| | Troubleshoot bank feed issues |
| Description |  TIP: You can check for any issues with services, including Bank Feeds on our status page >
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| Resolution | | [BCB:18:Wizard code:ECB] Before you start, check that your data path dosen't include a domain name as this can cause unexpected errors.
If you’re having issues using or setting up bank feeds, you can use this guide to help you resolve the following:
- Set up issues
- Duplicate transactions
- Missing transactions
- Refreshing issues
 NOTE: If you see the error 'The page you are looking for is either removed or not accessible' ensure your data service is the same version as the computer you are setting up on.
For a list of compatible banks, refer here > To begin, please click start. Startnull;null;wiz2,wiz1 Is your problem with an existing Bank feed or connecting a new bank feed? Previousnull;null;wiz1,wiz2 Existing Feednull;null;wiz3,wiz2 Connecting Feednull;null;wiz29,wiz2 What is the issue relating to? - Option 1 – No new transactions appear when I refresh the feed.
- Option 2 – Duplicate transactions.
- Option 3 – Missing entries in the sequence of transactions.
- Option 4 – Other issues.
Restartnull;null;wiz1,wiz3 Previousnull;null;wiz2,wiz3 Option 1null;null;wiz4,wiz3 Option 2null;null;wiz5,wiz3 Option 3null;null;wiz55,wiz3 Option 4null;null;wiz4,wiz3 Check your bank is working correctly from the Bank feed status page.
Is an issue with your bank listed on this page? Restartnull;null;wiz1,wiz4 Previousnull;null;wiz3,wiz4 Yesnull;null;wiz7,wiz4 Nonull;null;wiz8,wiz4 Is this the first time you’ve seen duplicate transactions? Restartnull;null;wiz1,wiz5 Previousnull;null;wiz3,wiz5 Yesnull;null;wiz23,wiz5 Nonull;null;wiz22,wiz5 Is this the first time you’ve had missing transactions? Restartnull;null;wiz1,wiz6 Previousnull;null;wiz55,wiz6 Yesnull;null;wiz26,wiz6 Nonull;null;wiz24b,wiz6 Please wait until the issue with your bank is no longer listed or is reported as ‘resolved’ and then try downloading your transactions again.
We recommend you bookmark the bank feed status page. Restartnull;null;wiz1,wiz7 Previousnull;null;wiz4,wiz7 - Go to Bank accounts.
- Select the relevant bank account, then click Edit.
If you have a last import date and the last number of downloaded transactions you are using Third Party.  Do you use a third party bank feed? Restartnull;null;wiz1,wiz8 Previousnull;null;wiz4,wiz8 Yesnull;null;wiz9,wiz8 Nonull;null;wiz16,wiz8 Are you getting an error message? Restartnull;null;wiz1,wiz9 Previousnull;null;wiz8,wiz9 Yesnull;null;wiz51c,wiz9 Nonull;null;wiz20,wiz9 We’ve gathered the most common errors and the solutions, check the article below for your error code and if applicable, follow the steps in the solution.
Bank feeds – common error codes
If your issue still exists, click Continue.
Restartnull;null;wiz1,wiz11 Previousnull;null;wiz16,wiz11 Continuenull;null;wiz51b,wiz11 You need to escalate this issue to Sage support.
Please contact our Sage Support team on 0191 479 5955. Restartnull;null;wiz1,wiz15b Previousnull;null;wiz20,wiz15b You need to escalate this issue to Sage support.
Please contact our Sage Support team on 0191 479 5955. Restartnull;null;wiz1,wiz15c Previousnull;null;wiz13b,wiz15c Are you getting an error message? Restartnull;null;wiz1,wiz16 Previousnull;null;wiz8,wiz16 Yesnull;null;wiz11,wiz16 Nonull;null;wiz18,wiz16 You need to escalate this issue to Sage support.
Please contact our Sage Support team on 0191 479 5955. Restartnull;null;wiz1,wiz17 Previousnull;null;wiz18,wiz17 You need to escalate this issue to Sage support.
Please contact our Sage Support team on 0191 479 5955. Restartnull;null;wiz1,wiz17b Previousnull;null;wiz50,wiz17b Has it been five or more working days since you downloaded the last transactions? Restartnull;null;wiz1,wiz18 Previousnull;null;wiz16,wiz18 Yesnull;null;wiz17,wiz18 Nonull;null;wiz19,wiz18 Your bank feed is operating within our expected Service Level, please wait five working days and try again. Restartnull;null;wiz1,wiz19 Previousnull;null;wiz18,wiz19 Your bank feed is operating within our expected Service Level, please wait five working days and try again. Restartnull;null;wiz1,wiz19b Previousnull;null;wiz20,wiz19b Has it been five or more working days since the last transactions were downloaded? Restartnull;null;wiz1,wiz20 Previousnull;null;wiz9,wiz20 Yesnull;null;wiz15b,wiz20 Nonull;null;wiz19b,wiz20 Have you had duplicated transactions occurring on multiple refreshes? Restartnull;null;wiz1,wiz22 Previousnull;null;wiz5,wiz22 Yesnull;null;wiz24,wiz22 Nonull;null;wiz23b,wiz22 Delete the duplicate transactions from the bank feeds and monitor for future incidents. If it occurs again, please follow the steps again. - Go to Bank accounts.
