we show a message saying it'll take up to 10 minutes to process your transactions. During peak hours, it can take up to 30 minutes for everything to appear, especially the AI-powered categorisation. If you don't see your transactions straight away, give it a bit more time and refresh.

Duplicate accounts after migrating from classic to open banking


If you disconnected an account, kept your data, and then reconnected through open banking, you might see the same account twice, and your transactions duplicated. This happens because the bank gives the account a different internal ID under open banking.

What to do: Go to Settings → Bank Connections and delete the older "classic" version of the duplicated account. If you're not sure which one to delete, email us at support@sortme.com and we'll sort it for you.

Your bank or Akahu may be having a short outage


Sometimes a bank's open banking service, or Akahu itself, stops working for a while. When this happens, many people with the same bank are affected at the same time. Nothing is wrong with your account or your login.

Signs it is an outage:
  • All your accounts at one bank stopped updating at the same time.
  • The connection screen shows a general error, such as "Sorry, a system error has occurred", even though your login is correct.

What to do: Wait and try again later. Most outages fix themselves, and your accounts start updating again on the next sync without you doing anything. If your accounts still have not updated after 2 business days, email support@sortme.com and we will check with Akahu.

Use your personal login, even for business accounts


For ANZ, ASB and BNZ you must connect with your personal login, the one you use in the bank's personal mobile app. Business logins do not work, even if you want to connect a business account.

This means your business or trust account must be visible in your personal mobile app. If you cannot see it there, call your bank and ask them to link it to your personal login. ANZ calls this process "Customer Select" (see ANZ's Customer Select guide).

Some business accounts at ANZ, ASB, BNZ and Westpac cannot be connected through open banking yet, even with the right login.

Account types that cannot be connected yet


Open banking does not support every type of account yet. At the moment these cannot be connected at any bank:
  • KiwiSaver accounts
  • Managed fund accounts
  • Foreign currency (FX) accounts

BNZ term deposits and some Westpac credit cards cannot be connected yet either. Akahu keeps the full list in their account support guide.

What to do: Add the account by hand in Net Worth so its balance still counts. See Manual accounts, cash, and updating a balance yourself.

When we ask Akahu to check with your bank


Some problems can only be solved by your bank. For example:
  • An account shows in your bank's app, but it is missing from the list of accounts you can share.
  • One account stopped updating, but your other accounts at the same bank still update.

In these cases we pass the details to Akahu, and Akahu checks with your bank. To help us do this quickly, email support@sortme.com with:
  • Your bank, and the name of the account (please do not send the full account number)
  • What you see on screen, with a screenshot if you can
  • Roughly when you last tried

These checks can take a few days, because they depend on your bank. We will keep you updated.

KiwiSaver accounts can't connect via open banking (yet)


None of the banks currently support connecting KiwiSaver accounts through open banking. If you previously had your KiwiSaver connected via the old "classic" method, it will be forced into a "disconnected" status after you migrate. We're waiting on the banks and Akahu to add support for this, there's nothing to do on your end right now. I know this is frustrating and we apologise.

What to do: You can add your KiwiSaver account manually in your Net Worth feature. Click 'Add Asset' and follow the prompts.


Joint credit cards, additional cardholders can't see them


If you're an additional cardholder on a joint credit card, the card won't appear in your list of accounts to connect. Only the primary cardholder can connect the card. If you need it on a shared SortMe account, ask the primary cardholder to connect it from their bank login. If you'd like help, just email support@sortme.com.

Limited history for some accounts you add later


If you go back into your Akahu consent screen and tick an account you hadn't shared before, that account used to come in with only a few months of history. We've now fixed this, newly added accounts pull in 12 months of transactions automatically. If you connected a new account before early May 2026 and you're missing history, just email support and we'll backfill it for you.

ASB


"I can't see the Akahu connection notification in my ASB app"


Several customers have run into this, you start the connection flow, but the ASB banking app never shows the approval notification.

What to check:
  1. Make sure the mobile number registered with ASB matches the one on your phone. The notification is sent to that number, and if it's out of date the prompt won't arrive.
  2. Open the ASB app yourself and check the Notifications / Messages section, the request sometimes lands there instead of as a push notification.
  3. If you still can't see it, email support and we'll work directly with the Akahu team to investigate.

Connecting an ASB business account


Log in with your personal ASB login, not the ASB business app login. Your business account must show in the ASB personal mobile app. If it does not, call ASB and ask them to link it to your personal login.

ASB mortgage accounts often show a balance but no transactions


This is a known limitation on ASB's side. Right now, ASB doesn't provide transaction data for most of its loan accounts through open banking, including standard fixed-rate and table mortgages. You'll be able to connect the account and see the balance in SortMe, but there won't be any transaction history.

The exception is ASB ORBIT (revolving credit) accounts, which do send transaction data through.

