Open Banking Support & Insights

If you need assistance, please submit a case via the Open Banking Service Desk or email us on openbankingsupport@newday.co.uk.

When contacting us, please provide as much detail as possible for effective support. Below are guidelines on the information to include based on the type of issue:

For any API related incidents, please provide:

• Summary: A description of the issue and the actions you were taking.
• Request and Response: Your request and our system’s response.
• Contact Information: Name and contact details of the person reporting the issue.
• Issue Timeline: Start and end date/time of the issue.
• Problem Details: Description of the problem, including potential impact and severity for the TPP.
• Relevant Logs: Include any relevant logs you have.
• Fix Timeline: Estimated start and end times for when the fix will take effect (if applicable).

For any customer related issues, please provide:

• Consents and/or Payment ID
• Credit Card Transactions: Account ID, last four digits of the card number, and transaction details.
• Error Details: Screenshots of the error and the full error message.
• Timestamps: Date and time when the issue occurred, and the date and time of the last successful and unsuccessful attempts.
• Customer Access History: Has the customer ever had access?
• Device Information: Device make and software version.
• Troubleshooting Steps: Has the customer cleared their cookies and cache?
• Important: Do not include any security details (e.g., passwords or PINs).

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• Argos
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• Burton
• Debenhams
• Dorothy Perkins
• Fluid
• John Lewis
• marbles
• NewPay
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• TUI
• Wallis

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