- Click the relevant bank account, then click Bank feeds.
- Highlight the duplicate transactions and click Ignore.
Restartnull;null;wiz1,wiz23 Previousnull;null;wiz5,wiz23 Delete the duplicate transactions from the bank feeds and monitor for future incidents. If it occurs again, please follow the steps again. - Go to Bank accounts.
- Click the relevant bank account, then click Bank feeds.
- Highlight the duplicate transactions and click Ignore.
Restartnull;null;wiz1,wiz23 Previousnull;null;wiz22,wiz23b You need to escalate this issue to Sage support.
Please contact our Sage Support team on 0191 479 5955. Restartnull;null;wiz1,wiz24 Previousnull;null;wiz22,wiz24 You need to escalate this issue to Sage support.
Please contact our Sage Support team on 0191 479 5955. Restartnull;null;wiz1,wiz24b Previousnull;null;wiz6,wiz24b You need to escalate this issue to Sage support.
Please contact our Sage Support team on 0191 479 5955. Restartnull;null;wiz1,wiz24c Previousnull;null;wiz41,wiz24c You need to escalate this issue to Sage support.
Please contact our Sage Support team on 0191 479 5955. Restartnull;null;wiz1,wiz24e Previousnull;null;wiz44,wiz24e Process the missing transactions manually and monitor transactions coming into the feed. If you receive missing transactions again, please follow this article again. Related Articles Restartnull;null;wiz1,wiz26 Previousnull;null;wiz6,wiz26 When connecting your feed, did you enter the same details as your online banking? Restartnull;null;wiz1,wiz29 Previousnull;null;wiz2,wiz29 Yesnull;null;wiz30,wiz29 Nonull;null;wiz31,wiz29 Does your bank account and type appear when you search for it? - Go to Bank accounts.
- Highlight the relevant Bank account, then click Bank feeds.
Restartnull;null;wiz1,wiz30 Previousnull;null;wiz29,wiz30 Yesnull;null;wiz33,wiz30 Nonull;null;wiz32,wiz30 Did you complete the bank feed set up successfully? Restartnull;null;wiz1,wiz31 Previousnull;null;wiz29,wiz31 Yesnull;null;wiz47,wiz31 Nonull;null;wiz54,wiz31 Your bank account is currently not supported by Bank Feeds. Related Articles Restartnull;null;wiz1,wiz32 Previousnull;null;wiz30,wiz32 Your bank account is currently not supported by Bank Feeds. Related Articles Restartnull;null;wiz1,wiz32b Previousnull;null;wiz34,wiz32b Is the URL listed on the bank feed setup page and is it the one you use to access your Online Bank Account? Restartnull;null;wiz1,wiz33 Previousnull;null;wiz30,wiz33 Yesnull;null;wiz36,wiz33 Nonull;null;wiz34,wiz33 Try searching for account type again; can you find your bank account? Restartnull;null;wiz1,wiz34 Previousnull;null;wiz33,wiz34 Yesnull;null;wiz35,wiz34 Nonull;null;wiz32b,wiz34 Please enter the correct credentials and if required re-authorise. Restartnull;null;wiz1,wiz35 Previousnull;null;wiz34,wiz35 Continuenull;null;wiz36,wiz35 Please enter the correct credentials and if required re-authorise. Restartnull;null;wiz1,wiz35b Previousnull;null;wiz36,wiz35b Try Again?null;null;wiz36,wiz35b Have you entered the correct credentials into the feed when setting up or completed the relevant authorisation via Open Banking? Restartnull;null;wiz1,wiz36 Previousnull;null;wiz33,wiz36 Yesnull;null;wiz37,wiz36 Nonull;null;wiz35b,wiz36 Are you able to log into your online banking using the same credentials? NOTE: If you have set up your bank feed via Open Banking click Yes. Restartnull;null;wiz1,wiz37 Previousnull;null;wiz36,wiz37 Yesnull;null;wiz39,wiz37 Nonull;null;wiz38,wiz37 Confirm your credentials with your bank and try again. NOTE: If this issue continues, please contact your bank. Restartnull;null;wiz1,wiz38 Previousnull;null;wiz37,wiz38 Try Again?null;null;wiz37,wiz38 Are you providing any additional security information requested by the feed? Restartnull;null;wiz1,wiz39 Previousnull;null;wiz37,wiz39 Yesnull;null;wiz45,wiz39 Nonull;null;wiz40,wiz39 Please enter all requested security information and then click try again. Restartnull;null;wiz1,wiz40 Previousnull;null;wiz39,wiz40 Try Again?null;null;wiz39,wiz40 Are you getting an error message? Restartnull;null;wiz1,wiz41 Previousnull;null;wiz45,wiz41 Yesnull;null;wiz51d,wiz41 Nonull;null;wiz24c,wiz41 Your bank feeds should now be working, please remember transaction frequencies depends on your bank account. Restartnull;null;wiz1,wiz43 Previousnull;null;wiz41,wiz43 Your bank feeds should now be working, please remember transaction frequencies depends on your bank account. Restartnull;null;wiz1,wiz43b Previousnull;null;wiz44,wiz43b We’ve gathered the most common errors and the solutions, check the article below for your error code and if applicable, follow the steps in the solution.
