Troubleshooting feed errors
On occasion, feeds encounter errors that are beyond our control. Errors are not commonplace, but unfortunately, they do happen!
Thankfully - we've got you covered! Everything you need to know about addressing known issues for each of our data providers is explored in further detail below.
In this user guide
Due to the current state of feed aggregation, feeds occasionally run into errors or experience issues with correctly fetching transactions.
To help with this, we recommend logging into your PocketSmith account at least once every 28 days to ensure continuous data in your account. For more detail, see Keeping your feed up-to-date in PocketSmith.
If any transactions are not imported, please head to the Feeds page (Manage > Feeds) to check your connections for error messages. Helpfully, most error messages contain specific instructions to address the issue quickly.
The Feeds page provides an overview of; which feeds have been added to your PocketSmith, the accounts linked to the feed, and insights into recent sync activity.
Which data provider is supporting my feed?
We support feeds from data providers: Yodlee, Akahu, Salt Edge, and Plaid. Each of these has different troubleshooting methods when errors occur. To start troubleshooting, you will first need to confirm which data provider is supporting your feed.
If you're not sure which data provider your feed comes from, please head to the Feeds page (Manage > Feeds), and click the three-dot menu on the affected feed. You will then be able to find the appropriate troubleshooting guide below.
Issues with feeds via Yodlee
The majority of our feeds come through Yodlee, a third-party feed aggregator who is a leader in this industry.
For troubleshooting any feed errors on a Yodlee connection, please check out this guide here: Troubleshooting Yodlee feeds
For more information about our data provider Yodlee, please check out: About Yodlee, our global data partner
Issues with feeds via Akahu
Our data provider, Akahu, is New Zealand's open finance platform. Akahu makes it simple to access the data that organizations hold about you, and to share that data with trusted third parties like PocketSmith. Akahu connections are currently available to users with NZ-based banks.
For troubleshooting any feed errors on an Akahu connection, please check out this guide here: Troubleshooting Akahu feeds
For more information about our data provider Akahu, please check out: About Akahu, our New Zealand data partner
Issues with feeds via Salt Edge
Salt Edge is our UK/EU-specific Data Partner. Salt Edge is an FCA-registered aggregator that securely provides PocketSmith with bank account and transaction data, with your consent. It's an elegant and transparent solution that adheres to the PSD2 Open Banking regulations.
For troubleshooting any feed errors on a Salt Edge connection, please check out this guide here: Troubleshooting Salt Edge feeds
For more information about our data provider Salt Edge, please check out: About Salt Edge, our UK/EU data partner
Issues with feeds via Plaid
Plaid is our data provider for connecting to banks within North America. Plaid allows us to offer more reliable feed connections, and they will make Open Banking connections available to us when banks support open banking.
For troubleshooting any feed errors on a Plaid connection, please check out this guide here: Troubleshooting Plaid feeds
For more information about our data provider Plaid, please check out: About Plaid, our North America data partner
On occasion, a feed can encounter an error that affects many users with that feed - this is different from an error that is specific to just one user.
Please head to the Feeds page (Manage > Feeds) to check for any ⚠️ Provider Notices ⚠️ on your connection if you are experiencing errors.
If you don’t see any Provider Notices, please follow the above guides for troubleshooting other errors.