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

SunSuper (Australia)

Site Temporarily Unavailable

UPDATE: September 16, 2020

We have received an additional update from Yodlee, with a new tentative resolution ETA of September 18th.

Please let us know if any issues persist after this date. We hope to have another update for you soon.

UPDATE: September 15, 2020

We received an update from Yodlee saying that they had an update ready for the 14th. We have asked a few of our users to test this out but it appears that errors are still occurring.

Please try to sync your SunSuper (Australia) feed to provide more logs for Yodlee to work with and we hope to have another update for you soon.

September 4, 2020

We have received a notice from Yodlee letting us know that the SunSuper (Australia) site will be unavailable until the 9th of September 2020.

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

Thanks so much for your patience in this regard.

Bank of America

432 Errors

UPDATE: September 14, 2020

Thank you for your patience with the current Bank of America bank feed connection error. While our bank feed provider, Yodlee, urgently works on a resolution, we have some advice to help you continue to keep any affected account balances and transactions up-to-date in PocketSmith:
If you are not required to enter MFA security information when syncing your Bank of America bank feed, the regular automatic sync is now expected to work. Please ensure that your Bank of America bank feed is able to sync automatically by checking that the Manual sync only option is disabled: Bank feed sync settings.
If you are required to enter MFA security information when syncing your Bank of America bank feed, the regular automatic sync is not expected to work. We recommend unlinking any Bank of America bank feed accounts in PocketSmith, and updating transactions by importing bank files until we reach out to confirm a resolution to this issue: How to manually import files when your bank feed is down.
We will continue to post updates regarding this issue to on the Current bank feed issues page and directly to affected users via our in-app messages. Please do not remove the Bank of America bank feed from your PocketSmith account if you wish to receive any related in-app messages.
Thanks again for your patience. Please reach out to [email protected] if you have any questions.

UPDATE: September 8, 2020

We have noticed that some users have been able to sync successfully temporarily.

Unfortunately in subsequent sync attempts, these same users have experienced 432 errors again.

This indicates some progress is being made but there is still some work to do.

We have yet to receive an updated ETA but please be assured that this issue is still being investigated in earnest.

UPDATE: September 7, 2020

Our apologies for the inconvenience caused by this widespread 432 feed sync error, that has been impacting Bank of America feeds since August 27th.

Yodlee are continuing to work towards a resolution, however, we've yet to receive another tentative ETA for when this feed sync error will resolve.

Please continue to sync your feeds regularly, and we'll ensure updates are posted so you'll be kept in the loop with any progress in this regard.

UPDATE: September 1, 2020

We have been receiving updates from our users that they are still seeing errors on their Bank of America feeds after the update that went out in the last 24 hours.

We will continue to work with Yodlee to find a solution and we will let you know when the next update will be released for you to test.

UPDATE: August 31, 2020

Thanks for syncing your Bank of America feeds after the 29th. Yodlee have a few more changes in the pipeline and they would like you to test them tomorrow.

Please let us know how things go.

August 27, 2020

We have been seeing numerous reports from our users that they are seeing errors on their Bank of America feeds.

Yodlee have some changes that they plan to release on August 29th.

Please try to sync your Bank of America feed after the 29th and let us know how you get on.

Empower Retirement Plan - Participant

Bank Feed Errors

UPDATE: September 8, 2020

Thanks for your patience while we've been looking into this issue for you.

Yodlee have made some progress in getting the sync windows relaxed a bit. As of the 16th of July, the online banking site has allowed syncs to happen in a phased manner (in the PST timezone), and below are the details.

ON SUNDAYS Midnight - 1:00 pm - Allows users to add and edit credentials 1:00 pm - Midnight - Allows add credentials and sync attempts

ON MONDAYS All-day - Users can add credentials 5:00 am - Midnight - Allows users to edit credentials

FROM TUESDAY through to SATURDAY 1:00 am - 5:00 am - Yodlee's syncs are allowed All-day - Users can add a new Empower feed Midnight - 1:00 am, and 5:00 am - midnight - Allows users to edit credentials

It is worth noting that Yodlee's automatic syncs between 1:00 am PST and 5:00 am PST are still ongoing.

With this in mind, please try to sync your Empower Retirement Plan feed within the times mentioned above and some successful syncs should be able to occur.

UPDATE: September 1, 2020

Yodlee have released an update and they have some instructions on how to interact with this feed going forward.

