Resolve issues with a bank feed

This article covers some common troubleshooting steps to

  • Help you connect your bank feed
  • Help when transactions are not importing from your bank feed as expected.

Problems finding a bank feed to connect to

We are able to set up a bank feed for most bank accounts.

Check whether a bank feed is available for your account.

If a bank feed is not available for your account, we recommend checking again soon, as new feeds are added regularly.

Without a bank feed set up you can choose to enter transactions manually, or, alternatively, export transactions data from your online banking service as a digital file and then import this into Accounting Start. See

Problems connecting a bank feed

Here re some troubleshooting tip if you're having problems connecting your bank feed.

Check the status of your bank feed

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

Check your online bank credentials

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.

Check your browser to make sure it allows cookies

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:

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

What you might see When or where you ight see it
Error - We are having technical difficulties, please try again Any time when connecting a bank feed
When you enter the name of your bank or credit card company in the search box a drop-down list of available bank feeds does not appear when you start typing. When searching for bank accounts on the Connect your bank screen.
Error 402
Error 414 When connecting to bank accounts

Can someone else authorise my bank feed?

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.

Problems with a bank feed you've already connected

Here are some troubleshooting steps when transactions are missing from your bank feed or have been duplicated.

Expected transactions have not been imported

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 Start 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.

Duplicate transactions in your 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 Start, delete them before completing your bank reconciliation.

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

Still having problems

Use our troubleshooting articles to walk through common scenarios and escalate your issue to our customer support:

Resolve bank feed connections

Troubleshoot downloading transactions from a bank feed