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

Heritage Bank (Australia)

Site Temporarily Unavailable

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.

Macquarie Bank

403 and 414 Sync Errors

UPDATE: June 18, 2019

Yodlee have made some changes to solve the issue. We have been getting reports from Yodlee confirming they can sync successfully again.

If you are still seeing an error, please let us know and we can continue to investigate.

June 12, 2019

We have been noticing a large number of users failing to sync due to a 414 error.

We have been informed by Yodlee and they have identified that there has been a change in the Macquarie site that they need to accomodate for.

We will be in touch once Yodlee have more news.

Boeing Company 401K(Investments)

403 Sync Errors

June 18, 2019

Yodlee continue to investigate this issue.

They don't have an ETA yet but we will let you know once we have news.

June 12, 2019

Yodlee have found that a number of users are failing with a 403 error due to technical issues.

They are now working towards a solution and we will let you know once we have more information.

AMP (Banking)

403 Sync Errors

June 12, 2019

Yodlee are unfortunately still seeing errors after the changes released at the end of last week so they are continuing to search for a solution.

They predict that this may take a few weeks as it is more complicated than first thought. We will let you know once Yodlee have more news.

June 4, 2019

We have been receiving reports that AMP(Banking) users are seeing 403 errors.

Yodlee have verified that this is what they are seeing and they are currently working towards a solution. They say that they will be releasing an update at the end of the week so please try a sync attempt and let us know how you go.

We will be in touch if anything changes.

Commonwealth Bank CBA (Australia)

Site Temporarily Unavailable

UPDATE: June 18, 2019

Yodlee continue to be on track for their ETA of 06/30/2019. We'll let you know if anything changes.

UPDATE: June 4, 2019

Yodlee have updated their ETA to 06/30/2019. We're really sorry about this additional delay.

We haven't had any details as to why this is the case so we will follow up with Yodlee and will let you know once we have more news.

May 16, 2019

We have been informed by Yodlee that Commonwealth Bank CBA (Australia) started to show an error on 03/22/2019.

Yodlee hope to have this resolved by 05/31/2019 as a tentative ETA but we will let you know if this changes as Yodlee assess their progress.

ANZ (Australia)

Site Temporarily Unavailable

UPDATE: June 18, 2019

Thank you for your patience while we've been looking into this. We've been hearing reports that ANZ Bank feeds are now syncing as expected.

If any issues persist after multiple sync attempts, please let us know.

UPDATE: June 11, 2019

We have been seeing a variety of errors, most frequently 402 and 414 errors. We've also been seeing transaction issues such as duplicate or missing transactions occurring.

Please get in touch if you are affected by these ANZ bank feed issues.

UPDATE May 29, 2019

Yodlee are no longer seeing users with 403 errors. However, we are still seeing some users reporting issues with ANZ transactions. If you are experiencing this please let us know and we can investigate further.

UPDATE May 22, 2019

Yodlee are still seeing a number of users with 403 errors for ANZ (Australia). They are continuing to work on this and we will let you know once Yodlee have more news.

UPDATE May 16, 2019

Yodlee have updated their investigation and now believe that a resolution will be found by the end of the week. This is a very tentative ETA so we will continue to monitor the situation and please let us know if you still see errors next week.

May 1, 2019

We have received an update from Yodlee letting us know that the ANZ (Australia) site will be unavailable between 04/30/2019 and 05/02/201.

Yodlee are aware of this and will monitor the situation as it progresses. We will let you know once Yodlee have any updates

RaboDirect (New Zealand) and Rabobank (New Zealand)

Site change

UPDATE: June 18, 2019

Yodlee continue to work on finding the missing transactions in RaboDirect (New Zealand) and Rabobank (New Zealand).

We'll be in touch once we have more news.

UPDATE: June 12, 2019

Thanks for your continued patience while Yodlee continue looking into things.

We are starting to see some users sync successfully but they are missing transactions.

Yodlee continue to make changes to the RaboDirect (New Zealand) and Rabobank (New Zealand) to solve this new problem.

UPDATE May 29, 2019

Yodlee continue to make changes to the RaboDirect (New Zealand) and Rabobank (New Zealand) bank feeds to get them working again.

Thanks so much for all your help so far. We will let you know once Yodlee have another update or request.

UPDATE May 22, 2019

Some users have been reporting that the errors on the RaboDirect (New Zealand) and Rabobank (New Zealand) bank feed shave started to clear, however we have also been told that although it is syncing, they are missing transactions or the bank feed is not finding specific accounts.

We will continue to work with these users to sort things out and please get in touch if you are seeing anything different.

UPDATE May 16, 2019

We continue to see errors, but Yodlee are still trying to accomodate for the changes made to the site a few weeks ago.

We'll let you know once we hear any more news.

