What happens if my details don’t match during ConnectID verification or my bank isn’t supported?

If your details don’t match during verification, it usually means information such as your name or date of birth is different to what your bank has on file. For privacy and security reasons, we can’t show which specific detail is incorrect.

If this happens, you’ll be shown a consent screen that explains your options. You may be able to consent to updating your details so they match what your bank has on file, or choose to contact us for help.

If your name has changed (for example, after marriage), your bank’s details are treated as the source of truth. You may need to update your information with your bank before trying again.

If you’re not a CommBank customer, you can choose to verify your identity using ConnectID® or continue with manual document verification.

If your bank isn’t supported by ConnectID, you’ll need to select manual document verification to continue. If you’re ever unsure or get stuck, our Customer Service team can help guide you through the next steps.