From your post, it looks like you’re on the older banking system offered by Cater Allen. This system, unfortunately, doesn’t support Open Banking.
You should receive a notification from the bank once they’ve moved you to the new system, which will then allow you to use the bank feeds.
However, we are aware of an authentication issue, where you need to use your Customer ID to login and authenticate the process.
The only ones who can change what system your account is on, would be Cater Allen themselves unfortuantely.