May 1, 2019

We have received reports that RaboDirect (New Zealand) and Rabobank (New Zealand) are formalising their relationship to each other by merging their online banking sites. This is what is causing the 403 errors to show on your feeds.

We have alerted Yodlee to this and they are working on accomodating for these changes.

The RaboDirect (New Zealand) and Rabobank (New Zealand) bank feeds will remain separate as separate login options will be maintained so nothing will need to be done on your end until a resolution is found..

We will let you know once the updates are complete

Westpac (New Zealand)

412 error

UPDATE: June 18, 2019

We continue to see various errors being reported by users.

We will continue to investigate and will let you know as things change.

UPDATE: June 12, 2019

We have started to see users report that they are able to successfully sync the Westpac (New Zealand) feed.

We are also seeing users report 402 errors and incidents of incorrect transactions.

We continue to investigate further and we will be in touch once we have more news.

UPDATE: June 4, 2019

Yodlee report that they are also seeing wide spread issues for Westpac. They estimate that they will have a solution by the end of the week.

As this is a very tentative ETA we will let you know if anything changes.

UPDATE May 29, 2019

We have been getting reports from users that they are now seeing 402 (credential) errors on this feed. We have found some users have managed to get the feed to sync after updating their credentials.

You can do this by following the instructions in the user guide: Change the credentials for my bank feed.

If you are still seeing an error, please let us know and we can continue to investigate.

UPDATE May 16, 2019

Yodlee are now reporting that this issue has been resolved and we are getting similar reports from users. Please let us know if you are still seeing an error and we can investigate further.

May 1, 2019

We have been received an update from Yodlee letting us know that the Westpac site will be unavailable between 04/30/2019 and 05/02/2019.

Yodlee are aware of the interruption, and are currently looking further into this. We will let you know once they get back to us with any updates.

BMO Financial Group (Canada)

412 error

UPDATE: June 12, 2019

We have been getting reports from Yodlee that they have made some changes. We have seen some users successfully sync but we have also had others still encounter errors.

Yodlee will continue to make changes and we will let you know once we have more information.

UPDATE: June 4, 2019

Yodlee continue to see errors on their end so they continue to search for a solution.

Im sorry about the continued disruption. We will let you know once Yodlee have any new updates.

UPDATE May 29, 2019

After users had tried to sync their feeds last week, we saw that 412 errors continued to occur. Yodlee have since changed their ETA for early next week.

Could you please try to sync the feed again next week and let us know how things go? We really appreciate your help.

UPDATE May 22, 2019

Yodlee have updated their ETA again for the end of this week. We will let you know if this changes, but please test your BMO Financial Group (Canada) feeds and let us know if you still see errors.

UPDATE May 16, 2019

Yodlee have updated their investigation and now believe that a resolution will be found by the end of the week. This is a very tentative ETA so we will continue to monitor the situation and please let us know if you still see errors next week.

May 1, 2019

We have been received an update from Yodlee letting us know that the BMO site was unavailable between 04/28/2019 and 04/30/2019.

Yodlee are aware of the interruption, and are currently looking further into this. We will let you know once they get back to us with any updates.

CIBC (Canada)

401/409 error

UPDATE: June 18, 2019

We have been seeing users sync their CIBC (Canada) feed successfully now.

If you are still seeing an error, please let us know and we will continue to investigate.

UPDATE: June 12, 2019

We are still seeing some users report errors on their CIBC bank feeds so we are continuing to work with Yodlee to find a solution.

Our apologies for the continued disruption.

UPDATE: May 29, 2019

We are still seeing some users with 403 errors, so we will continue to monitor the situation and work with those still affected.

Thanks for your continued patience.

UPDATE: May 22, 2019

We have been getting reports from Yodlee saying they have successfully restored the bank feed connection to CIBC (Canada).

We have been getting reports from users saying the same, but please let us know if you are still seeing a error.

UPDATE: May 16, 2019

Yodlee have let us know that they are detecting that CIBC is actively blocking Yodlee's connection attempts.

They are currently trying to contact CIBC to work on a solution with them. We will be in touch once Yodlee have more news.

May 1, 2019

We have been receiving reports from users that they are seeing 401 and 409 errors on their CIBC bank feeds.

Yodlee are investigating this technical issue. We will let you know once they get back to us with any updates.

Capital One (UK)

Site Temporarily Unavailable

UPDATE: June 18, 2019

Yodlee continue to be on track for their ETA of 06/30/2019. We'll let you know if anything changes.

UPDATE: June 4, 2019

Yodlee have updated their ETA to 06/30/2019. I'm really sorry about the continued inconvenience.

We haven't had any details as to why this is the case so we will follow up with Yodlee and will let you know once we have more news.

UPDATE: May 16, 2019

Thanks for your patience while Yodlee have been investigating. Yodlee have been in touch and have updated the investigation.

