Current bank feed issues

On occasion, a bank feed can encounter an error that affects a large number of users with that bank feed - this is different to a bank feed error specific to just one user. Our bank feed provider, Yodlee, keeps us up to date with these known bank feed issues and we'll keep you posted on this page. You can also learn more about Yodlee, bank feeds and what to expect here: Expectations of our bank feed service

Note

If your bank feed is showing an error but doesn't fall under one of the following banks, check out our user guides: Troubleshooting bank feeds and Bank feeds with persistent issues. If you are still having any difficulties, please contact our support team for assistance!


There are known issues affecting the following bank feeds

Investigations in progress

UBank (Australia)

Transaction Errors

October 7, 2019

We have been receiving a number of reports from users that they are seeing errors on their UBank bank feeds.

Yodlee have just informed us that they believe the cause of this is due to a change in the UBank login page.

Yodlee are now working on updating the bank feed to cater to this change. We will let you know once we have more information.

Commerce Bank

409 or 403 errors

UPDATE: October 7, 2019

Yodlee are still searching for a solution for this issue. We don't have any ETAs yet but we will let you know as soon as we have more concrete information for you.

October 1, 2019

We have been seeing reports from users saying they are seeing a 403 or 409 errors on their Commerce bank feed.

Yodlee are actively looking into the cause of the issue and we will let you know once we know more.

PNC Bank

426 error

UPDATE: October 1, 2019

Yodlee have found that PNC have recently implemented multi-factor authentication and now require users to enter a passcode as part of login requirements.

If you haven't entered a passcode yet, or haven't been asked to enter a passcode, this may be the cause of the error.

Please let us know if you are still having issues.

September 24, 2019

We have been receiving reports from users that their PNC bank feed is failing with a 426 error.

Yodlee have been investigating and have found that PNC bank has been blocking some of their connections causing this error.

They have now elevated this to a wide spread issue status as they work with PNC Bank directly to restore their bank feed connections.

Capital One Credit Cards

Missing or unable to find accounts

UPDATE: September 24, 2019

Yodlee have made some more changes and we have been seeing the 414 errors clearing.

They have confirmed that all users that have Capital One Credit Cards feed added need to move to the Capital One bank feed as the Capital One Credit Cards feed has been merged with the Capital One bank feed.

Some users have been seeing their Capital One Credit Card feeds sync successfully as Yodlee have moved them to the Capital One bank feed in the back end, but we still recommend that anyone still using the Capital One Credit Card bank feed should remove this feed and add the Capital One bank feed instead.


UPDATE:  September 17, 2019

We have been seeing mixed results after the change over from Capital One Credit Cards to Capital One.

We have seen users manage to add the Capital One feed successfully and sync their accounts, but we have also seen users encounter a 414 (accounts not found) error.

We are opening individual investigations to see why this is happening and we will let you know as we find out more.

UPDATE:  September 6, 2019

We have been made aware of a change that our bank feed provider, Yodlee has made to the Capital one bank feeds. They say that they have shifted the Capital One Credit Cards feed support to a new feed named: Capital One. 

If you need to add the new feed, head over to the  Accounts > Account Summary page and add the new bank feed and then delete the old one. 

You'll need to search for  Capital One and then choose the option "Capital One - Bank, Loans, Credit Cards, and Mortgage".

Check out our Learn Centre to find out more about:

You should then be able to connect to your credit card accounts again.

If not, please leave the  Capital One bank feed added and we can investigate with Yodlee. This is a very recent update so we are still working through the kinks as we go.

September 6, 2019

We have been getting reports from users that the Capital one credit cards feed is unable to find their accounts.

Yodlee have now confirmed that this is a wide spread issue and they are working on a solution now.

We will update you next week when we have more news.

ANZ (Australia)

Site Temporarily Unavailable

UPDATE: October 7, 2019

Yodlee are releasing another update today, please let us know how a sync attempt goes over the next few days.