For some brief context, PocketSmith will attempt to update your bank feeds when you log in to either the web or mobile application and based on an automatic syncing schedule. Our bank feed provider Yodlee usually gathers transactions for PocketSmith to import once or twice every 24 hours. Yodlee will also gather up-to-date balances roughly every 2-3 hours - when PocketSmith triggers a sync request.

However, Yodlee have confirmed that Empower Retirement Plan has requested Yodlee sync feeds within a very limited window of between 1:00 AM PST and 5:00 AM PST.

While Yodlee's syncs outside this time frame are expected to fail, syncs within this time frame are expected to be successful.

For now, please wait for the automatic syncs to be completed by Yodlee, as triggered syncs are expected to fail with a 412 error.

If the feed isn't automatically syncing upon signing in, this can then be resolved by clicking on the 'Magic Button' - the coloured dot to the left of the feed (purple while syncing, red when errored, green when synced), which refreshes metadata.

You should automatically see the results of the last overnight refresh performed by Yodlee when you log in (including new transactions). If you want to check, click the 'Magic Button', and let us know if you see data updated that wasn't previously - this might indicate a problem on our side worth investigating.

Yodlee are talking with Empower Retirement Plan to see if this window can be relaxed for syncs that occur outside of the automatic syncing schedule.

We'll let you know if any progress is made.

UPDATE: August 11, 2020

Yodlee thank you for continuing to test their changes as they are released.

They are now in the process of making more changes and they have asked if users can try to sync their Empower Retirement Plan feeds every so often to keep giving them logs to analyse.

They plan to be done making these changes by August 31st.

UPDATE: August 4, 2020

Yodlee have another update ready for testing on August 7th.

As always, please try to sync after August 7th and let us know how things go.

Thanks for your continued help and patience during this investigation.

UPDATE: July 28, 2020

Yodlee have used the data provided by your sync attempts on the 17th and they now have another update due to be released on July 31st.

Please let us know how this next sync attempt goes.

UPDATE: July 21, 2020

Thank you for your continued patience.

Yodlee released an update on July 17th but it appears that our users are still seeing errors.

Please let us know how the sync went after July 17th. If there is still an error we will let Yodlee know more changes are needed.

UPDATE: July 14, 2020

Yodlee have provided an ETA for an update! They say that they have an update that they hope to release on July 17th.

Please try to sync your feed and let us know how things go after the 17th.

June 22, 2020

We have been observing that our users are seeing 431 and other errors when trying to sync this feed.

After some investigation, Yodlee have found that Empower Retirement are imposing a short window of time where users are able to add or sync their Empower feeds.

Yodlee say: We have received a request from Empower to sync the users feeds between 1 am PST to 5 am PST. Since the reported user sync was outside this refresh window, the account failed to update. Kindly ask the user to update the account at the application between 1 am PST and 5 am PST and verify.

Yodlee are trying to work with Empower to get this time window to be wider but for now, the best way to get a successful sync is to try sync your Empower feed between 1 am PST and 5 am PST.

We are sorry for this inconvenience, we'll let you know if we hear of any progress.

Recently resolved

Santander Bank

412 Errors

UPDATE: September 8, 2020

We have continued to receive reports from our users saying they have been able to sync successfully, and Yodlee have observed the same across the board.

We will now treat this widespread issue as resolved, but please get in touch if you do continue to see an error.

UPDATE: September 1, 2020

The day is finally here! Yodlee have released their update and we have been getting reports from some users that they have been able to sync their Santander feeds successfully!

Please try to sync your feed and let us know how a refresh goes.

UPDATE: August 11, 2020

Thanks for continuing to test the Santander feed when asked.

Yodlee are now in the process of making extensive changes and they plan to release an update on August 31st.

While they make these changes, Yodlee have asked if users can try to sync their Santander feeds every so often to keep giving them logs to analyse.

Thanks so much for your continued help.

UPDATE: August 4, 2020

Yodlee have been working hard and they have let us know they have an update due to be released on August 7th.

Please try to sync after August 7th and let us know how you get on.

UPDATE: July 28, 2020

While Yodlee have said this issue is resolved, unfortunately we are seeing errors continuing to occur. Please reach out if you notice the 412 error occurring, as we’ll be happy to investigate with Yodlee.

UPDATE: July 21, 2020

Yodlee have released their update on July 15th and have since ruled this issue as resolved.

