Commonwealth Bank (CBA) customers might encounter a loading screen when attempting to connect. Users need to ensure that they complete their Multi-Factor Authentication (MFA) with their bank before clicking on the "Submit" button. MFA requires users to provide another means of authentication and is designed to prevent unauthorised access to their online banking. Commonwealth Bank (CBA) customers are required to use the CommBank app to authenticate.
Here are some steps that should help get you back to your quote:
- From your dashboard in Harmoney, find your 'Quote in progress' and click ‘Continue’. (Alternatively, you may cancel this quote if you need to restart.)
- From your quote, on the page where we say 'We are still retrieving your bank statements', please click 'Add another bank'
- Enter the credentials you used the first time.
- If you have entered your credentials successfully, you should see a screen with some instructions for your CommBank app. Follow these instructions to complete MFA.
- You should receive a notification from the CommBank app on your mobile device with details of your login attempt. Tap it to open the app. If you don't receive a notification, please open the CommBank app and check if there are any messages/notifications waiting for you.
- Check the login details and click "Yes, this was me" if it looks correct.
- Now that you have completed MFA, head back to our site and click 'Submit' to complete the bank connection. We should now be able to retrieve your bank statements.
- Wait a moment to see if your bank statements are processing. If they have processed correctly, but you still cannot move forward, let us know using the chat function and we’ll help you out.