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When an Account Aggregator (AA) fails, the problem is usually at one of four points: the bank account cannot be discovered, the bank’s linking OTP fails, a separate consent request is pending or rejected, or the Financial Information Provider (FIP) cannot return the requested data. First verify that the mobile number used in the AA flow is the same number registered and verified with your bank, and that the account type is supported. Retry after a short wait, then contact the bank/FIP for persistent OTP or data problems. If your bank supports more than one RBI-licensed AA, another provider may complete the flow. An AA should never ask for your bank password, PIN or other private login credentials.
What does an Account Aggregator failure mean?
An AA is a consent-based service that helps a financial information user (FIU), such as a lender, obtain financial information from a financial information provider (FIP), such as your bank. The AA coordinates account discovery, authentication, consent and encrypted data transfer; it does not replace the bank’s authentication system.
That means “not working” can describe different failures. A bank account may be absent from the list before you can link it. The bank may not deliver or accept the OTP. Linking may succeed while a later statement fetch fails. Or the FIU may have raised a consent request that you have not yet approved. Identify the stage before repeating the same action.
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What should I check first when AA is not working?
Run this short checklist before changing apps or repeatedly requesting codes:
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- Use the bank-registered mobile number. Account discovery normally uses the mobile number verified with the bank. A different SIM or an old number can make the account invisible.
- Confirm participation and account eligibility. The bank and the specific account type must participate in the AA ecosystem. Some cooperative or joint accounts may not appear in a particular flow.
- Check SMS and network service. Keep the mobile connection active, confirm that your plan can receive transactional SMS, and make sure the phone is not blocking messages from the bank.
- Do not mix OTPs. Registration and account-linking can use separate, sequential prompts. Enter only the code requested on the current screen.
- Retry once after a short wait. A temporary outage at the AA or FIP can affect discovery, authentication or fetching. Repeated requests can also leave you with several expired codes.
- Check the consent screen separately. Linking an account does not automatically share data. A consent request from the FIU still needs your review and approval.
- Protect your credentials. Do not give an AA your bank password, card PIN, UPI PIN or net-banking login. Authentication takes place with the FIP, commonly through a bank OTP.
Record the exact error text, bank, AA, time, and whether an OTP arrived. Those details let the bank or AA support team identify whether the failure is on the discovery, authentication, consent or data-fetch side.
Why is my bank account missing from the AA list?
The most common cause is a mismatch between the mobile number in the AA flow and the number verified on the bank’s records. The AA’s consumer instructions explain that it displays the bank account linked to the verified mobile number (Sahamati’s account-linking guide).
Fix a missing account step by step
- Check the number shown in the AA. If the app or web flow asks you to choose a mobile number, select the number registered with that bank. If you recently changed numbers, update the bank’s records first; an AA cannot correct the bank’s customer data.
- Check the bank and account type. Search the participating-institution list in the AA and confirm that the target bank is available. Eligibility can vary by account type. A cooperative-bank or joint-account relationship may not be returned in the flow you are using, as Sahamati’s field-officer material warns.
- Check how the account is held. A joint account, minor account or other special relationship may have different participation or consent rules. Ask the bank whether that exact account is enabled for AA discovery rather than assuming every account under your customer ID will appear.
- Restart discovery once. Close and reopen the flow, select the bank again, and allow the list to load. Avoid creating multiple registrations while an earlier request is still active.
- Contact the FIP when the number and eligibility are correct. Give the bank the time, AA name and the account type that failed to appear. The bank can confirm whether its AA connector has the account mapped to your verified mobile number.
- Try another AA if the bank supports one. Different AAs may offer different app or web flows, but they can discover only institutions that participate through the ecosystem.
Do not infer that a missing account means the bank has no record of it. Discovery is an AA/FIP lookup, not a replacement for the bank’s own account statement or mobile-banking view.
Why is the AA linking OTP not received or rejected?
The bank or other FIP sends the account-linking OTP; the AA presents the authentication step and handles the consent artefact. If delivery fails, troubleshoot the bank’s SMS path rather than treating the AA as the sender.