We've raised this directly with Akahu and ASB. There's nothing wrong with your setup, we're waiting on ASB to update their API.

"ASB Visa not available" after switching to open banking


If you have a joint ASB Visa and you're not the primary cardholder, the card won't show up in your account list. Have your partner (the primary cardholder) connect their ASB to your SortMe and the card will come through.

Limited transaction history on first connection (90 days)


When you first connect ASB, you'll only see the last 90 days of transactions. This is a limit set by ASB themselves. After that initial connection, SortMe will keep collecting new transactions going forward, so your history will build up over time.

Mortgage transactions showing in the wrong category


If you have an ASB mortgage and you've noticed mortgage payments showing up as "Bank Fees & Interest" or "Transfer" instead of "Rent, Mortgage", we've shipped a fix for the most common pattern (ASB's "LOAN REPAYMENT" descriptions). If your mortgage transactions still look off, email support and we'll re-run your account through the updated logic.

ANZ


ANZ has been the trickiest of the banks to get right. Here's what we're seeing.

What you need to connect ANZ


  • You must be registered for the ANZ goMoney mobile app, and be able to see your accounts in it.
  • Use a login that ANZ issued to you as a person, not one issued to a business.
  • For a credit card, you must be the primary cardholder. Additional cardholders cannot share the card.
  • If you see a page saying the goMoney app cannot open automatically, follow the steps on that page to open goMoney and approve the request.

The "Tap here" button does nothing on Android


If you're on the Android SortMe app and you get stuck on the Akahu consent screen after tapping "Tap here" to return to SortMe, please update the SortMe app from the Play Store. We shipped a fix in April 2026 that resolves the redirect. If you're already on the latest version and it's still happening, email support.

Samsung Internet browser won't open the goMoney app


If you're using Samsung Internet as your browser, it blocks the link out to the ANZ goMoney app by default. You have two options:

  1. One-off: When you see the warning, tap the small ANZ icon next to the address bar at the top of the screen. That will jump you into the goMoney app and you can approve the connection.
  2. Permanent fix: In Samsung Internet, go to Settings → Useful features and turn off "Block opening in external apps". Once that's off, links will open in goMoney automatically.

"It says I'm connected in the ANZ app, but SortMe shows no accounts"


You might see "SortMe / Akahu" listed inside your ANZ banking app, but when you check SortMe, no ANZ accounts have come through.

This usually happens for one of two reasons:

  • You agreed to the data sharing consent in ANZ, but didn't fully complete the Akahu approval step afterwards. The consent expires on Akahu's side after a while.
  • You had a classic ANZ connection shared with another app (not SortMe), the listing in ANZ relates to that other app, not SortMe.

What to do: Go to Settings → Bank Connections in SortMe and start the ANZ connection again. If it still doesn't work, email support@sortme.com and we'll check with the Akahu team.

"Switch now" banner, make sure you tap it


A few customers have tried to reconnect ANZ without tapping the blue "Switch now" banner at the top of the Bank Connections page. That banner is what kicks off the migration to open banking, if you skip it and just hit "Connect a bank" you can end up in a loop. Look for the blue banner first.

ANZ KiwiSaver, not supported yet


As above, no bank supports KiwiSaver via open banking. ANZ KiwiSaver will become disconnected after you migrate to open banking, and there's nothing we can do until the banks add KiwiSaver support.

Couldn't sign up to the ANZ app because of an overseas Apple ID


One customer had a quirky case where their Apple ID was registered overseas, which blocked them from installing or signing into the ANZ app to approve the consent. ANZ themselves provided the workaround for this, if you're in this situation, contact ANZ directly and they'll walk you through changing your App Store region.

Mortgage transactions categorised oddly (Flex HL, revolving credit)


If you have an ANZ Flex Home Loan or revolving credit account and you're seeing payments out of it labelled strangely (or your mortgage interest landing in "Bank Fees & Interest"), we've shipped logic to handle most of these patterns. If something still looks off, email support with the specific transaction and we'll re-process it.

BNZ


Classic BNZ connections are switched off


BNZ was one of the three banks whose classic connection ended on 25 May 2026. BNZ now runs on open banking. If your BNZ accounts stopped updating, go to Settings → Bank Connections and reconnect.

Stuck on the BNZ app home screen after you approve


After you approve the request in the BNZ app, the app sometimes stays on its home screen. This is normal. Go back to the web browser where you started the connection, and the steps will continue there.

"Sorry this phone number was rejected by BNZ"


If you see this message, choose the "Redirect to BNZ" option instead, and continue in the BNZ app.

BNZ business accounts and term deposits


Log in with your personal BNZ login. Your business account must show in the BNZ personal app. If it does not, call BNZ and ask them to link it. BNZ term deposits cannot be connected through open banking yet.