They now believe that they will be able to find a solution by 05/31/2019. This is a very tentative ETA so we will let you know if this changes as Yodlee evaluate their progress.

May 1, 2019

Yodlee have contacted us to let us know that that the Capital One (UK) - credit cards site was unavailable between 04/22/2019 and 04/29/2019.

Yodlee are aware that the bank feed continues to show an error and they are currently looking further into this. We will let you know once they get back to us with any updates.

HSBC Bank (Australia)

False 402, 403 or 505 error

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.

First Direct (UK)

403 error

UPDATE: June 18, 2019

Yodlee have been reporting that they have solved the issue now and users have been reporting that they have been able to sync the First Direct (UK) feed successfully.

If you are still seeing an error, please let us know and we can investigate further.

UPDATE: June 12, 2019

We have been getting reports from Yodlee that they have resolved the issue and we are getting similar reports from our users too.

Please let us know if you are still seeing errors and we will continue to investigate.

UPDATE: June 4, 2019

Yodlee continue to investigate this issue. We have had an influx of users contacting us, newly affected by the error. This is because the site update appears to be a rolling update, where users are moved to the updated site in waves.

This rolling nature might be why the updates have been so hard to accomodate for. We have let Yodlee know about this and we will let you know once we have more news.

UPDATE: May 29, 2019

We continue to work with Yodlee to find a solution for this error. They don't have anything significant to report but we will let you know once they contact us again for further testing.

UPDATE: May 22, 2019

We have had an update from Yodlee saying that they releasing some updates over the next couple of days.

Could you please try to sync your First Direct (UK) bank feed tomorrow and the next day and let us know how things go? If you are still seeing an error we can continue to investigate.

UPDATE: May 16, 2019

Yodlee are continuing to investigate this issue, we will let you know once we have more details.

UPDATE: April 29, 2019

Yodlee have let us know that they have finished accomodating for the form update and have been getting reports from users that they are able to successfully sync.

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

April 12, 2019

We have been receiving reports from users that they are seeing 403 (connection) errors on their First Direct (UK) bank feeds.

We have also been told by some that First Direct has recently updated their site.

We have now opened an investigation with Yodlee and we will let you know once they get back to us.


Recently resolved

Nevada State Bank

403 Sync Errors

June 12, 2019

We have had reports from Yodlee that this issue is now resolved.

Please let us know if you are still seeing an error and we can continue to investigate.

June 4, 2019

We have been receiving reports that Nevada State Bank users are seeing 403 errors.

Yodlee have verified that this is what they are seeing and they are currently working towards a solution. We don't have any ETAs as yet but we will let you know once progress is made.

Bank of Queensland (Australia)

403 Sync Errors

UPDATE: June 12, 2019

Yodlee have informed us that they have resolved this issue. We have also seen similar improvements reported by our users.

If you are still seeing errors, please let us know and we will continue to investigate.

June 4, 2019

We have been receiving reports that Bank of Queensland (Australia) users are seeing 403 errors.

Yodlee have verified that this is what they are seeing and they are currently working towards a solution. They say that they will be releasing an update at the beginning of next week so please try a sync attempt and let us know how you go.

We will be in touch if anything changes.

ASB Bank (New Zealand)

505 error

UPDATE: June 12, 2019

Thank you for your patience while we've been looking into this. We've been hearing reports that ASB Bank feeds are now syncing as expected. In some cases, multiple sync attempts may be required in order to clear the 505 sync error.

If any issues persist after multiple sync attempts, please let us know.

UPDATE: June 4, 2019

We have seen a sudden increase of 505 errors again, and some instances of 525 errors. We are urgently investigating the issue with Yodlee, and will keep you updated as the situation develops.

UPDATE: May 16, 2019

We've seen some improvements in the ASB bank feed:

'Bank' and 'Credit Card' account types are now successfully syncing most of the time, though with some intermittent 403 or 505 sync errors. The 'Loans' account type is unfortunately running into these errors more consistently.

However, we are seeing successful syncs across the board after multiple attempts, so please try two or three additional syncs if you see these errors, and we expect the feed to sync successfully.

Please get in touch if your ASB bank feed doesn't sync even after multiple attempts.

UPDATE: May 3, 2019

We have some promising news for you on the ASB front!

The changes we have been working on with Yodlee have succeeded and we are now starting to see some ASB feeds syncing successfully, and see this as a good sign of resolution for all our customers’ feeds.

You may have also received an email from ASB alerting you that a “login was attempted from a new device or location”. This is a new notification that is triggered when your bank feed is linked to Yodlee.

We are continuing to monitor the situation, so please log into your PocketSmith account and let us know if you are able to successfully sync your ASB feeds.