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When no OTP arrives
- Confirm that the phone has signal and can receive ordinary SMS.
- Check that the SIM associated with the bank account is in the phone and that SMS storage or spam filtering is not preventing delivery.
- Verify that your mobile plan allows transactional messages.
- Use the current screen’s Resend OTP control once, then wait. Do not request codes repeatedly from several screens.
- Ask the bank whether its registered mobile number matches the number you are using and whether it has an SMS or authentication incident.
When an OTP is rejected
- Enter the newest code, not one generated by an earlier registration or linking attempt.
- Check that the code has not expired before submission.
- Ensure the AA session has not timed out; restart the linking flow if it has.
- For accounts at different banks, expect each bank to authenticate its own account. One bank’s OTP cannot authorize another bank’s account.
Sahamati’s UX guidance recommends contextual, sequential OTP prompts because people can confuse registration and account-linking codes (Sahamati’s AA success-rate strategies). If a correctly entered, current OTP is repeatedly rejected, give the FIP the exact time and error text. Try another participating AA only after confirming that the bank-side number and SMS service are correct.
How do I fix “failed to fetch statement” or stale AA data?
Successful account linking does not guarantee that a statement fetch will complete. The AA must request the selected period and data from the FIP, and a temporary service interruption or missing period at the FIP can stop the response.
- Check the requested period. Make sure the dates and account selected in the consent request are the ones you need. The institution must actually hold data for that period and account.
- Retry after a short interval. A transient AA or FIP outage can clear without any change to your account. Use the existing consent rather than creating unnecessary duplicates.
- Check for a bank-side maintenance message. If the bank’s own channels report downtime, wait until its service is available.
- Confirm that consent is still valid. An expired, revoked or overly narrow consent cannot authorize a new fetch. Review the consent’s data type, date range and expiry in the AA.
- Contact the FIP if repeated retries fail. Tell it which account, period and AA were involved. Sahamati states that an FIP holding the requested information is obligated to share it through the ecosystem.
- Use another AA when supported. This can help isolate an AA-side problem, but it cannot retrieve data the FIP does not hold or has not made available.
“Stale” data can also reflect the source’s update cycle. An AA transfers the information supplied by the FIP; it does not rewrite the bank’s ledger. If AA output conflicts with the bank’s books, the FIP’s records are treated as correct under the RBI directions (Reserve Bank of India Account Aggregator Directions).
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Why is my consent request missing, pending or rejected?
Account linking and data sharing are separate actions. The lender or other FIU must raise a consent request, and you must review and approve it in the AA. No data should be retrieved, shared or transferred without your explicit consent, as the RBI states in its directions.
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If no consent request appears
- Ask the FIU which AA handle or identifier it used. A request sent to a different handle will not appear in your current AA account.
- Confirm that the account was linked successfully before looking for consent.
- Refresh the AA inbox or reopen the app after the FIU confirms that it raised the request.
- Check whether the request was sent to a different mobile number or AA profile.
If consent is pending or rejected
- Open the request and inspect the FIU name, account, data categories, purpose, date range and expiry.
- Select only the accounts and data period needed for the stated purpose.
- Approve the request if the details are correct. If they are not, reject it and ask the FIU to raise a corrected request.
- Look for a revoked or expired status in consent history. A new request may be required after expiry or revocation.
The AA manages the consent record; it does not decide whether a lender’s request is commercially appropriate. Read the purpose and scope before approving, and retain the consent reference shown by the app for support enquiries.
Can I use another Account Aggregator?
Yes, when the target bank/FIP participates with another RBI-licensed AA. Switching can be a practical way to distinguish an AA-side problem from a bank-side eligibility or authentication problem, but the alternate provider still needs the same bank-registered identifier and a valid consent flow.
Before switching, compare:
- Institution coverage: Is your bank and exact account type listed?
- Device compatibility: Does the provider offer a working app or web flow on your phone, browser and operating system?
- OTP clarity: Are registration and linking prompts clearly separated, with a usable resend and retry path?
