Overview
When connecting your bank accounts to hello, Frank via in Australia, you may find that some accounts — particularly business accounts — don't appear during the connection process or aren't available to select.
Why accounts might not appear
There are three common reasons an account may be missing:
1. You are not the nominated representative on the account
ACSISS uses Australia's Consumer Data Right (CDR) framework. To share data for an account, you must be the nominated representative — the person authorised by the bank to consent to data sharing on that account's behalf. If you're not listed in this role, the account won't be available to connect, even if you have standard account access.
2. The account is not linked to your personal profile/internet banking logins
Banks often separate personal and business profiles. If your business account sits under a separate business login or profile, it won't appear when you authenticate using your personal online banking credentials. Each login typically only surfaces the accounts associated with that profile.
3. Separate business login credentials are required
Some banks require you to log in via a dedicated business banking portal or credentials (separate from your personal banking login) to access and share business accounts. In this case, you'll need to use those business credentials when connecting through ACSISS.
Before connecting — confirm your accounts are ready
Before attempting to connect (or reconnect) in hello, Frank, visit cdrready.com.au to verify that your desired accounts are visible and CDR-enabled under the credentials you plan to use.
This site lets you confirm:
Which accounts are associated with your login
Whether those accounts are enabled for data sharing
If the account you need isn't showing here, the issue needs to be resolved with your bank before connecting to Hello Frank. (See below)
Step-by-step: resolving missing business accounts
Step 1 — Check your nominated representative status
Contact your bank and ask them to confirm:
Whether you are listed as the nominated representative for the business account
If not, how to be added in that role
Note for some Banks: The rep you speak to may not be familiar with the term "nominated representative." Ask them specifically about authorising a person to share data under the Consumer Data Right (CDR) for the account in question.
Step 2 — Check whether the account is linked to your profile
Ask your bank to confirm:
Is the business account accessible under your personal login, or does it sit under a separate business profile?
If it's under a separate profile, what credentials should you use to access it?
Step 3 — Use the correct login when connecting via ACSISS
If your business accounts require separate business banking credentials:
When prompted by ACSISS during the Hello Frank connection flow, use your business banking login rather than your personal login
IMPORTANT: Check cdrready.com.au with those credentials first to confirm the accounts are visible and added for data sharing
Step 4 — Reconnect in Hello Frank
Once the above is confirmed with your bank, return to hello Frank and go through the bank connection process again, selecting the relevant accounts when they appear.
Bank-specific support
For guidance tailored to your specific bank, ACSISS maintains a support page covering the connection process for all Australian banks:
This page includes bank-by-bank instructions for connecting business accounts.
Still stuck?
If you've worked through the steps above and the accounts still aren't appearing, contact hello, Frank support with the following details so we can assist you further:
Your bank name
The type of account(s) you're trying to connect (e.g. business transaction, business savings)
What you see at cdrready.com.au when logged in (screenshot always helps)
Any error messages shown during the ACSISS connection flow