Duplicate, missing, or incorrect transactions in bank feed accounts

๐Ÿšง Work in Progress ๐Ÿšง

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!

Bank feeds occasionally experience issues that may result in missing transactions, duplicate transactions, or transactions with incorrect information (e.g. merchant name).
This happens most often when the online banking website format changes unexpectedly ๐Ÿ˜ฎand requires the bank feed to be updated accordingly.

In this user guide

Duplicate transactions ๐Ÿ‘ฏ

For the most part, PocketSmith can detect and handle duplicate transactions provided to us by our bank feed provider, Yodlee. When PocketSmith detects duplicates, it will merge the two transactions to show the most accurate information, including retaining any categorizations, labels, or other notes entered in PocketSmith.

Occasionally, our system is not able to detect duplicates. Most often, this is because the duplicated transactions have different dates (this usually affects pending transactions) or different merchant names (these are often updated after the pending transaction becomes posted).

What to do if you find duplicate transactions

Duplicate transactions are recent, and there are many:
If you notice any recent duplicate transactions being brought in by the bank feed, please get in touch via the Help menu within PocketSmith ( Help > Get Help) so that we can investigate this for you.

To begin an investigation of any duplicate transaction issues, we need:

  • a screenshot, or a transaction export file, from your online banking website for the relevant time period;
  • and some examples of the affected transactions in PocketSmith.

Duplicate transactions, older than 90 days:
If you discover duplicate transactions that are over 90 days old, and there are no recent instances of duplicates, then it's safe to delete these. It's best to first compare your transactions within PocketSmith to your online banking to confirm whether they are true duplicates before taking the step of deleting a transaction.

You can learn how to delete a transaction here: Deleting one or more transactions.

Using the find duplicates tool ๐Ÿ”ง

When they occur, most users notice duplicate transactions through their regular use of PocketSmith. However, you're also able to use the  Find duplicates tool to identify any potential duplicate transactions.

You can then compare the highlighted transactions to your online banking to confirm whether they are true duplicates (rather than two transactions of the same amount that happened to occur at the same merchant, on the same day).

The Find duplicates tool is located in the toolbar on the Transactions page ( Accounts > Transactions):


The Find duplicates tool is only able to identify duplicates that are posted on the same date. If the duplicate transactions are posted on different dates, then this tool will not flag them as potential duplicates. 

Missing transactions ๐Ÿ•ณ

Occasionally, missing transactions can occur when the bank feed account becomes disconnected from the account in PocketSmith. You may notice that new transactions stopped being imported after a specific date and that the bank account is now showing in the Ready to connect section on the Account Summary page.

In these situations, the bank feed account can be re-connected to the existing PocketSmith account, and the missing transactions should start syncing through to PocketSmith again. For more detail on re-connecting your accounts, please see: Linking your feed account to an existing account in PocketSmith.

Intermittently-missing transactions are more difficult to discover and are usually due to a problem with the bank feed that will need to be addressed by our bank feed provider, Yodlee.

To begin an investigation of any missing transaction issues, we need:

  • a screenshot, or a transaction export file, from your online banking website for the relevant time period.

Missing transactions older than 90 days

When you first add your bank into PocketSmith, the bank feed attempts to gather up to the last 90 days of your transaction history. Following this initial import, the bank feed will then only sync up to the last 28 days.

If you are missing transactions that are older than 90 days, the bank feed will not be able to retrieve them to display in PocketSmith. The best alternative is to import bank files from your online banking into PocketSmith to fill in these gaps. Find out more about: Importing bank files into an existing bank account on the Account Summary page

Incorrect transaction details โŒ

Changes to the formatting of account listing pages at online banking websites (even minor ones that you might not notice) can result in incorrect transaction information being displayed in PocketSmith. Typically, this results in an incorrect merchant name, and can occasionally lead to incorrect transaction values.

To begin an investigation of any incorrect transaction details, we need:

  • a screenshot, or a transaction export file, from your online banking website for the relevant time period showing the correct details;
  • and some examples of the affected transactions in PocketSmith.

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