- Consent controls: Can you see active and historical consents and revoke them when appropriate?
- Support and grievance route: Is there a clear channel and an explanation of how complaints are escalated?
These are operational criteria, not proof that one named AA is universally better. Sahamati and participating banks publish ecosystem information, including lists of AAs and FIPs; availability can change, so check the institution list shown at the time you start the flow (Bank of India’s AA ecosystem overview).
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An AA must not request or store your bank password, card PIN, UPI PIN or private authentication credentials. Authentication happens with the FIP, commonly through an OTP sent by the bank, while the AA records and enforces your consent.
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The RBI rule is explicit: “No financial information of the customer shall be retrieved, shared or transferred by the Account Aggregator without the explicit consent of the customer.” If anyone claiming to support an AA asks for a password or PIN, stop the process and contact the bank through its official channel. Never send an OTP to a person, even if the message says it is needed to “activate” or “repair” your AA.
Use the AA’s consent history to check which FIU received data, what categories were shared, the date range, purpose and expiry. Revoke a consent when the app provides that control and you no longer want that authorization active. Revocation stops future sharing under that consent; it does not necessarily erase records that an FIU was legally entitled to retain under its own obligations.
When should I contact the bank, the AA or the FIU?
| Symptom | First contact | Information to provide |
|---|---|---|
| Account absent from discovery | Bank/FIP | Registered mobile number, account type, bank, AA, time and screenshot of the missing-account screen |
| OTP never arrives or is rejected | Bank/FIP | Whether any SMS arrived, the latest attempt time, mobile network and exact error text |
| Fetch fails after linking | FIP, then AA | Account, requested date range, consent reference, retry times and fetch error |
| Consent absent or sent to the wrong profile | FIU that raised the request | AA handle, application or loan reference, and the consent status shown in the AA |
| App crashes, login or consent-history issue | AA support | App/web version if displayed, device/browser, time, screenshots and consent reference |
Use the complaint and grievance information displayed in the AA’s consent or support pages. If the first support channel cannot resolve the issue, keep the ticket number and follow the escalation route provided by the AA or bank.
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What is the complete escalation checklist?
- Capture the exact message, bank name, AA name, time, device and whether an OTP arrived.
- Verify the mobile number against the bank’s records and ask whether the account type participates.
- Retry once after a short wait; use only the newest OTP and avoid mixing registration with linking codes.
- Check the consent request’s AA handle, scope, date range, expiry and status.
- Contact the bank/FIP for discovery, OTP delivery, missing-period or statement-fetch issues.
- Contact the FIU for a missing, incorrect or expired consent request.
- Try another RBI-licensed AA if the bank participates there and the current flow remains unavailable.
- Use the AA’s stated grievance route if support does not resolve the problem, keeping all reference numbers.
What should I remember about an AA failure?
Account discovery depends on a bank-linked identifier, usually the verified mobile number. The bank sends the linking OTP. Statement fetching can fail after linking, and data sharing requires a separate, explicit consent action. An AA must not need your bank password or PIN. If an AA result conflicts with the bank’s books, rely on the FIP’s records and ask the bank to investigate the underlying account data.
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Frequently Asked Questions
Is an Account Aggregator the same as my bank’s mobile-banking app?
No. Your bank’s app is a direct channel to that bank, while an AA coordinates consented information from participating FIPs for an FIU. You can use the bank’s own statement or support channel to verify balances and transactions when an AA fetch is delayed.
Will linking an account automatically send my statement to a lender?
No. Linking establishes the account relationship, but the lender or other FIU must raise a separate consent request. Data is shared only after you review and explicitly approve that request.
What happens if I revoke an AA consent?
Revocation withdraws authorization for future sharing under that consent. It does not necessarily remove information an FIU already received and is required to retain under applicable obligations; check the FIU’s privacy and retention notice for that detail.
Why can one bank account work in one AA but not another?
AAs can differ in the institutions and account types connected to their current ecosystem integrations, as well as in their app or web flow. Confirm that both providers list the same bank and account type, then report the failure to the provider that cannot complete discovery or fetching.
