# 11 - First Direct - Incorrect Format Error - SOLVED **URL:** \ **Category:** Connection Issues\ **Created:** [March 31, 2020, 1:45pm UTC](https://community.emma-app.com/t/11-first-direct-incorrect-format-error-solved/1828 "2020-03-31T13:45:49Z")\ **Posts on this page:** 14\ **Page:** 1
**Author:** ![Joel](https://yyz2.discourse-cdn.com/flex030/user_avatar/community.emma-app.com/joel/32/571_2.png) [@Joel](https://community.emma-app.com/u/Joel)\ **Post date:** [March 31, 2020, 1:45pm UTC](https://community.emma-app.com/t/11-first-direct-incorrect-format-error-solved/1828/1 "2020-03-31T13:45:49Z")
Hi All ✌ Some users that are trying to connect First Direct accounts are getting the following error ![Screenshot 2020-03-31 at 14.42.01](https://canada1.discourse-cdn.com/flex030/uploads/emma_app/original/1X/0645ecfb79cb311d78b9662441753b7838b6b776.png) We know this is an issue and we’ve reported it to the First Direct Open Banking team. If you are encountering this issue, reach out to us via chat and we’ll add you to the ticket we’ve raised. We’ll continue to update here on the action and responses we get back from First Direct 🙂 ---
**Author:** ![Joel](https://yyz2.discourse-cdn.com/flex030/user_avatar/community.emma-app.com/joel/32/571_2.png) [@Joel](https://community.emma-app.com/u/Joel)\ **Post date:** [April 2, 2020, 9:25am UTC](https://community.emma-app.com/t/11-first-direct-incorrect-format-error-solved/1828/2 "2020-04-02T09:25:18Z")
**Update 2nd April** No response from First Direct - followed up ---
**Author:** ![Joel](https://yyz2.discourse-cdn.com/flex030/user_avatar/community.emma-app.com/joel/32/571_2.png) [@Joel](https://community.emma-app.com/u/Joel)\ **Post date:** [April 3, 2020, 11:14am UTC](https://community.emma-app.com/t/11-first-direct-incorrect-format-error-solved/1828/4 "2020-04-03T11:14:33Z")
**Update 3rd April** No response from First Direct after follow-up yesterday. Will check back this afternoon ---
**Author:** ![Joel](https://yyz2.discourse-cdn.com/flex030/user_avatar/community.emma-app.com/joel/32/571_2.png) [@Joel](https://community.emma-app.com/u/Joel)\ **Post date:** [April 6, 2020, 8:37am UTC](https://community.emma-app.com/t/11-first-direct-incorrect-format-error-solved/1828/5 "2020-04-06T08:37:44Z")
**Update 6th April** No update from First Direct over the weekend. Followed up with them this morning ---
**Author:** ![Joel](https://yyz2.discourse-cdn.com/flex030/user_avatar/community.emma-app.com/joel/32/571_2.png) [@Joel](https://community.emma-app.com/u/Joel)\ **Post date:** [April 7, 2020, 8:37am UTC](https://community.emma-app.com/t/11-first-direct-incorrect-format-error-solved/1828/6 "2020-04-07T08:37:02Z")
**Update 7th April** Response back from First Direct. They require additional information in order to debug what’s going wrong. We’re collating this new information and sending it off to them ASAP ---
**Author:** ![Joel](https://yyz2.discourse-cdn.com/flex030/user_avatar/community.emma-app.com/joel/32/571_2.png) [@Joel](https://community.emma-app.com/u/Joel)\ **Post date:** [April 7, 2020, 4:39pm UTC](https://community.emma-app.com/t/11-first-direct-incorrect-format-error-solved/1828/7 "2020-04-07T16:39:25Z")
Update from earlier today. We provided First Direct with the additional details. We suspect that the issue lies with a new app update that First Direct have released. We asked First Direct to investigate with priority as it appears to be impacting all users that have updated to the new version of the First Direct app ---
