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

American Express Cards (Credit Cards)

Site Temporarily Unavailable

UPDATE: August 13, 2019

Yodlee are now reporting this error is resolved. We have been seeing similar reports from users, but if you are still seeing an error, please let us know.

August 6, 2019

We have been getting reports from users that they are seeing 403 and 409 errors on this feed.

Yodlee are already working on a solution and they hope to release some updates over the next few days. Please let us know if you are still experiencing errors at the end of this week.

BancorpSouth

Site Layout Change

UPDATE: August 13, 2019

Yodlee are reporting that they have made the necessary changes to accommodate for the site change. Please let us know how a sync attempt goes.

August 6, 2019

Yodlee have informed us that the 403 error our users are seeing is caused by a significant site change within BancorpSouth's online banking.

They will now need to make accommodations for these changes to get the bank feed syncing again.

We will let you know as soon as we have any news about an ETA.

Optum Bank

Site Temporarily Unavailable

UPDATE: August 13, 2019

Yodlee have found that Optum Bank'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 are finding that the reCAPTCHA prompt isn't always triggered to it might still be possible to sync you feed after a few attempts at the same time or over a few days.

Yodlee will continue to monitor the situation and search for a way to avoid triggering the reCAPTCHA prompt. As an Optum Bank customer who wants to use the bank feed system in PocketSmith, you can contact Optum Bank directly to request that they adjust the reCAPTCHA feature to allow Yodlee access by calling or by contacting them through the Optum bank site.

I'm sorry we don't have better news. Please let us know if you are able to get a successful sync.

UPDATE: July 30, 2019

Yodlee are still working on a fix for this. They are still unable to give an ETA for a fix but we will let you know as Yodlee find out more.

UPDATE: July 23, 2019

We have been receiving reports that users have been seeing 403 error on their Optum bank feed. Yodlee have verified that this is a widespread issue which they are now looking into.

They do not yet have an ETA but we will update you as we find out more.

ANZ (Australia)

Site Temporarily Unavailable

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.

University FCU

Site Temporarily Unavailable

UPDATE: August 13, 2019

Yodlee are reporting that this issue is resolved.

Please give a sync attempt a go and let us know if you are successful.

UPDATE: August 6, 2019

Yodlee are releasing some changes today. Please try another sync attempt over the next few days and let us know how things go.

UPDATE: July 30, 2019

Yodlee are continuing to work on this issue as more changes were needed after the first round of changes.

They will be releasing more updates at the end of the week so please let us know how the next sync attempt goes.

UPDATE: July 26, 2019

Users have been reporting 403 errors occurring on their University FCU bank feeds. We have been working with them, but Yodlee have just escalated this to a widespread issue.

They estimate an update to be released at the end of this week, so please try sync your feed this weekend and let us know how things go.

AMP (Banking)

403 Sync Errors

UPDATE: August 13, 2019

Unfortunately we are still seeing errors on this feed. Yodlee will continue to make changes. They've let us know that they anticipate a release early next week.

UPDATE: August 6, 2019

Yodlee have updated us to let us know they have more changes to release at the end of this week. Please let us know how a sync attempt goes over the weekend.

UPDATE: July 30, 2019

Yodlee are still on track to release changes over the next few days.

Please let us know how the next sync attempt goes.

UPDATE: July 24, 2019

Yodlee have let us know they need to make further changes to the AMP bank feed after errors continued to be produced following changes made last week. Our apologies for the continued delay.

Yodlee estimate their next changes should be released at the end of this month.

UPDATE: July 16, 2019

Yodlee are on track to release some updates at the end of this week. We advise that users try sync their bank feeds over the weekend and let us know how things go.

UPDATE: July 9, 2019

We are still seeing some users experiencing errors on their bank feeds, so Yodlee are making some more changes and hope to have an update to release next week.

We will let you know how things progress.

UPDATE: June 25, 2019

We've been receiving reports that AMP bank feeds are now successfully syncing.

Please get in touch if you notice any sync errors, as we are happy to investigate further.

UPDATE: 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.

RaboDirect (New Zealand) and Rabobank (New Zealand)

Site change

UPDATE: August 13, 2019

Yodlee appear to be making progress. We have had a few users report that they are now able to sync successfully, and that they are now seeing all transactions. However we are also still seeing reports of continued errors and missing transactions so we will investigate those users as we hear from them.

Please let us know if you are one of those users.

UPDATE: July 30, 2019

We are continuing to work with users as Yodlee make changes to resolve the missing transaction issues. We are sorry about the continued inconvenience. We'll be in touch as Yodlee make more changes.

UPDATE: July 16, 2019

Yodlee are now working on resolving missing transaction issues that users are seeing. We are mostly getting reports that users are able to sync their bank feeds without error but they are not seeing any recent transactions being gathered.

We will let you know as things develop.

UPDATE: July 10, 2019

We have continued to get messages from users still experiencing 403 errors as well as missing transactions.

We will continue to work with Yodlee to find a solution and will let you know how things progress.

UPDATE: July 3, 2019

Yodlee have reported that this widespread issue is resolved, but please do get in touch if you notice any further issues.

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

HSBC Bank (Australia)

False 402, 403 or 505 error

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

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


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