Bank feeds with persistent issues

🚧 Work in Progress 🚧

Our Learn Centre is being updated to reflect our newly rebuilt bank feeds platform, Data Connections. The guide you're looking at may reflect these changes, or it may still need updating.

If the Bank Feeds page (Accounts > Bank Feeds) is not available on your PocketSmith Account, you will first need to migrate to the Data Connections bank feed platform.

If you've migrated to Data Connections, but you haven't been able to find the solution you're after, please get in touch with us!

Due to the nature of using bank feeds rather than direct feeds to sync your transactions into PocketSmith, some bank feed connections may encounter persistent issues that are unable to be resolved in the foreseeable future.
We are aware of the following long-term behaviors on several bank feeds.
Note

Please note that on occasion, a data connection can encounter a temporary error that affects many users with that connection. Please head to the Bank Feeds page (Accounts > Bank Feeds) to check for any ⚠️ Provider Notices ⚠️ on your connection if you are experiencing errors.


Affected bank feeds

New Zealand banks

Errors specific to Akahu connections

We are seeing a large number of users enjoy successful syncs with bank feed connections that have been added via our New Zealand-based data partner, Akahu

If you are continuing to experience issues with a NZ-based connection via Yodlee, as a first measure, we recommend giving Akahu a go! More on adding a connection via Akahu here: Create a new Akahu bank feed connection

However, if you've tried to add your connection via Akahu, and you've run into errors, please check out the following Learn Center articles:


Errors specific to Yodlee connections 

Bank of New Zealand BNZ

Transactions on BNZ connections are set to Pending status for at least four days before being moved into Posted status. We do this to avoid duplicate transactions on these feeds as BNZ often changes transaction details in the first few days after a transaction is made.

Most transactions made on the weekend will not be synced into PocketSmith until the following Tuesday due to restrictions at BNZ.

NetGuard

Users with NetGuard authentication may occasionally notice that the coordinates for the NetGuard prompt do not display. Wait for the authentication request to expire and try to re-sync the connection - this is usually temporary.

However, if you continue to experience issues with blank coordinates, please refer to the following guide for further troubleshooting suggestions: NetGuard issues with blank co-ordinates

Westpac 

Merchant information displayed in PocketSmith is subject to change for a few days after being synced into PocketSmith. We also regularly see that the merchant name is concatenated with additional information about the transaction, for example, the date and time of the transaction.

Credential errors are common when first setting up your credentials on Westpac. If you're seeing this, it may be due to using the UserID rather than your Customer Number when entering your credentials:

Westpac (New Zealand) allows customers to alias a Customer Number with their UserID. If you use the UserID in your bank feed credentials, then you may encounter a Credentials (402) error. However, if you use your Customer Number rather than your UserID, you should be able to make a successful connection.

ASB Bank 

ASB Bank is intermittently affected by Google re-CAPTCHA. Google reCAPTCHA is a security measure that some banks use for extra security. It is usually triggered when you log into your bank using the incognito tab or using a different computer.

Unfortunately, this particular security process blocks Yodlee from accessing the data required for bank feed connections and results in an error indicating that the bank feed connection cannot be synced. 

Yodlee reports that re-CAPTCHA is only sometimes triggered which means that you should be able to sync your connection without any problem.

If you do encounter this error, we recommend that you try to remove your connection, and re-add ASB Bank via Akahu by following these steps: 
  1. Removing a Data Connection
  2. Create a new Akahu bank feed connection

Pending transactions for Credit Card account types
ASB Bank NZ does not support Pending transactions for Credit Card account types even when this feature is enabled on the bank feed.

Weekend transactions
Most transactions made on the weekend will not be synced into PocketSmith until the following Tuesday due to restrictions at ASB.

Kiwibank

Kiwibank users frequently see an error on their bank feed connections, saying: "Action needed at provider". 

