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

ASB Bank (New Zealand)

505 error

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.

HSBC (Canada)

505 error

January 25, 2019

Yodlee have identified that HSBC Bank (Canada) is now using Google Recaptcha as part of their security process. This is showing as a 505 error on the HSBC (Canada) bank feed.

Unfortunately Yodlee are unable to support sites that use Google Recaptcha and support for the HSBC Bank (Canada) bank feed has now been removed. Unfortunately we do not currently have an alternative to replace this bank feed for you in this instance. I'm sorry about this.

In the meantime, you are always able to import bank files into your PocketSmith account. Check out our Learn Centre to find out more about Importing bank files into PocketSmith.

We apologise for the inconvenience caused by this, and hope you will let us know if you have any questions or comments.

Charles Schwab

Duplicate transactions

UPDATE: February 12, 2019

We have been informed by Yodlee that the issue has now been resolved. Users are also reporting that the duplicate transactions have been removed. If you are still seeing duplicate transactions, please get in touch and we see what we can do.

UPDATE: January 25, 2019

Yodlee are having trouble identifying the duplicate transactions but we are continuing to work with them to find out why this is happening.

We will be in touch once we have any news.

January 18, 2019

We have been getting reports from users that Charles Schwab is producing duplicate transactions with two different dates.

We have also started to see some 403 (connection) errors be reported too so we will keep an eye on that as it progresses.

We have an investigation open with Yodlee and will let you know when we have any news.

Westpac (New Zealand) 

Duplicate transactions

UPDATE: February 12, 2019

We have been receiving reports that duplicate transactions are no longer being created. However we are now being told that transaction merchants are coming through with with generic descriptions like "TRANSACTION 67532875" as is sometimes shown on pending transactions.

We have informed Yodlee about this change and we will let you know once we have any new news.

UPDATE: January 25, 2019

We have started to see more users report duplicates again. We are seeing what else we can do to help solve this issue.

UPDATE: January 18, 2019

Thank you all for hanging on while we continue to investigate why Westpac is having all these errors. This has been one of the longest running errors we have had for a while so we really appreciate your patience.

We have been seeing a shift in the errors seen on the Westpac (New Zealand ) bank feed. Duplicate transactions are slowly being removed from accounts and a large number of users have reported that no new duplicates have been created.

We have seen a number of users report missing transactions, 403 / 412 (connection) and 402 (incorrect credential) errors and we are investigating them as they are reported. Numbers of this occurring are variant so if you do see any of these errors please let us know.

We also saw a number of users report their accounts were all showing the same balance. This appears to have been a temporary issue but if you are still seeing this, please get in touch.

UPDATE: December 13, 2018

We have been combining the information our users have been giving us, regarding the differences between what Yodlee are finding and what is in the Westpac online banking.

We think this will contribute greatly to finding a solution so thanks for all of your help.

We will let you know once we next have a new update.

December 3, 2018

We are continuing to see duplicate transactions in Westpac (New Zealand) feeds.

Yodlee believe the duplicates are being generated by Westpac and have been requesting that users check if they are seeing multiple transactions within Westpac or differences in merchant or date details for the same transactions when viewing them on different pages or a downloaded bank file. Yodlee are actively working on the issue, please let us know if you are affected.

November 23, 2018

We are still seeing a number of duplicates for Westpac (New Zealand) accounts.

Yodlee made some changes earlier in the week but are still working on a solution. We hope have an update soon.

November 15, 2018

We have been getting reports from users that Westpac (New Zealand) is producing duplicate transactions.
We have opened an investigation with Yodlee and will let you know when we have any news.

DBS (Singapore)

Connection error (403) or "No accounts found" (414)

UPDATE: February 12, 2019

We have been informed that DBS is now requiring MFA to be entered in order to view transactions. Because of this, some users are now seeing a successful sync for the bank feed, but with no transactions are being received.

We have informed Yodlee to see if they are able to accomodate for this change.

UPDATE: January 25, 2019

Yodlee continue to make changes to this feed but we are still seeing 403 errors. Some users have also reported that they are no longer being prompted to enter MFA information so we are alerting Yodlee to this change.

UPDATE: January 18, 2019

Thank you for your continued patience and help while we continue to work on a solution for this. We appreciate that this is one of the longest running errors we have seen for a while so we will continue to search for a resolution.

DBS (Singapore) continues to show a 403 error but Yodlee is continuing to make changes to find what might be causing it.

UPDATE: December 13, 2018
We are still seeing 403 errors on the Credit card type and missing transactions on the others, and we are also seeing a 403 errors on the Bank and Loan types again.

We are continuing to work with Yodlee to find a solution. Thanks again for your incredible patience.

UPDATE: December 3, 2018

Thanks for your continued patience and help while we continue to work with Yodlee to find a solution to this issue.

