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

HSBC Bank (Australia)

False 402, 403 or 505 error

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.

ANZ (Australia)

Transaction issues

April 12, 2019

We have been receiving reports from users that are finding ANZ (Australia) accounts are producing duplicate transactions(one pending one posted) or missing recent transactions which are within a 4 day imposed pending period that Yodlee have set.

We have opened up investigations with Yodlee and hope to have news for you soon

First Direct (UK)

403 error

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.

ASB Bank (New Zealand)

505 error

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.

DBS (Singapore)

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

UPDATE: April 12, 2019

We have been receiving updates from users that the changes Yodlee made to resolve the 414 error were unsuccessful. We are continuing to work with them, with your help and updates, to solve this.

We'll continue to let you know when Yodlee need people to test their changes.

UPDATE: April 4, 2019

Earlier this week users started reporting 414 error on their DBS feeds. Yodlee have reported today that they have made changes to resolve the 414 error so please let us know if you are still seeing this error.

Yodlee are still working on viewing the transactions so no transactions coming through is still expected. They are also still having trouble with OTP being sent for all account types (for example the bank type may get OTP but credit cards may not).

We hope to have another update for you soon.

UPDATE: March 29, 2019

Yodlee continue to make changes based on your replies to our request last week.

They are mostly refining the flow after logging into DBS and viewing the transactions. They are still having trouble seeing transactions but we seem to be getting closer to solving the issue.

We will let you know if Yodlee have any requests over the next week

UPDATE: March 22, 2019

Based on the information gained after a trouble shooting call last week, Yodlee seem to be able to process the MFA request triggered when viewing transaction pages.

Users should now be able to sync the DBS feed but they are still trying to process the information after the MFA request on the transaction page is full filled.

This is what Yodlee are seeing:

1.When we verified , we did not find any transaction link/transaction page at the DBS online banking site.

2.We are seeing the below error, where user needs to enter the 6 digit code from the mobile app. Could you please ask the user to enter the token and keep us posted with the observation.

Please try as Yodlee suggest and let us know what you are able to find.

UPDATE: March 15, 2019

Yodlee asked for a troubleshooting call with one of your DBS users to go through and work out the flow around OTP on the transaction page. We were able to find someone to do this for us and conducted the call mid week.

Based on what they found, they are making further changes to the feed. Hopefully we have some changes for you to test soon.

UPDATE: March 8, 2019

Yodlee are still trying to accomodate for the MFA being asked when accessing the transaction page. As a few people have explained to us before, When MFA is asked for, DBS displays a blank page while it waits for your verification to be triggered on your mobile device.

This blank page is what has been confusing Yodlee as they believe they were not waiting long enough for a response from the authentication app on the mobile device.

Yodlee now say they have now extended the wait time so the sync may take longer to complete. If the DBS bank feed still does not successfully sync after 5-10 minutes, click the Account Status button which will check to see if the sync is complete.

UPDATE: March 1st, 2019

We are still working with Yodlee to see if they are able to accomodate for MFA being asked for when accessing the transaction page. We are also still seeing 403 error being reported and continuing to see why that might be.

As always, thanks for your continued support while this is investigated.

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.


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