Illion Bank Statements Not Working: Broker Checks

When illion Bank Statements is not working, first find which step failed: an unopened request, a failed bank connection, an incomplete collection or an unavailable report. Entering the wrong login details twice ends an illion attempt as a failed login. More wrong entries can lock your client out of their online banking, so find the cause before anyone retries.

Run these quick checks before you contact your client. None of them changes anything in your client’s banking.

• The request went to the right email address or mobile number.
• Any expiry date your software shows for the request hasn’t passed.
• The public status page run by Lend, a lending platform used by brokers, shows no current illion notice for your client’s bank.
• The report isn’t sitting in another inbox or under a different client record in your customer relationship management (CRM) system.

If you’re sending a request for the first time, the illion Bank Statements guide walks through the normal request. It also explains what your client agrees to when they give consent.

Identify the Failed Step

Match what you see to one of the four failed steps in this table. You can collect the evidence for each failed step without touching your client’s banking.

Failed step	What you see	Evidence to collect
Unopened request	Your client never received the link, or has it but hasn’t started	Send date, any expiry date your software shows and the email address or mobile number used
Failed bank connection	Your client sees an error at their bank login or partway through	The exact error wording or a redacted screenshot, with the bank name and time
Incomplete collection	A report arrives, but an account or some months are missing	Start and end dates for each account, compared with the period the lender needs
Unavailable report	Your client finished, but no report reached you	Your client’s finish time, the request reference and where your reports are delivered

Unopened Request

An unopened request means your client never received the link or hasn’t started. Check the send date, any expiry date your software shows and the email address or mobile number the request went to. Then ask your client to look in their junk folder.

If your software showed an error when you created the request, the request might not have gone out. Ask your software’s support team to check your referral code, the four-letter code that tells illion which organisation sent the request.

If you corrected the contact details or referral code, or the old request has expired, send one new request. Tell your client it replaces the old one. The fix has worked when your client confirms the new link arrived.

If your client has the link but hasn’t started, send a reminder that points to the original message instead of a second request. Your client then starts from that original link, so only one request is live.

Failed Bank Connection

A failed bank connection happens at your client’s bank login or while illion collects the statements. Your client picks their bank and enters their own login details on illion’s secure page. After that, illion retrieves the statements through a read-only process.

According to illion’s developer documentation, entering the wrong login details two or more times ends the attempt as a failed login. Lend’s knowledge base adds that repeated wrong entries can make the bank lock the account for a while. Find out whether your client mistyped their login details before anyone tries again.

Other login errors in illion’s developer documentation have their own fixes. Each fix needs to be in place before a retry can work.

• If your client is logged in to their online banking elsewhere, or logged out recently, they wait at least 15 minutes after logging out before trying again.
• If the bank wants your client to complete an action first, your client logs in to the bank’s desktop website and completes it.
• If your client’s online banking is locked or their password has expired, your client asks their bank to reset it.
• If the bank’s online banking is down or being updated, your client tries again in a few hours.

Lend’s knowledge base lists two more causes. Logging in to the same bank account directly while illion is still collecting interrupts the attempt. Accounts with a very large number of transactions can also time out.

Ask your client for the error wording or a screenshot with account numbers and balances covered. Never ask for their password, a one-time code or a picture of their filled-in login screen.

If your client can fix the cause, follow the rules in When Your Client Can Retry below. A successful retry ends with a report delivered to you. If the bank itself is the problem, wait for illion to report a fix or use an accepted alternative.

Incomplete Collection

When a report arrives without an account or some months, compare each account’s start and end dates with the period the lender needs.

If an account’s history starts too late, check the statement period set on the request. According to illion’s frequently asked questions (FAQ) page, illion can collect up to 365 days of statement data. If your software lets you choose the period, send a new request with the longer period.

Some banks can’t supply history for the full period you requested, according to an error listed in illion’s developer documentation. If the new report still starts too late and the lender accepts manual statements, ask your client for manual statements covering the missing months. Manual statements are files your client downloads from their online banking, or paper statements they order from their bank.

If the missing account is at the same bank, your client might have left it unselected before submitting. Send one new request and ask your client to select every account the lender needs. If your software lets you name required account numbers, add them so your client can’t leave those accounts out.

If your software asked for specific account numbers and illion couldn’t find one, your client saw a warning. The attempt then went through without that account. Check that number with your client before you send a new request.

Accounts held with a second bank need their own bank login, so they won’t appear from the first connection. Send one new request for the missing bank and ask your client to log in to that bank only.

In a hypothetical file, the report shows six months of your client’s everyday account but misses a credit card held with another bank. The new request for that bank adds the card’s statements. The file is complete when the report and any manual statements cover every account for the lender’s full period.

Unavailable Report

If your client finished but no report reached you, check where your reports are delivered before you ask your client to do anything. Reports can arrive by email, by automatic delivery into your software or by secure file transfer. Look in the client record in your CRM, the nominated email address and any shared inbox.

Delivery can also fail at illion’s end. On 8 July 2026, illion reported on Lend’s status page that some reports for completed attempts weren’t delivered. After its fix, illion said it had queued the missed reports to send again.