We have seen that some users fail to sync the feed the first try but on subsequent attempts it is successful. We suggest you try to sync a few times.

UPDATE: April 29, 2019

We are continuing to work with ASB and Yodlee on their respective plans to resolve this issue. We are communicating with them regularly so we will let you know as soon as we have any significant updates for you.

Thanks so much for your continued patience.

UPDATE: April 12, 2019

Yodlee is still working on implementing the workaround from ASB. While we wait for their response, we are also working to establish a direct feed with ASB. This is a work in progress and may take a little time to complete, but we're on the path.

UPDATE: April 4, 2019

We are remaining very active in our communication with both ASB and our bank feed provider, Yodlee, to maintain technical clarity and a sense of urgency across all parties. However the solution ultimately relies on ASB and Yodlee, so an estimated date of resolution is beyond our scope to offer, as we have not received a timeline from them ourselves.

UPDATE: March 29, 2019

Yodlee is making progress toward resolving the issue, given the possible workaround from ASB. We're continuing to work with both parties to get the issue resolved, and will update you when we know more.

UPDATE: March 22, 2019

Yodlee have made some changes but they are still verifying things along with ASB on their end.

We hope have some news for you soon once this has been done.

UPDATE: March 11, 2019

We've had a productive conversation with ASB. While they didn't have any immediate solutions for us, they've suggested a workaround which would theoretically solve the problem. We've conveyed this information to our upstream provider who has the power to implement it, and will keep you updated.

UPDATE: March 8, 2019
Thanks for continuing to hold on while we try to resolve this issue.
Yodlee advises us that while they are earnestly seeking a meeting with ASB to explore solutions, ASB have not responded to multiple requests to engage. In the meantime, Yodlee are working independently on alternative solutions for re-establishing feeds to ASB.
We’d like to extend our thanks to those of you who have been in touch with ASB about your feeds. The standard response has gone from “The error is occurring on the PocketSmith application and not on our side of things“ to “we will be contacting Pocket Smith to see if we can come to a resolution of your issues in regards to your Bank feed”.
Please keep it up! We’ve reached out a number of times as well, and we hope that a fruitful conversation is just around the corner. You can see the tweets to ASB, along with ASBs responses, here: https://twitter.com/search?f=tweets&q=asbbank%20pocketsmith&src=typd .
ASB have also said in emails to ASB customers that “The information on PocketSmith website is incorrect and our Bank has advised them of this”. We can confirm that to the best of our knowledge, the information on our website is correct (we assume they’re referring to our description of reCAPTCHA being the issue), and that it is untrue that they have advised us of what’s incorrect as they haven’t been in touch.

We know that it’s frustrating that there haven’t been any significant developments to report yet. Rest assured, we are doing what we can, and we’ll be sure to reach out when we have an update for you.

UPDATE: February 27, 2019

Thank you for your patience while we continue to investigate this issue! An apparent change to ASB Bank's use of Google reCAPTCHA is unfortunately continuing to result in '505' and '403' sync errors for ASB bank feeds, for now. 


We have no significant updates to report at this time, but we are continuing to work with Yodlee to try to reach a solution with ASB. Thank you to everyone who has reached out to ASB directly, we'll keep you posted with further developments.

UPDATE: February 18, 2019

We have found that ASB's online banking site is asking for Google reCAPTCHA Multi Factor Authentication. Unfortunately, this particular security process is not supported by Yodlee, resulting in the sync error. Yodlee have escalated the matter for urgent investigation. 


As an ASB customer who wants to use the bank feed system in PocketSmith, you can contact ASB Bank directly to request that they adjust the reCAPTCHA feature to allow Yodlee access by calling on 0800 803 804 (NZ) or +64 9 306 3000 (overseas) or by contacting them through the ASB website.


Our team at PocketSmith is also trying to advocate on behalf of our users to ask ASB to allow access to the bank feeds once again.

We hope to have news for you soon but it could take some time for Yodlee and ASB to make any decisions.

February 12, 2019

We have been getting reports that ASB bank is showing a 505 error.

505 errors usually indicate that Yodlee have found that the bank now uses a security measure that they are unable to support. We have contacted Yodlee to verify if this is the case and we will let you know once we hear back from them.

Great Lakes (Educational Loan)

409 error

UPDATE: June 4, 2019

Yodlee have been seeing that Great Lakes (Educational Loan) users are now syncing successfully. We have been seeing the same thing on our end, but if you are still seeing an error, after a sync attempt, please let us know and we can investigate further.

UPDATE: May 16, 2019

Yodlee are continuing to investigate this issue, we will let you know once we have more details.

May 1, 2019

We have been receiving reports from users that they are seeing errors on their Great Lakes (Educational Loan) bank feeds.

Yodlee are investigating this technical issue. We will let you know once they get back to us with any updates.


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