This error occurs when Kiwibank asks its customers to view new promotions or Terms & Conditions agreements. To resolve these, sign in to your Kiwibank online banking, click through to all your account listings, and respond to any messages from Kiwibank. Once this action is complete, return to PocketSmith and sync your connection - the error should clear. Please find more detailed steps here: Action needed at provider

Kiwibank occasionally audits their security, which results in warnings or phone calls to their customers about possible third-party access to their accounts. Our bank feed provider, Yodlee has servers in India that run the bank feed technology which retrieves your transactions.

This system has been in place for years, and the alert reflects Kiwibank's recent proactive approach towards informing users about third-party bank feed solutions. Nothing has changed from our end, and we continue to focus on providing our customers with the most secure method of automatically aggregating account information.

PocketSmith has an easy-to-use file import system that serves as a viable alternative to using bank feed connections. Using bank file imports will allow you to accept exports from your bank, without requiring your online banking credentials. You can learn more about importing bank files here: Bank files.

ANZ

Since the DDoS incidents occurred during September of 2021, we've observed frequent connection errors occurring for ANZ bank feeds. 

If you run into a persistent error saying, "Error with data partner Yodlee" please remove the bank feed connection and add a new ANZ connection via our New Zealand-based data partner, Akahu:

  1. Removing a Data Connection
  2. Create a new Akahu bank feed connection

Most transactions made on the weekend will not be synced into PocketSmith until the following Tuesday due to restrictions at ANZ.

NZHL - New Zealand Home Loans

Due to limitations on the NZHL bank feed connection, we are unable to provide the Available Balance of NZHL accounts in PocketSmith. The current balance options for NZHL accounts are:

  • Principal Balance: the amount left owing on the floating component of the loan
  • Original Loan Amount: the total loan amount

We are working with our bank feed provider, Yodlee, to have the Available Balance as an option for NZHL accounts, but in the meantime, the best way to see the correct balance within PocketSmith is to use a 'Calculated closing balance'. This allows you to set a balance at a specific date; subsequent balances are calculated from this balance as transactions are imported.

Find out more about changing your balances here: Balance options.


Australian banks

Raiz

We've seen that new Raiz connections (for new accounts) may present an error, or may fail to fetch the account until the first statement is available. This is due to how the connection gathers the information. We've let Yodlee know about this odd behavior for their team to investigate.

NAB Internet

If you are seeing a credential error on your NAB bank feed connection, a user has informed us that adding a leading zero before entering the username may solve the problem. They say that this was previously required for the mobile phone application and appears to work in these situations too.

The NAB online banking occasionally generates duplicate transactions. NAB are aware of the issue and are working to resolve it. To remove duplicate transactions from your PocketSmith, please follow these steps: Remove duplicate transactions

Commonwealth Bank

Transactions on CBA connections are set to Pending status for at least three days before being moved into Posted status. Yodlee does this to avoid duplicate transactions on these feeds as CBA often changes transaction details in the first few days after a transaction is made.

We recommend having pending transactions turned on for CBA bank feeds.

BankWest

BankWest connections can sometimes import duplicate transactions due to an issue with the BankWest website. To remove duplicate transactions from your PocketSmith, please follow these steps: Remove duplicate transactions

Coles MasterCard

Coles MasterCard connections can sometimes import duplicate transactions due to an issue with the Coles MasterCard website transaction display. Yodlee are aware of this issue but are not able to resolve it. If you notice duplicate transactions for Coles MasterCard connections, you will need to remove the duplicated transactions manually in PocketSmith by following these steps: Remove duplicate transactions

Citibank

Citibank connections can sometimes import duplicate transactions due to an issue with the Citibank website transaction display. Yodlee are aware of this issue but are not able to resolve it. If you notice duplicate transactions for Citibank bank feed connections, you will need to remove the duplicated transactions manually in PocketSmith by following these steps: Remove duplicate transactions

ANZ

Yodlee are not able to provide pending transactions for ANZ on Credit Card accounts due to restrictions at the bank.

Westpac

Transactions on Westpac Australia connections are set to Pending status for up to five days before being moved into Posted status. This is to avoid duplicate transactions on these connections as the bank often changes transaction details in the first few days after a transaction is made.


