Why a user can't complete consent (eligibility errors)

Sometimes a user gets all the way to their institution's authorisation flow, logs in successfully, and still can't complete the consent — an account they expected to see is greyed out or missing, or the institution tells them they're not eligible to share data. This page explains what's happening and what to do next.

What an eligibility failure looks like

When the institution determines the user can't share data from any valid account, Fiskil surfaces this as a CONSENT_ENDUSER_INELIGIBLE error — see the errors reference for the full list of consent lifecycle errors.

Be aware that institutions word this differently on their own screens. Users may report messages like "declined at bank" or "requirements for data sharing have not been met" — these usually map to the same underlying eligibility decision, made by the institution, not by Fiskil.

Common causes

The institution makes the eligibility decision, and there's no exhaustive list of reasons. In practice, the common ones are:

1. The account isn't valid or eligible. Inactive or closed accounts, and some account types, can't be shared. In Australia (CDR), each data holder decides which of its products are eligible for data sharing.
2. The account hasn't been enabled for sharing. Some institutions require the user to switch on data sharing (sometimes called third-party sharing or a similar setting) in their own banking app or online banking before accounts become shareable.
3. It's a joint account. Institutions can require every account holder to enable data sharing before a joint account can be shared. You can point users to Sharing a joint account.
4. It's a business account. The user may need to be set up as a nominated representative with authority to share the business's data — see Business accounts.

What your app should tell the user

Because the decision sits with the institution, the most useful thing your app can do is turn a dead end into a next step:

1. Confirm they selected the right institution — the one where they actually hold an eligible account.
2. If the account is joint, ask them to check that all account holders have enabled data sharing with the institution, then retry.
3. If the account is a business account, ask them to check they're authorised as a nominated representative for data sharing.
4. If none of these apply, direct them to their institution to confirm the account's status and eligibility — only the institution can see why it declined.