UPDATE: October 1, 2019

Yodlee say that they have an update due to be released mid this week. Please let us know how a sync goes in the days following the update.

UPDATE: September 24, 2019

We have been seeing more reports from users that the duplicate transactions have been removed.

Please let us know if you notice any new duplicates being created.

UPDATE: September 17, 2019

We continue to see reports of duplicate transactions and other irregularities for this feed and we, with Yodlee will continue to investigate the cause of this.

We will let you know once Yodlee have more information for us.

UPDATE: September 10, 2019

Over the past week, we have been receiving reports from users that they are seeing duplicate transactions.

We are continuing to investigate what is going on so please let us know if you are also seeing duplicates.

UPDATE: September 3, 2019

We have been receiving updates from users that they are now able to sync their feeds successfully. We are now viewing this as resolved but if you are still experiencing issues, please let us know.

UPDATE: August 20, 2019

We are seeing mixed results from our users. Some have been able to sync successfully, but others are still seeing errors.

Please let us know if you are one of those users still seeing an error and we can investigate further.

UPDATE: August 13, 2019

Yodlee are reporting this is resolved now, and we are getting similar reports from our users. Please let us know how a sync attempt goes.

UPDATE: August 6, 2019

Yodlee are releasing some changes today. Please let us know how a sync attempt goes after a few tries over the next few days.

UPDATE: July 30, 2019

We have been receiving mixed updates from our users about the state of this bank feed. We have a number of users who are now able to sync their feed, but we also have a number still encountering an error.

Please let us know if you are one of those people and we can open an investigation for your specific case.

UPDATE: July 23, 2019

We have been receiving reports from users who have been seeing 403 and 414 errors on their ANZ bank feeds. Yodlee are looking to things and estimate an update will be released at the end of this week.

Please let us know if you are still seeing errors next week and we will let you know if anything changes.

HSBC Bank (Australia)

False 402, 403 or 505 error

UPDATE: October 7, 2019

We have had a recent update from Yodlee and unfortunately we don't have good news.

Due to open banking talks happening in Australia Yodlee and HSBC (Australia) may be able to connect using APIs in the future, however development for that is still a long way off.

With that in mind we have decided to remove HSBC Bank (Australia) from our list of supported banks as the talks thus far have not yielded any ways for Yodlee to connect to HSBC (Australia) while Google re-CAPTCHA is still in place.

We appreciate that this isn't the ideal conclusion for this drawn-out issue, but we have decided it is best to remove access to this feed while a solution is still uncertain.

UPDATE: August 20, 2019

Yodlee have come back to us with an update.

They have been communicating with HSBC (Australia) to find out a path forward. HSBC has indicated that they are preparing to have an API available in the future so that aggregators like Yodlee can have a direct connection. This being said, the availability of an API is still a long way off.

In the meantime, Yodlee are looking to see if HSBC (Australia) have a way for them to still have a successful connection until the API is available.

Plans between banks and Yodlee can take a long time to solidify so we are unsure if a decision will be made soon, or at all, so we have decided for the moment to remove HSBC (Australia) from our list of supported banks.

Existing users with HSBC (Australia) feeds connected will still be able to try and sync their feeds, but HSBC (Australia) will not be shown as an option when adding a new bank feed.

I'm really sorry we don't have more positive, or more certain news for you.

We will let you know as soon as we have an outcome for the negotiations between HSBC (Australia) and Yodlee.

UPDATE: July 3, 2019

Thank you for your patience while we continue to seek a resolution to this investigation. For now, we are continuing to see 505 errors occur, due to the use of reCAPTCHA. We have yet to receive any updates regarding talks between Yodlee and HSBC (Australia).

We would encourage any HSBC (Australia) customers who haven't previously reached out to HSBC to contact them using the channel stated in our previous update, to bring their attention to this important issue that is impacting HSBC (Australia) users adversely.

