enable.me clients - Troubleshooting bank feed errors
🚧 Work in Progress 🚧
Our Learn Centre is being updated to reflect our newly rebuilt bank feeds platform, Data Connections. The guide you're looking at may reflect these changes, or it may still need updating.
If the Bank Feeds page (Accounts > Bank Feeds) is not available on your PocketSmith Account, you will first need to migrate to the Data Connections bank feed platform.
If you've migrated to Data Connections, but you haven't been able to find the solution you're after, please get in touch with us!
On occasion, bank feeds encounter errors that are beyond our control. This is not commonplace, but unfortunately, they do happen. This is why PocketSmith has a dedicated team to diagnose and address these issues 😇 enable.me also have a great support team on board to diagnose too!
In many cases, the errors are temporary, but persistent errors do sometimes occur and require investigation by our bank feed provider, Yodlee.
Below, we explain some of the more common errors in more detail and how to troubleshoot them. However, for more information about expectations of bank feeds, please read: Expectations of our bank feed service
In this user guide
Causes of bank feed errors
The bank feeds are generally stable and reliable, however, our bank feed provider ( Yodlee) supports a vast number of institutions globally, and there may be connectivity issues from time to time. Many of these are temporary, but some require investigation in order to resolve their root.
401, 403, 412, 413, 415 (Problem updating account)
These are often temporary (~24 hours) errors which will disappear if you wait for 5-10 minutes and then try syncing the bank feed again.
However, if they persist, please contact PocketSmith support and let us know which bank feeds are experiencing issues.
414 (Requested account type not found)
If you do not have any account/s of this type, feel free to click "Remove bank feed" to clear the error.
If you do have an account for this account type, please try re-syncing the bank feed first to make sure that the error isn't temporary. To do this, click the "i" icon to the right of the Ignore this feed type link and click Attempt sync in the popup.
If this doesn't work, get in touch with PocketSmith support and attach a screenshot showing the account listing from your online banking website.
507 (Beta feed)
This bank feed is still in development by our bank feed provider. When constructing a new bank feed, it is put through a beta test stage, during which you will probably not be able to make a successful connection.
Please contact PocketSmith support to let us know that you would like to use this bank feed - we will inform Yodlee that another user is requesting full development.
402 (Credential verification required)
Errors of this variety generally mean that the banking credentials have been entered incorrectly. Enter your credentials again very carefully, making sure you have included all the correct capitalizations, special characters, etc. Occasionally, the browser may try to auto-fill the information, or a password vault application (e.g. 1Password or LastPass) will interfere, so disable these while on PocketSmith if possible.
Check if the login process or your online banking website has changed - there may be a new URL or a new layout to the website which is causing the error. If there have been any website changes, please let the PocketSmith support team know.
User action required errors
409, 427, 482, 429 (Information verification)
These errors are usually caused when a bank requires the user to view marketing information or verify details upon logging in to their website. Log in to your online banking website and navigate to each of your transaction listings. If there are any messages from the bank, please check and attend to any necessary requests. Once this is done, return to PocketSmith and sync the bank feeds manually.
407 (Locked at bank)
This error occurs if you have been locked out of your online banking. You will need to contact your bank directly to unlock your online banking. Once access has been restored, update the credentials for the bank feed in PocketSmith.
406 (Password expired)
This error indicates that your password for your online banking has expired. You will need to log in to your online banking website to update the password, then return to PocketSmith and update the credentials for your bank feed in PocketSmith.
416 (Multiple logins)
This error indicates that you were logged into your online banking at the same moment your bank feed in PocketSmith also attempted to refresh. For this reason, we recommend that users are not logged in to any banking websites when they log in to PocketSmith.
522, 523 (Authentication incorrect or timed out)
Bank feeds that require MFA (Multi-Factor Authentication) generally allow up to 120 seconds for the requested information to be entered. This may be sent or generated by text messages, emails, graphic display or netguard devices.
These errors indicate that the security information was incorrect or was not entered in the time available. Re-sync the bank feed and try again.
508 (Request Timed Out)
These are usually temporary issues that are caused by syncs taking longer to complete than expected (over 5 minutes).
Things to avoid while we are looking into an issue
After you have contacted PocketSmith support, we ask you to leave the affected bank feeds as they are so that we can investigate the problem.
- Please do not delete the affected bank feed - errors and all!
- Please do not add additional sets of credentials for the bank feed
Yodlee's investigations are held up if any of the above occur. Other than this, you are able to continue using PocketSmith as normal. If you need to have recent transactions available in PocketSmith, you can still import bank files into your PocketSmith account.
While Yodlee investigates the issue you can manually upload bank files.
How long does it take to resolve an error?
There is no easy way to predict how long it will take for Yodlee to resolve a bank feed issue. Most issues are resolved within 7 to 10 working days. However, more complex issues can take much longer to resolve, we go into more detail about this here: Expectations of our bank feed service
Who to contact for help - PocketSmith or enable.me?
Both PocketSmith and enable.me have support teams available to help you! However, due to enable.me PocketSmith accounts being slightly different from regular PocketSmith accounts, some queries relating to enable.me specific features are best directed to enable.me on on [email protected].
For bank feed issues in particular, most questions can be directed to either team! However, some issues can only be handled by PocketSmith. If you encounter an error like this but have contacted enable.me, they'll be able to refer you on to us.
If you'd like to learn more about the differences between an enable.me PocketSmith account and a regular PocketSmith account, check out: enable.me clients - A PocketSmith guide.