**Author:** ![Joel](https://yyz2.discourse-cdn.com/flex030/user_avatar/community.emma-app.com/joel/32/571_2.png) [@Joel](https://community.emma-app.com/u/Joel)\ **Post date:** [April 9, 2020, 6:32pm UTC](https://community.emma-app.com/t/11-first-direct-incorrect-format-error-solved/1828/8 "2020-04-09T18:32:48Z")
**Update 9th April** We’ve provided the additional details to First Direct, still waiting for them to get back to us ---
**Author:** ![Joel](https://yyz2.discourse-cdn.com/flex030/user_avatar/community.emma-app.com/joel/32/571_2.png) [@Joel](https://community.emma-app.com/u/Joel)\ **Post date:** [April 14, 2020, 4:23pm UTC](https://community.emma-app.com/t/11-first-direct-incorrect-format-error-solved/1828/9 "2020-04-14T16:23:16Z")
**Update 14th April** Followed up with First Direct again asking them to get back to us ---
**Author:** ![Joel](https://yyz2.discourse-cdn.com/flex030/user_avatar/community.emma-app.com/joel/32/571_2.png) [@Joel](https://community.emma-app.com/u/Joel)\ **Post date:** [April 16, 2020, 9:31am UTC](https://community.emma-app.com/t/11-first-direct-incorrect-format-error-solved/1828/10 "2020-04-16T09:31:35Z")
**Update 16th April** This is the response we had from First Direct yesterday _We have investigated the issue on First Direct Version 4.0.2 (Appstore Version) on iOS 13.3.1 and on iOS 12.1.2 using Emma App - 2.6.3_ _We haven’t been able to reproduce the issue using multiple First Direct builds, the issue looks to be fixed in the Emma app release._ _Given there have been several bug fixes it is possible the issue has been addressed in one of these versions._ Users have continued to report that they’re still having issues even with the new version of the First Direct app. We reported this to them yesterday and we’re still waiting on a response ---
**Author:** ![Joel](https://yyz2.discourse-cdn.com/flex030/user_avatar/community.emma-app.com/joel/32/571_2.png) [@Joel](https://community.emma-app.com/u/Joel)\ **Post date:** [April 17, 2020, 5:34pm UTC](https://community.emma-app.com/t/11-first-direct-incorrect-format-error-solved/1828/11 "2020-04-17T17:34:12Z")
**Update 17th April** We chased them again today but they still haven’t responded 😢 ---
**Author:** ![Joel](https://yyz2.discourse-cdn.com/flex030/user_avatar/community.emma-app.com/joel/32/571_2.png) [@Joel](https://community.emma-app.com/u/Joel)\ **Post date:** [April 20, 2020, 9:18am UTC](https://community.emma-app.com/t/11-first-direct-incorrect-format-error-solved/1828/12 "2020-04-20T09:18:28Z")
**Update 20th April** No response over the weekend. Followed up with them again ---
**Author:** ![Joel](https://yyz2.discourse-cdn.com/flex030/user_avatar/community.emma-app.com/joel/32/571_2.png) [@Joel](https://community.emma-app.com/u/Joel)\ **Post date:** [April 21, 2020, 9:35am UTC](https://community.emma-app.com/t/11-first-direct-incorrect-format-error-solved/1828/13 "2020-04-21T09:35:59Z")
**Update 21st April** No response from First Direct after follow-up. Sent them another message asking them to get back to us ---
**Author:** ![Joel](https://yyz2.discourse-cdn.com/flex030/user_avatar/community.emma-app.com/joel/32/571_2.png) [@Joel](https://community.emma-app.com/u/Joel)\ **Post date:** [April 22, 2020, 8:49am UTC](https://community.emma-app.com/t/11-first-direct-incorrect-format-error-solved/1828/14 "2020-04-22T08:49:40Z")
**Update 22nd April** Still no response from First Direct. We’ve reached out to their head of Open Banking to see if we can hurry along a response and we’ve sent another follow-up message to their team ---
**Author:** ![Joel](https://yyz2.discourse-cdn.com/flex030/user_avatar/community.emma-app.com/joel/32/571_2.png) [@Joel](https://community.emma-app.com/u/Joel)\ **Post date:** [April 22, 2020, 9:34am UTC](https://community.emma-app.com/t/11-first-direct-incorrect-format-error-solved/1828/15 "2020-04-22T09:34:13Z")
We’ve had word from some users that First Direct has recently released an update to their app and this resolves the issue. The latest version of the First Direct app is 4.2.0. I’ve included a screenshot of the update below ![IMG_0418.PNG](https://canada1.discourse-cdn.com/flex030/uploads/emma_app/original/1X/0a9be0f6c3b992eae3bd2a5c8f5aaa6393645260.jpeg) We’ll keep monitoring the situation until we’re confident this does resolve the issue. In the meantime, try updating the app and connecting your accounts again 🙂