Please let us know if you are still seeing issues and we will open investigations to look into things.

UPDATE: July 14, 2020

Yodlee are still on track to release the update on July 15th.

Please try to sync your feed to test this latest update and let us know how things go.

UPDATE: July 6, 2020

Thank you for trying to sync your Santander feed after the June 30th.

Yodlee are taking the information they gained from those sync attempts and are working toward another update due to be released July 15th.

We are sorry this issue is still active, we hope Yodlee are close to solving the issue in the next update.

UPDATE: June 30, 2020

Yodlee are still on track to release an update today.

Please try to sync your feed today and tomorrow and let us know how things go!

UPDATE: June 16, 2020

Thank you for testing the changes and creating more logs for Yodlee to analyze after June 12.

Yodlee have indicated that their next set of updates will be released on June 30th.

We'll let you know if that date changes. Otherwise, please try to sync again, after that date.

Thank you for your continued help with this!

UPDATE: June 9, 2020

Yodlee are still on track to release the changes they are making on June 12th.

Please try to sync your Santander feed during the weekend to test these changes.

UPDATE: May 26, 2020

Yodlee have analysed the logs produced from the last round of sync attempts. Thanks so much for doing that for us!

They now have another update planned for June 12, 2020.

We'll let you know if things are on track as we get closer to that date.

Thanks for your continued patience.

UPDATE: May 19, 2020

Thanks for your continued help while Yodlee work on fixing this feed. After the update on May 15th Yodlee say that they have another update due to be released on May 22nd.

Please try to sync the feed after the 22nd and see what happens.

UPDATE: May 5, 2020

Yodlee have updated us with a new ETA for an update to the Santander feed.

They say that the next update is scheduled for May 15th.

We will let you know if anything changes between now and then, otherwise, please try sync your feed after the 15th to test the changes.

UPDATE: April 28, 2020

Thank you for trying to sync after the 24th.

Yodlee have made some changes they would like you to test tomorrow.

Please try to sync your feed tomorrow to test these new changes.

UPDATE: April 14, 2020

Yodlee continues to investigate this issue.

They have a number of changes to make and expect to release the next update on April 24th.

UPDATE: April 7, 2020

Yodlee have another update for you coming out tomorrow.

Please try to sync after tomorrow to see if this issue is fixed.

Thanks for your continued help.

UPDATE: March 31, 2020

Yodlee thank you for your sync attempts after their last update.

They are now working on a new update which they believe will be complete on April 3rd.

UPDATE: March 24, 2020

Yodlee have made some more changes since the update on March 20th. They expect to release those changes on March 25th.

Please let us know if you continue to see an error after that date, please let us know.

UPDATE: March 17, 2020

Yodlee have identified what they need to fix and they are now working on a solution. They estimate that their next update will be on March 20th.

Please try to sync your feed after this date and let us know if you still see any errors.

March 9, 2020

We have been seeing reports from users saying they are seeing a 412 error occurring on their Santander bank feed.

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

SunTrust Bank

412 Errors

UPDATE: September 1, 2020

We have been monitoring the situation since the update last week and we can confirm that this issue is now resolved.

People have been contacting us to let us know they have been successful in syncing so we will treat this as solved.

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

UPDATE: August 25, 2020

Yodlee have released an update for the SunTrust Bank bank feed on August 24th.

Please try to sync your SunTrust feed if you haven't already and let us know if you continue to see errors.

August 19, 2020

We have been receiving a number of reports from our users that they are unable to sync their SunTrust Bank feeds and are seeing 412 errors instead.

We have opened an investigation with Yodlee and we will let you know once we know more.

SelfWealth (Australia)

403 and 412 Errors

UPDATE: September 1, 2020

We have been monitoring the situation and have been receiving more confirmations from users that they are now able to sync successfully.

We will now treat this as resolved, but please let us know if you are still seeing an error and we can investigate further.

UPDATE: August 25, 2020

Yodlee have been working on the issue and have released an update today.

We have been receiving messages from other users confirming they are now able to sync now so please try to sync your feed and let us know if you still see errors

August 19, 2020

We have been getting reports from our users that they are seeing 403 or 412 errors on their SelfWealth (Australia) feeds.

We are working with Yodlee to find a solution but we are unsure of the cause at this stage.

We'll be in touch once we know more.

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