Bank feeds – common error codes
If your issue still exists, click Continue. Restartnull;null;wiz1,wiz44 Previousnull;null;wiz41,wiz44 Continuenull;null;wiz24e,wiz44 Check your bank is working correctly from the Bank feed status page.
Is an issue with your bank listed on this page? Restartnull;null;wiz1,wiz45 Previousnull;null;wiz39,wiz45 Yesnull;null;wiz46,wiz45 Nonull;null;wiz41,wiz45 Check your bank is working correctly from the Bank feed status page.
Is an issue with your bank listed on this page? Restartnull;null;wiz1,wiz45b Previousnull;null;wiz44,wiz45b Yesnull;null;wiz46b,wiz45b Nonull;null;wiz24d,wiz45b Please wait until the issue with your bank is no longer listed or is reported as ‘resolved’ and then try your feed connection again.
We recommend you bookmark the bank feed status page. Restartnull;null;wiz1,wiz46 Previousnull;null;wiz45,wiz46 Please wait until the issue with your bank is no longer listed or is reported as ‘resolved’ and then try your feed connection again.
We recommend you bookmark the bank feed status page. Restartnull;null;wiz1,wiz46b Previousnull;null;wiz45b,wiz46b Does the bank feed status say pending? - Go to Bank accounts.
- Select the relevant bank account, then click Edit.
- Under Bank feeds check your status.
Restartnull;null;wiz1,wiz47 Previousnull;null;wiz31,wiz47 Yesnull;null;wiz48,wiz47 Nonull;null;wiz53,wiz47 Have you completed and submitted the bank authorisation form to the address specified? NOTE: For HSBC and Tide enabled the feed from your banking portal? Restartnull;null;wiz1,wiz48 Previousnull;null;wiz47,wiz48 Yesnull;null;wiz49b,wiz48 Nonull;null;wiz49,wiz48 To enable bank feeds you must send an authorisation form to the address listed on the form. NOTE: For HSBC and Tide bank accounts you must enable your feed from your banking portal. - Go to Bank accounts.
- Select the relevant bank account, then click Edit.
- Click Memo, then select the file.
View screenshotnull;null;ss3 Restartnull;null;wiz1,wiz49 Previousnull;null;wiz48,wiz49 To enable bank feeds you must send an authorisation form to the address listed on the form. NOTE: For HSBC and Tide bank accounts you must enable your feed from your banking portal. - Go to Bank accounts.
- Select the relevant bank account, then click Edit.
- Click Memo, then select the file.
View screenshotnull;null;ss4 If you have already sent the form to your bank twice or confirmed your banking portal is enabled, click Continue. Restartnull;null;wiz1,wiz49b Previousnull;null;wiz48,wiz49b Continuenull;null;wiz50,wiz49b To allow your bank feed to connect you must wait 15 working days for your bank feed authorisation. If you have not waited the required amount of time, please wait for your bank feed to switch on. Restartnull;null;wiz1,wiz50 Previousnull;null;wiz49b,wiz50 I have waited the required timenull;null;wiz17b,wiz50 Your issue requires additional troubleshooting, please contact Sage Support. Restartnull;null;wiz1,wiz51 Previousnull;null;wiz54,wiz51 Your issue requires additional troubleshooting, please contact Sage Support. NOTE: Internal only: Follow usual troubeshooting, then contact TSL. Restartnull;null;wiz1,wiz51b Previousnull;null;wiz11,wiz51b Your issue requires additional troubleshooting, please contact Sage Support. NOTE: Internal only: Follow usual troubeshooting, then contact TSL. Restartnull;null;wiz1,wiz51c Previousnull;null;wiz9,wiz51c Your issue requires additional troubleshooting, please contact Sage Support. Restartnull;null;wiz1,wiz51d Previousnull;null;wiz41,wiz51d null;null;wiz55,wiz56
Please, set up your Set up bank feed again.
Restartnull;null;wiz1,wiz53 Previousnull;null;wiz47,wiz53 Did you receive the message "Error creating Bank Feeds Bank"? Restartnull;null;wiz1,wiz54 Previousnull;null;wiz31,wiz54 Yesnull;null;wiz52,wiz54 Nonull;null;wiz51,wiz54 Check your bank is working correctly from the Bank feed status page.
Is an issue with your bank listed on this page? Restartnull;null;wiz1,wiz55 Previousnull;null;wiz3,wiz55 Yesnull;null;wiz56,wiz55 Nonull;null;wiz6,wiz55 Please wait until the issue with your bank is no longer listed or is reported as ‘resolved’ and then try downloading your transactions again.
We recommend you bookmark the bank feed status page.
Restartnull;null;wiz1,wiz56 Previousnull;null;wiz55,wiz56
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