Westpac Open Banking - We couldn't find any eligible accounts for this request.

We are aware of an issue where some customers attempting to make a payment using Westpac Open Banking may receive the error: "We couldn't find any eligible accounts for this request." Westpac has advised that one of the primary reasons for this error is that the customer is a business customer using a commercial login through the consumer online banking channel. This is a legacy configuration that is no longer supported and is currently being remediated by Westpac. Customers do not need to wait for this remediation to occur automatically. If affected, they can contact Westpac directly to have their banking access reviewed and potentially updated sooner. Westpac has advised that its frontline support teams are trained to assist with Open Banking payment enquiries, including identifying and resolving issues related to commercial logins being used on the consumer banking platform. If your customers encounter this error, we recommend in the first instance contacting Westpac and requesting that they check whether their online banking access is configured under this legacy commercial login arrangement. If it is a non-business account not appearing (such as Everyday or Savings), your customers can also contact Westpac with their Westpac ID and name of the account type not appearing via Open Banking. If your customers are still experience issues making payments with Westpac please contact POLi at support@polipayments.com.