If illion is reporting a delivery fault, wait for its fix instead of asking your client to start again. If the report still hasn’t arrived after the fix, or no fault is reported, raise it with illion support using the details in Escalate With Useful Evidence below. The fix has worked when the report reaches your usual destination.

A very large attempt can also leave you without a report file. Lend’s knowledge base says, as at September 2026, that illion can’t generate a PDF report when an attempt holds more than 5,000 transactions. Lend adds that the transaction data still shows in its own system in that case.

If your software shows the transactions but no PDF, and the lender needs a PDF, ask your client for manual statements for the accounts in that attempt. The file is complete when those statements cover every account for the lender’s full period.

Run Safe Recovery Checks

Before you send another request, check illion’s service status, then bank and account support, then the request’s expiry date. These checks tell you whether another request can work at all.

1. Check illion’s current service status on Lend’s public status page, which relays illion’s notices. You can also call illion support. If a current notice covers your client’s bank, wait for illion to report a fix before your client retries.
2. Confirm that illion supports your client’s bank and account. Separate errors in illion’s developer documentation cover a bank that isn’t supported and an account that isn’t supported. If your client sees either error, or can’t find their bank in the list on illion’s page, go straight to an accepted alternative.
3. Check the request’s expiry date in your software and the contact details it used. If the old request expired, used the wrong contact details, failed from a cause your client can fix or missed accounts or months, send a new request. If your client has a live link but hasn’t started, send a reminder instead. Otherwise, wait for a fix or use an accepted alternative.

Read each notice to the end, because the status page adds an update when a problem is fixed. On 23 September 2026, illion reported on Lend’s status page that a National Australia Bank login problem came from the bank’s own platform. The same notice said the problem was resolved and logins had returned to normal.

When Your Client Can Retry

If the failure came from a cause your client can fix and their bank is working normally, one retry is reasonable. These failures qualify.

• Your client mistyped their password, then confirmed it in their bank’s own app or website. After logging out, they wait at least 15 minutes before retrying.
• The one-time code arrived late, or illion’s page timed out.
• Your client left illion’s page before agreeing to its terms, or before choosing accounts and submitting.
• A direct login to the bank interrupted illion while it was still collecting.
• Your client has since completed the action, password reset or unlock their bank asked for.

Send a new request and ask your client to keep their banking app nearby for any one-time code. Ask them not to log in to their bank anywhere else until the attempt finishes.

If the second attempt fails, stop there. Another wrong login can make your client’s bank lock their online banking.

When to Use an Accepted Statement Alternative

If the bank or account isn’t supported, an outage hasn’t cleared or a retry has already failed, switch to an accepted alternative. If your client prefers not to enter their bank login details on illion’s page, switch as well. The alternatives you can use depend on what the lender accepts.

• Statement files your client downloads from their online banking.
• Paper statements your client orders from their bank, supplied as hard copies or scans.
• An open banking collection for home loans, where your client shares their bank data with an accredited provider under the Consumer Data Right.

Unity Bank, as at September 2026, doesn’t require your client’s bank login details, according to its illion FAQ page. Your client can give Unity Bank six months of transaction statements as a hard copy or scanned copy instead.

Other lenders set their own statement formats and periods. Before requesting another document, check the chosen lender’s evidence rule. A broker using Bulma can read its quoted policy answer to confirm the accepted format and period.

Whichever route you use, keep your client in control of their own banking. Never ask for their password or a one-time code, and never log in for them. Every illion collection needs your client’s own permission, which they give on illion’s page before any statements are retrieved.

Escalate With Useful Evidence

When the same failure returns after these checks, escalate to illion support. Have the request reference, attempt times and a redacted error ready before you call. Call on the day it happens, because illion’s May 2025 Customer Terms say it keeps retrieval service logs for only 24 hours.

Details for the Support Enquiry

As at September 2026, illion’s Bank Statements FAQ lists 13 23 33 and +61 3 9828 3443 as its support numbers. Press 2 and then 2 again, between 7am and 7pm Australian Eastern Standard Time, Monday to Friday.

Give illion support these details when you call. They help support staff find your client’s attempt.

• The request reference, which is your referral code plus any unique identifier added to it.
• Your client’s bank and the account types affected.
• The date and time of each attempt.
• The exact error wording or a redacted screenshot.
• What you’ve already checked and what each check showed.

If you sent the request through a CRM or another broker platform, tell its support team as well. Lend’s knowledge base, for example, says Lend raises unresolved retrieval problems with illion support. While the enquiry is open, collect statements through an accepted alternative so the file keeps moving.

Check the Recovered Report

You’ve recovered when you hold a readable report that covers every account and the full period the lender needs. Compare the report with the application before you mark the statements as received.

• Every transaction, savings and credit account in the application appears.
• Each account’s start and end dates cover the period the lender needs.
• The report opens without errors, and every page is readable.

Once every account and month is there, the bank statement analysis guide explains how to review the transactions themselves. If an account is still missing, go back to the incomplete collection fix before you escalate again.