Help and Support
We are here to help you. To contact us, please raise a case on Open Banking Service Desk or email us on openbankingsupport@newday.co.uk
Disclaimer: We strive to respond to all your queries at the earliest but give us 48 hours to revert. If the issue would require deeper investigation, we may need more time, but we will keep you informed.
When writing to us, please provide as much detail as possible for effective support.
Here is a guide for information you can provide when contacting us in case of an API related incident:
- Summary of the issue and what you were doing
- Your request and our response
- Name and contact details of contact at the reporting organisation
- Start and Stop date of issue
- Details of the problem, including an indication of the likely impact & severity for the TPP
- Any relevant logs
- Start time/date the change/fix is anticipated to take effect and the end date/time (if applicable)
Our logs save only 90 days’ worth of data, we will struggle to investigate anything older than that.
Here is a guide for information you can provide when contacting us in case of a customer related issue:
- Consents and/or Payment ID
- For all Credit Card transactions, please provide Account ID, last four digits of the card number & transaction details.
- Screenshots of the error along with full messages.
- Date and time stamp of when the issue occurred.
- Date and time of last successful and unsuccessful attempt.
- Has the Customer ever had access?
- Make of the device along with software version.
- Has the Customer deleted their cookies and internet files/ cleared cache?
- Do not provide any security details!
Service Availability
We are required by the FCA to publish data on the availability and performance of our Open Banking APIs (NewDay’s dedicated interface). Please find our PSU & dedicated interface statistics for past quarters.
FAQs
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