This is a second communication we have just sent out about the HSBC issue.
this is Edoardo, co-founder and CEO of Emma.
I am writing to give you a second update on your HSBC connection! We sent an email on Tuesday, which you can find it here and explains why some of your accounts might not be updating.
As you have seen, since Friday, the bank has enforced the use of the digital secure key to access your online banking. This means that our existing connection doesn’t work anymore and you will need to transition to Open Banking to keep updating it.
If this is impacting you, you will see a card in the feed asking to transition. This system is super smooth and the future, so please migrate today!
While Current Accounts are working completely fine, Credit cards and savings accounts are no longer updating because the bank doesn’t provide them via Open Banking.
We have been talking directly with the people in charge of their Open Banking division and they have reassured us they are doing anything they can to bring them back.
They will let us know, in the next few weeks, the exact dates, which we are going to communicate with you in order to bring the service back as normal.
Despite having sent a really “aggressive” first communication, we do believe, after chatting with HSBC, that we can solve this by collaborating directly with them. They are treating this with the max priority and realise the issue they have created us.
As always, we’ll continue communicating via our social media channels, so make sure to keep an eye on our Twitter and Facebook. We have also included a message in your Emma feed and in our community forum to keep the matter as clear and transparent as possible.
May the gummy bear power be with you!