Troubleshooting bank feed errors

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 😇 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 main 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 them.

Support for UK and EU bank feeds (Salt Edge)

Support for UK and EU bank feeds connected via our alternative provider, Salt Edge, is provided by Salt Edge's own support team.

For details on how to troubleshooting and reporting an issue, please see Issues with Salt Edge bank feed connections

Connection errors

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 attaching 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 users 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.

Credential errors

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 capitalisations, 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.

If you are still experiencing a 402 error, even after the above checks, please get in in touch with the PocketSmith support team so that they can begin the investigation process.

User action required errors

409, 427, 428, 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.

If there are still errors, please inform the PocketSmith support team for further investigation.

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.

Authentication errors

522, 523, 525 (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.

Contact PocketSmith support if there are still issues.

505 (Authentication error)

A 505 error usually occurs if a bank feed site intermittently uses Google ReCAPTCHA as a security measure.

If you encounter this error, try re-syncing the bank feed a couple of times. If the error persists, please get in touch and our Bank Feeds Team will investigate further.

508 (Request Timed Out)

These are usually temporary issues that are caused by syncs taking longer to complete than expected (over 5 minutes). 

A 508 error will often resolve itself after 15 minutes but it sometimes needs a bit of a push to remove it! This is because the account, in most cases, has been able to sync in the background, but it is still "stuck" in error mode. 
To check whether the account has been able to sync and to clear the 508 error,  click the Account Status button. This button checks to see the latest status from Yodlee and will clear the error if the account has in fact been able to successfully sync.

If you still see a 508 error after this, please  get in touch.

Things to avoid while we are looking into an issue

After you have contacted PocketSmith support, we ask you to leave the bank feeds reported in place 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 investigate 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. However, more complex issues can take much longer to resolve, we go into more detail about this here:   Expectations of our bank feed service

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