United States of America banks

Wells Fargo

US-based phone numbers
Some Wells Fargo accounts require a mobile phone number entered to receive a code by SMS. Wells Fargo will only accept US mobile phone numbers to receive this message. If you do not have a US mobile phone that can be used to receive this code, you'll need to switch to using bank files to import any accounts at this bank until Wells Fargo are able to support non-US phone numbers.

Capital One

You may need to enable third-party access before you will be able to receive your transactions from the bank feed connection. To enable third-party access, follow the steps below:

  1. Sign in to https://verified.capitalone.com/sic-ui/#/esignin with your Customer Number/Saver ID (Username) and PIN.
  2. Select the My Info tab.
  3. Go to Preferences and choose the Access Code section.
  4. Click on the Create Access Code button. An Access Code will be generated which you can use as your password along with your Customer Number/Saver ID (Username) as your username to sign in to the tool.

Once you have enabled third-party access, return to PocketSmith and sync your Capital One bank feed connection.

Additional instructions are available directly from https://www.capitalone.com/support-center

Capital One does not support Pending transactions for any accounts even when this feature is enabled on the bank feed connection. 

Chase

Yodlee are not able to provide pending transactions for Chase Bank due to restrictions at the bank.

This causes an issue with historical balances because the balance that is shown in PocketSmith will take into account the transactions which are pending - and not shown in PocketSmith.

As a workaround, you can change the balance settings to use a Calculated Closing Balance as described in this user guide: The balance options for an account. This will then base the current balance of the currently-imported transactions and not take into account the pending transactions that have not yet been imported.

Bank of America

Yodlee are not able to provide pending transactions for Bank of America due to restrictions at the bank.

This causes an issue with historical balances because the balance that is shown in PocketSmith will take into account the transactions which are pending - and not shown in PocketSmith.

As a workaround, you can change the balance settings to use a Calculated Closing Balance as described in this user guide: The balance options for an account. This will then base the current balance of the currently-imported transactions and not take into account the pending transactions that have not yet been imported.

American Express

Yodlee are not able to provide pending transactions for American Express due to restrictions at the bank.

This causes an issue with historical balances because the balance that is shown in PocketSmith will take into account the transactions which are pending - and not shown in PocketSmith.

As a workaround, you can change the balance settings to use a Calculated Closing Balance as described in this user guide: The balance options for an account. This will then base the current balance of the currently-imported transactions and not take into account the pending transactions that have not yet been imported.

KeyBank

You may need to enable third-party access before you will be able to receive your transactions from the KeyBank bank feed connection. To enable third-party access, follow the steps below:

  1. Login to the bank site
  2. Click on Self-Service
  3. Click on Security Center
  4. Click on the Third-Party Access tab
  5. Click where it says Authorize Access

Once you have enabled third-party access, return to PocketSmith and sync your KeyBank bank feed connection. 


The United Kingdom and European banks

PSD2 and Salt Edge connections

Due to Open Banking and PSD2 regulations, we are no longer able to support UK/EU connections via our data partner, Yodlee, and support for PSD2-compliant connections is now available via Salt Edge: Salt Edge: UK & EU bank feed.

Please note that the availability of some accounts to connect via open banking may be restricted, as determined by your bank.

For example, under PSD2 legislation, banks are not obligated to offer open banking connections for some types of Savings accounts (where there are penalties at the bank for withdrawals that would deem those accounts exempt from the "payment account" classification). 

If you are finding that there are some accounts that are not available for connection, we would recommend that you reach out to your bank directly, and enquire as to whether there are plans to extend the accounts that are available to connect.

For now, we'll be happy to support you with any questions you might have about keeping transactions up to date with bank file imports


Other banks

DBS

Due to changes in the Multi-Factor Authentication at DBS, Yodlee is now only able to support this site as a bank feed for accounts that make use of the Physical Token security option provided by DBS.
If you would like to use the DBS bank feed, we recommend reaching out to DBS to let them know you no longer wish to use the  Digital Token. You can then select to use either SMS or a Physical Token for security. Please select the Physical Token and you should then be able to sync this connection in your PocketSmith account.