We appreciate your understanding during this lengthy process, and apologize for the continued interruption to this bank feed.

UPDATE: June 4, 2019

We continue to see 505 errors due to the use of reCAPTCHA and we continue to wait to see how the talks between Yodlee and HSBC (Australia) turn out.

We urge anyone who hasn't contacted HSBC (Australia) using the channel highlighted in our previous update to contact them now so HSBC can see that this issue is still important and affecting their users adversely.

Thanks to everyone who has contacted and will contact HSBC in the future.

UPDATE: May 22, 2019

The HSBC connection is still unavailable, and we’d like your help to get this resolved.

HSBC are aware of this issue and are in discussions with our bank feed provider, Yodlee, to find an approach to support Yodlee’s service, while maintaining HSBC’s cyber security needs.

But we could use your help to push this process along and make HSBC act faster: You can contact HSBC to let them know how much this affects you as a customer of HSBC and PocketSmith.

You can contact them through their website at: https://www.hsbc.com.au/help/contact/

Select: Email Personal Banking.
In the Your Comments section, select:
To: Internet Banking
Subject: System Access Enquiry

Advocating for how much you value the PocketSmith service and requesting they work faster to resolve the issue will go a long way to getting this issue resolved.

Your help is highly appreciated because the more customers that contact HSBC, the more likely they’ll help Yodlee get this issue resolved. We’ve had great success with past customer campaigns to change the behaviour of banks. It’s your data and you should be in control of deciding who can access it on your behalf.

Thank you! Please let us know if you have any questions.

UPDATE: May 16, 2019

Yodlee are having some promising talks with HSBC, we will let you know once we have word of any decisions they make.

Thanks for you continued patience.

UPDATE: April 29, 2019

Thanks for your continued patience. We are continuing to work with Yodlee to find a solution for this, but we need your help.

As an HSBC customer who wants to use the bank feed system in PocketSmith, you can contact HSBC Bank directly to request that they adjust the CAPTCHA feature to allow Yodlee access by calling on 1300 308 008 (or +61 2 9005 8220 from overseas) or by contacting them through the HSBC website

UPDATE: April 18, 2019

Over the past few days we started getting reports of users seeing 403 and 505 errors again. Unfortunately Yodlee have confirmed that this is because Google reCAPTCHA was being triggered on the new URL that they had moved to, to resolve the same issue a few weeks ago.

Yodlee have let us know that they are working with HSBC (Australia) to find a resolution and we will let you know once we have more details.

UPDATE: April 5, 2019

Yodlee have now confirmed that they have made changes which have resolved the 505 error.

If you are still seeing any errors please let us know and we can investigate further.

UPDATE: March 29, 2019

We have had some users report that they are able to sync their HSBC (Australia) bank feeds now.

Yodlee haven’t officially confirmed this is resolved yet, so please give syncing the HSBC (Australia) feed a go and let us know if you are still seeing an error.

We will update you once Yodlee can verify if this has been resolved.

UPDATE: March 22, 2019

We are still seeing Google reCAPTCHA affecting users, some more persistent than others. While we are not able to provide any solutions at the moment, we are still seeking alternative methods to get around the reCAPTCHA requests.

We hope to have more news for you soon.

UPDATE: March 15, 2019

Since this was first reported, we also got reports of users seeing 505 errors.

Yodlee have found that the 505/403 and 402 errors are caused by HSBC Bank (Australia)'s intermittent use of Google reCAPTCHA. Unfortunately this particular security process blocks Yodlee from accessing the data required for bank feeds.

We're continuing to investigate to see if there's more we're able to do in order to offer a more reliable connection for HSBC Bank (Australia) again. For now, as reCAPTCHA is reportedly only being used intermittently, Yodlee have suggested that you may be able to achieve a successful sync upon multiple attempts.