Feeds for Loan and Bank account types are now syncing with no connection errors, but are missing transactions when syncing in some accounts. We are continuing to see 403 connection errors and missing transactions for the Credit Card account type. This is continuing to be investigated by Yodlee.

UPDATE: November 23, 2018

Thanks for your continued patience and help while we continue to work with Yodlee to find a solution to this issue.

We are still seeing persistent 403 error for most users but please be assured that Yodlee are our teams are doing everything we can to find a solution.

UPDATE: November 12, 2018

Some users have started to see their DBS feeds sync successfully but are missing any recent transactions. We have informed Yodlee of this and will let you know once we have more news.

UPDATE: November 2, 2018

Yodlee are still making changes to the DBS (Singapore) bank feed to accomodate for the changes to the site. They request that DBS users continue to try sync their feeds every couple of days as this will help them test changes as they make them.

UPDATE: October 24, 2018

Thank you for your continued patience while we continue to work on this. Yodlee are continuing to make changes to the DBS (Singapore) bank feed to try to get this working again. They ask if users can try to sync their feeds every couple of days as this will help them test changes as they make them.

UPDATE: October 16, 2018

Some DBS (Singapore) feeds are now showing an incorrect "No accounts found" (414) error. At this stage, we believe the issue has been caused by a site change at the online banking website.

We are working with Yodlee to adjust the bank feed to the new site layout as quickly as possible.

UPDATE: October 10, 2018

A significant number of DBS (Singapore) feeds are continuing to fail with a Connection error (403). Yodlee are investigating the issue as a priority and we hope to have a solution for this in place shortly.

We'll continue to monitor the issue and send out updates as we receive more information on this investigation.

October 03, 2018

A number of users have reported that the DBS (Singapore) bank feed is failing to sync, showing a connection error (403).

We have informed Yodlee and are working with them to resolve this as quickly as possible.


Recently resolved

BNZ (New Zealand)

Visual errors for Netguard entry

UPDATE: January 25, 2019

We've had a breakthrough.

We have had another BNZ user contact us and let us know that they have been trying to enter the code into the coordinate boxes, but we can confirm that there is a text field to enter the code underneath the coordinate boxes on the line which is green.

Next time you next sync the feed, please try enter the code in the area circled below.

UPDATE: January 18, 2019

Over the new year we have seen a resurgence of MFA display errors.

The error has slightly changed. Users have been reporting that while they can see the Netguard coordinates, they are seeing an image instead of an interactive text field to enter the MFA information.

We are working with Yodlee to find out why the text field is being shown as an image.

UPDATE: December 13, 2018
We are mostly getting reports that the Netguard coordinates are displaying correctly now and we consider this to be resolved.

We are still seeing a 403 errors occurring for some users so we will continue to chase these up with Yodlee.

UPDATE: December 3, 2018

Most users are reporting successful syncs now. However, there are still some reports of 403 connection errors and issues with the Netguard coordinate image display.

Please let us know if you're still seeing these issues so we can help.

UPDATE: November 23, 2018

We are now seeing an improvement in the errors we are seeing.

Yodlee have reported that they have added a wait to allow BNZ to load the Netguard image properly and we are also getting reports from users confirmed that this changed has worked.

However we are still seeing users being affected by 403 errors so we will continue to investigate to solve this issue.

UPDATE: November 9, 2018

Thank you for for patience while this is being investigated. Yodlee continue to work on resolving the Netguard co-ordinate display issues. We are still seeing mixed results when users try to sync their BNZ feeds but we encourage BNZ users to regularly try sync their feeds. 

If you see any Netguard display issues when you sync, please take a screenshot and send it in to us as this will help the investigation.

We'll continue to monitor the issue and send out updates as we receive more information on this investigation.

UPDATE: November 2, 2018

Yodlee have started to report that the Netguard co-ordinate display issue is resolved. We have been seeing mixed results from users we have asked to test this with some users being successful and others still seeing the display issue.

We will continue to monitor the issue as more changes are made.

UPDATE: October 24, 2018

Yodlee are continuing to work on solving the Netguard co-ordinate display issue. They have identified variations in the site which they are trying to accomodate for. They have also observed that 403 and 414 errors are occurring as well as the original 522 now.

We will let you know once we have more information.

October 18, 2018

A significant number of BNZ (New Zealand) feeds are showing visual errors preventing Netguard MFA co-ordinates from displaying. Yodlee are investigating the issue as a priority and we hope to have a solution for this in place shortly.

We'll continue to monitor the issue and send out updates as we receive more information on this investigation.

RaboDirect (New Zealand)

Now fully supported

RaboDirect (New Zealand) is now a fully supported site and you will now be able to establish a successful connection.

Yodlee are still ironing out any edge cases for the feed so if you strike any errors or notice anything amiss, please get in touch and we'll get an investigation started.


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