Category: CommBank and CommBank Yello
Last updated: Wednesday, 1 April 2026

What if ConnectID fails?

If ConnectID® can’t complete your verification, it could be for a few different reasons:

If it’s a temporary issue, you’ll be prompted to try again, as this is often resolved with a quick retry.

If your details don’t match what your bank has on file, we’ll let you know and explain what to do next.

If you’re not a CommBank customer, to purchase a mobile and/or nbn® service you can simply continue using our standard document-based identity check instead.

If you are a CommBank customer, you must use ConnectID to be eligible for some CommBank exclusive offers. See your offer T&Cs (nbn® and/or mobile) for more information.

If verification can’t be completed, you won’t be able to continue with those offers until it’s sorted.

If in doubt, please contact our Customer Service team.

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