March 8, 2019

We have been getting reports from users that they are suddenly seeing false 402 or credential errors. We are also seeing some users fail with a 403 or connection error. We don't know what the case of the errors are yet but we have now opened an investigation with our bank feed provider, Yodlee to find out more.

We will be in touch once we hear from them.

Heritage Bank (Australia)

Site Temporarily Unavailable

UPDATE: October 7, 2019

Yodlee are sending some more updates out over the next couple of days. Please get in touch and let us know how the next sync attempts go in the days that follow.

UPDATE: October 1, 2019

Yodlee are anticipating they will have an update released in the next day or so. Please try syncing your Heritage Bank feeds in the following days and let us know how it goes.

UPDATE: September 24, 2019

Yodlee are still to track to release the changes at the beginning of October.

We'll update you again next week to let you know once it is released.

September 10, 2019

We are seeing mixed results from our users, half of them are still experiencing issues. If you are one of them, we're sorry about the continued inconvenience.

Yodlee continue to investigate further and expect their next update to be at the beginning of October. We'll let you know if anything changes regarding this tentative ETA.

September 3, 2019

Yodlee are still on track for change to be released over the next day. Please let us know how a sync attempt goes in a couple of days.

August 27, 2019

Yodlee have let us know that they have more updates due to be released next week. I'm sorry about the continued wait, we'll let you know if anything changes.

August 20, 2019

Yodlee have some more changes in the pipeline, due to be released in the coming days. Please let us know if you are still seeing errors after this next sync attempt.

August 13, 2019

Yodlee are still on track to release their updates over the next couple of days.

Please let us know how a sync attempt goes.

August 6, 2019

Yodlee continue to make changes to solve this issue. They believe they will have some more changes mid next week. We'll let you know if that ETA changes.

July 30, 2019

Yodlee have let us know that they are on track to release the planned updates at the end of this month. Please let us know how a sync attempt goes once the month of August begins.

July 10, 2019

Yodlee have encountered some more difficulties, and have had to update their tentative ETA to the end of July.

I'm sorry about this continued delay. We will be in touch if anything changes.

July 3, 2019

Thank you for your patience.

Yodlee have let us know that the tentative ETA for this investigation is expected for 5 July, 2019.

We will keep you updated with any new information.

June 18, 2019

We have been receiving reports from Yodlee and from our users that Heritage Bank (Australia) is producing errors.

Yodlee are working on a solution but they say it may take until early July. We will let you know if this tentative ETA changes.

Recently resolved

Kiwibank (New Zealand

Site Temporarily Unavailable

UPDATE: October 1, 2019

We have been seeing an increase of users reporting that they are now about to sync their Kiwibank feeds successfully.

We believe this is now resolved, but if you are still seeing any errors, please let us know.

UPDATE: September 24, 2019

Thanks for your continued patience while we look into this.

While we don't have any specific information, we continue to work with Yodlee to find a solution and hope to have more updates soon.


UPDATE: September 17, 2019

We continue to see reports of errors for this site and Yodlee is still looking into the cause of these errors.

We'll let you know as we learn more.

UPDATE: August 27, 2019

Yodlee have released some updates that they think will fix the issue. Please try to sync your Kiwibank feed and let us know how things go.

August 20, 2019

We have had reports from users that they have been seeing a variety of errors on their Kiwibank credit cards feed, among them ones which indicate a task needs to be completed within the Kiwibank online banking interface.

Yodlee have now found that these errors are false and that it appears to be a site wide error which they are investigating now.

They say that they will release some changes by the end of the week so please let us know how a sync attempt goes over the weekend.

America First CU

409 or 429 errors


UPDATE: September 24, 2019
Yodlee have been reporting the issue is now resolved. We have been getting reports back from our users confirming this.
If you still see any errors, please let us know and we can investigate further.

September 17, 2019

We have been seeing reports from users of 409 or 429 errors affecting this bank feed.

Yodlee have also registered this as a widespread issue and they are searching for a solution now.

We will be in touch once we have any updates.

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