Mortgage categorisation


If you have a BNZ mortgage and your mortgage payments are appearing under "Transfer" or "Bank Fees & Interest" instead of "Rent, Mortgage", the underlying logic has been updated. Email support if you want us to re-run your account through the new categorisation.

Westpac


Westpac is live on open banking


Westpac now connects to SortMe through open banking, alongside ASB, ANZ and BNZ. You log in on Westpac's own secure page, so SortMe never sees your banking password.

If you connected Westpac a while ago and your data has stopped updating, go to Settings → Bank Connections and reconnect to move onto the open banking connection.

What you need to connect Westpac


You must be registered for Westpac One (online banking or the mobile app).

Started on a computer? Open the Westpac One app yourself


If you start connecting on a computer, Westpac may ask for your Customer ID so you can finish on your phone. Westpac does not send a notification in this case. Open the Westpac One app yourself, logged in with the same Customer ID. If you cannot see the request on the home screen, follow the steps shown on your computer screen to find it in the app.

My Westpac credit card is missing


Some Westpac credit cards cannot be connected through open banking yet. If your card is not in the list of accounts you can share, and you are the primary cardholder, email us and we will check it with Akahu and Westpac.

Kiwibank


Open banking is not live yet


Kiwibank still connects to SortMe through its current (classic) connection, and it keeps working as it does today. There is nothing you need to do for now.

Kiwibank credit cards: 180 days of history on first connect


When you first connect a Kiwibank credit card, you'll only get the last 180 days of transactions. This is a limit on Kiwibank's API, not on our side. New transactions will keep flowing through normally after that, building up your history over time.

TSB


Which TSB login to use


Use the same Customer ID and password you use for TSB online banking at tsb.co.nz or in the TSB app.

TSB retired the separate "Mobile username" and mobile password in late May 2026, which is what caused the old "profile name" error. If you are still using those older details, that is why the connection fails. Full steps are in Connecting your TSB accounts to SortMe.

If your current online banking details work on tsb.co.nz but SortMe still will not connect, email support@sortme.com and we will look into it with the Akahu team.

Other banks and Farmlands


Farmlands


Farmlands isn't currently supported as a connectable account. They're not part of the regulated open banking rollout yet, we expect them to be included next year when the programme expands. For now, you can use SortMe's CSV import to upload Farmlands transactions manually.

The Co-operative Bank


You need your Customer Number and password. You can find your Customer Number in the Co-op mobile app: tap Menu, then Settings, then Personal Details.

Heartland


You need your Heartland User ID and password. Your User ID is in the email Heartland sent when you first opened your account.

Other smaller banks / credit unions


If your bank isn't ANZ, ASB, BNZ, Westpac, Kiwibank, TSB, The Co-operative Bank or Heartland, it may not yet be supported via Akahu. Get in touch with us at support@sortme.com and we'll let you know what's possible, CSV import is usually the best option in the meantime.

Troubleshooting checklist


If you're stuck and your bank isn't listed above, try these steps first:

  1. Check the basics in SortMe: Go to Settings → Bank Connections and confirm each account shows a "Connected" status. If anything says "Disconnected", tap it and reconnect.
  2. Check your Akahu connection directly: In Settings → Bank Connections, click the Settings link next to your Akahu email. That'll take you to your Akahu account where you can see exactly which accounts are linked. Connected accounts will have a blue dot next to them.
  3. Connect any missing accounts from Akahu: If you see accounts in your bank that aren't listed in Akahu, use the "Connect New Accounts" option at the top of Akahu's page to add them.
  4. Update the SortMe app: Especially on Android. A number of connection-flow fixes have shipped in the last month, and the latest version of the app has them all.
  5. Try a different browser: If you're on a mobile browser and connection isn't working, try Chrome or Safari rather than Samsung Internet, Firefox Focus, or in-app browsers.
  6. Still stuck? Email support@sortme.com with:
    • Which bank you're trying to connect
    • What you see on screen (a screenshot helps a lot)
    • Whether you're on the SortMe app (iOS / Android) or in a web browser

We'll usually get back to you within a business day.
This article is updated as new issues come up or get fixed. If you've hit a connection problem that isn't covered here, please let us know, your feedback helps us update this guide for everyone.

My bank is not listed. What can I do?

Akahu supports most major NZ banks and many brokers, but not every provider is available yet. Providers we are asked about that are not supported today include Tiger Brokers, Q Mastercard, and some smaller credit unions.

If your provider is not on the list, you have two options.

CSV import. Download a transaction export from your provider and import it into SortMe. See CSV File Data Import for the full steps.

Manual entry in Net Worth. If you only need the balance to be counted, add it by hand in Net Worth without connecting anything. See Manual accounts, cash, and updating a balance yourself.

How do I ask for my provider to be added?

Email support@sortme.com and tell us which provider you want. We pass these requests to Akahu, who prioritise new connections based on how many people ask.

Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.

Still need help? Contact Us Contact Us