Bank feed error message: consent was rejected

This article explains the steps to take to resolve a ‘consent was rejected’ error message when enabling or updating a bank feed for a NatWest Group bank.

If you receive a ‘consent was rejected’ error message when enabling or updating a bank feed for NatWest, Royal Bank of Scotland or Ulster Bank, there are a few things to check.

1. Check if you can log in to your online banking

First, check if you’re able to log in to your online banking account directly (without any issues) via the NatWest, Royal Bank of Scotland or Ulster Bank websites.

Sometimes the bank requires customers to re-register their online banking account when they try to log in via the desktop, rather than via the mobile app.

You should need the following information to log in to your online banking:

1. Customer number
2. Online banking pin (security number)
3. Online banking password
4. Security code (generated from a card reader device)

If you don't have any of the above login details/information, please contact your banking provider directly to obtain these.

2. Try enabling a bank feed using a private browser

If you can log in to your online banking account successfully via the bank’s website (on a desktop device), please try logging in to your FreeAgent account via a private browser and see if you can enable or update the bank feed.

See below for more details on how to use a private browser window depending on which browser you’re using:

• Chrome
• Safari
• Firefox
• Edge

If using a private browser works

If using a private browser does help resolve the issue and you manage to enable or update the bank feed, we’d recommend clearing the cache and cookies from your regular browser. This should fix things for you in future.

Please see below for more details on how to clear cache and cookies depending on which browser you’re using:

• Chrome
• Safari
• Firefox
• Edge

If using a private browser doesn’t work

If using a private browser doesn’t help resolve the issue and you still get the error message, please check if you're using the most current version of your browser, or try using a different browser. FreeAgent works best with the following browsers:

• Recent versions of Firefox
• Recent versions of Safari
• Recent versions of Chrome

3. Try enabling or updating the bank feed using the FreeAgent mobile app

If you’re still receiving the error message when using a private browser, please try enabling or updating the bank feed using the FreeAgent mobile app.

Read how to download the FreeAgent mobile app if you haven’t already done so.