Error Message: “Credentials are locked” or “Login attempt failed, please check your credentials”

If you receive one of the following error messages when trying to connect to your bank:

• “Credentials are locked”

• “Login attempt failed, please check your credentials”

Please note:
These messages are typically sent directly by your bank – not by us or our technical partners.

What does this mean?

Even if you can successfully log in to your regular online banking account, that does not necessarily mean that access through the PSD2 interface is also working.

The PSD2 interface is technically separate from your online banking portal and can be locked or restricted independently by your bank.

What should you do?

1. First, contact your bank directly.
   It’s important to explicitly mention that you are referring to access via the PSD2 interface, not just your online banking login.
   Simply saying “my credentials are locked” is often not enough, as bank advisors may only check the online banking access – which in most cases remains active.

2. Ask your bank to check specifically whether access via the PSD2 interface is locked or restricted, and request a clear confirmation (written or verbal).

When should you contact your service provider?

Once your bank has confirmed that there is no issue with the PSD2 interface, you can then contact your service provider (e.g., a Qwist partner).

Your service provider will then reach out to Qwist with all the necessary details so that the issue can be thoroughly investigated from the technical side.

Summary:

• Error message? → Contact your bank first

• Be specific: Mention the PSD2 interface

• Bank confirms everything is fine? → Then contact your service provider