Resolve issues with a bank feed

Any known issues with bank feeds are reported on this Bank feed status page.

If you're having problems connecting a bank feed, try

1. Log into your online banking service to confirm that your password and security information is correct.
2. While in online banking make sure you have accepted any changes to terms and conditions or viewed any outstanding messages as these can sometimes prevent us connecting to your account.
3. Make sure you're entering the same credentials you've just used to access your online bank account.

Before connecting a bank feed we recommend checking that the browser you're using on your computer, laptop, tablet or phone is set up to allow cookies from other websites.

Instructions for allowing cookies vary according to the internet browser software you're using. More details can be found on the following links:

• Safari (on an Apple Mac)
• Safari (on an Apple iPhone, or iPad)
• Google Chrome
• Microsoft Internet Explorer
  

The following errors or behaviour may be experienced if your device is not set up to allow cookies:

Only the account holder can authorise a bank feed, as online banking login details must be entered.

It's not possible for accountants to set up a bank feed connection for clients as the feed must be authorised using secure login details.

We check bank feeds for new transactions regularly through out the day and we rely on your bank to send us new transactions.

• Most banks send us transaction once a day, for the previous day.

• For direct bank feeds, we receive transactions on the following schedule:

  HSBC Tide	Every day, for the previous day
  NatWest Royal Bank of Scotland	Monday to Saturday, for the previous day
  Bank of Scotland Cashplus, Lloyds	Tuesday to Saturday, for the previous day

You may not see all the transactions imported into Accounting that you can see in your online banking service.

If you are not seeing transactions you're expecting to see, we recommend that you:

• Check your bank feed is working properly. We update the Bank feed status page on the Sage website with known problems.

• Check to see if your bank feed needs to be re-authenticated. Bank feeds managed via Plaid must be re-authenticated every 90 days for security reasons. You should see a message at the top of the page if re-authentication is needed. Click Enter Credentials to re-authorise the bank feed.

  

In some cases you may discover that your bank feed has imported duplicate transactions. This may be because your bank has made an error in providing transactions to us, or something has gone wrong with the bank feed.

Where we have identified an issue with a particular bank feed, we will update the bank feeds status page. This will tell you if there is a reported incident.

This article explains how to remove any duplicate transactions from your bank feed or bank account.

1. Verify that the transactions are duplicates, and not two transactions with the same values.
2. Discard the duplicated transactions from the bank feed.
3. If you have already added the transactions to your bank account in Accounting, delete them before completing your bank reconciliation.

For information on how to delete bank duplicate bank transactions, see Duplicate transactions in your bank feed