PayPal

Duplicate PayPal transactions when both Credit and Balance feeds are added
PayPal connections will produce duplicate transactions if both the PayPal Credit and PayPal Balance feed accounts are linked within PocketSmith. Transactions made via Paypal Credit Card accounts also appear on the PayPal Balance accounts.

This is due to how data is presented within the connection. Unfortunately, Yodlee isn't able to prevent these extra transactions from syncing at the moment.

PayPal: multi-currency transactions not converted
All PayPal transactions imported into PocketSmith will be imported into the account's native currency, regardless of the original currency of the transaction. 

This means that if you have both USD and EUR transactions in your PayPal account, and your PayPal account  within PocketSmith is set up as a USD account, then the EUR transactions will be imported, without being converted, as USD amounts.

We recommend manually editing the amount of any non-native transactions that occur within your PayPal account in PocketSmith to reflect the converted transaction amount.

Empower Retirement-Your Retirement Plan

We have been informed that Yodlee has shifted the support of Empower Retirement Plan - Participant to a new connection named: Empower Retirement-Your Retirement Plan.

If you need to add the new connection, then remove the older connection, please follow these steps:

When Yodlee had a connection with the feed called  Empower Retirement Plan - Participant they previously confirmed that Empower Retirement has requested Yodlee sync feeds within a very limited window. We expect these same requirements are imposed on the new Empower Retirement-Your Retirement Plan feed.

While Yodlee's syncs outside these time frames are expected to fail, syncs within the following time frames are expected to be successful.

As of the 16th of July 2021, 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 adding 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

Yodlee's automatic syncs between 1:00 am PST and 5:00 am PST are triggered each day.

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


Other persistent issues

Bank feeds affected by Google reCAPTCHA

Google reCAPTCHA is a security measure that some banks use for extra security. It is usually triggered when you log into your bank using the incognito tab or using a different computer.

Unfortunately, this particular security process blocks Yodlee from accessing the data required for bank feeds. This results in persistent errors on your connection and sometimes, if a workaround isn't found, bank feed support is removed.

If your connection has had support removed because of the use of Google reCAPTCHA, we recommend contacting your bank directly to ask that they remove the use of reCAPTCHA (or adjust it to allow Yodlee access).

Here is a list of bank feeds that can no longer be supported or are currently trying to find a workaround for Google reCAPTCHA:

Police Bank (Australia) - support removed
GLS Bank (Germany)
HSBC Bank (Australia) - support removed
HSBC Bank (Canada) - support removed       
HSBC Singapore (Singapore) - support removed
CareSuper (Australia) - support removed
Optum Bank - support removed
FairFX (UK) - support removed
HSBC (New Zealand)
Axis Mutual Fund (India) - support removed 
Travis CU - support removed
PayPal (Australia) - 50% affected
HSBC Credit Cards Online (Australia)
HSBC Bank Business Banking (Australia)
SunSuper (Australia)

HSBC (Mexico) - Recently had reCAPTCHA removed and is now supported 

Sites that are actively blocking Yodlee's connection attempts

United Nations FCU
Presidents Choice Financial Credit Card (Canada)
Target Credit Cards

Sites that are actively blocking Yodlee's connection attempts at certain times

Fidelity Investments - Yodlee have confirmed that the online banking site is blocking Yodlee refresh request IPs in peak hours of refreshes, due to US market volatility. The timestamp of blocking: 5:00 am and 8:00 am PST and 12:00 midday and 2:00 pm PST. Syncs outside of this timeframe are expected to be successful.
Vanguard Investments - Yodlee have confirmed that Vanguard blocks Yodlee IPs between 6 am and 1 pm PST, due to US market volatility, so unfortunately any sync triggered during that time frame is expected to fail. Syncs outside of this timeframe are expected to be successful.
EMJAY Retirement Services - Yodlee have let us know about sync restrictions that EMJAY Retirement Services have imposed. They say that you can add or edit credentials at any time on any day. On Sunday syncs can be triggered 13:00 - 24:00 PST. On Monday syncs can be triggered 00:00 - 01:00 PST. Every day of the week Yodlee triggered automatic syncs will be triggered between 01:00 - 05:00.

Still need help? Contact Us Contact Us