Troubleshoot bank feed issues

Summary

Steps to resolve Bank feed errors in Sage 50 Accounts.

Description

TIP: You can check for any issues with services, including Bank Feeds on our status page.

Resolution

Before you start, check that your data path doesn'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.

See a list of compatible banks.

To begin, please click start.

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Is your problem with an existing Bank feed or connecting a new bank feed?

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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.

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Check your bank is working correctly from the Bank feed status page.

Is an issue with your bank listed on this page?

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Is this the first time you’ve seen duplicate transactions?

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Is this the first time you’ve had missing transactions?

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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.

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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?

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Are you getting an error message?

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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.

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You need to escalate this issue to Sage support.

Please contact our Sage Support team on 0191 479 5955.

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You need to escalate this issue to Sage support.

Please contact our Sage Support team on 0191 479 5955.

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Are you getting an error message?

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You need to escalate this issue to Sage support.

Please contact our Sage Support team on 0191 479 5955.

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You need to escalate this issue to Sage support.

Please contact our Sage Support team on 0191 479 5955.

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Has it been five or more working days since you downloaded the last transactions?

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Your bank feed is operating within our expected Service Level, please wait five working days and try again.

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Your bank feed is operating within our expected Service Level, please wait five working days and try again.

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Has it been five or more working days since the last transactions were downloaded?

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Have you had duplicated transactions occurring on multiple refreshes?

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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.

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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.

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You need to escalate this issue to Sage support.

Please contact our Sage Support team on 0191 479 5955.

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You need to escalate this issue to Sage support.

Please contact our Sage Support team on 0191 479 5955.

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You need to escalate this issue to Sage support.

Please contact our Sage Support team on 0191 479 5955.

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You need to escalate this issue to Sage support.

Please contact our Sage Support team on 0191 479 5955.

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Process the missing transactions manually and monitor transactions coming into the feed. If you receive missing transactions again, please follow this article again.

Customer receipts
Supplier payments
Payment on account
Record a payment or receipt when there is no invoice

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When connecting your feed, did you enter the same details as your online banking?

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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.

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Did you complete the bank feed set up successfully?

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Your bank account is currently not supported by Bank Feeds.

Customer receipts
Supplier payments
Payment on account
Record a payment or receipt when there is no invoice

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Your bank account is currently not supported by Bank Feeds.

Customer receipts
Supplier payments
Payment on account
Record a payment or receipt when there is no invoice

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Is the URL listed on the bank feed setup page and is it the one you use to access your Online Bank Account?

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Try searching for account type again; can you find your bank account?

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Please enter the correct credentials and if required re-authorise.

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Please enter the correct credentials and if required re-authorise.

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Have you entered the correct credentials into the feed when setting up or completed the relevant authorisation via Open Banking?

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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.

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Confirm your credentials with your bank and try again.

NOTE: If this issue continues, please contact your bank.

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Are you providing any additional security information requested by the feed?

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Please enter all requested security information and then click try again.

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Are you getting an error message?

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Your bank feeds should now be working, please remember transaction frequencies depends on your bank account.

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Your bank feeds should now be working, please remember transaction frequencies depends on your bank account.

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Check your bank is working correctly from the Bank feed status page.

Is an issue with your bank listed on this page?

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Check your bank is working correctly from the Bank feed status page.

Is an issue with your bank listed on this page?

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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.

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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.

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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.

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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?

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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.

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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.

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If you have already sent the form to your bank twice or confirmed your banking portal is enabled, click Continue.

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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.

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Your issue requires additional troubleshooting, please contact Sage Support.

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Your issue requires additional troubleshooting, please contact Sage Support.

NOTE: Internal only: Follow usual troubeshooting, then contact TSL.

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Your issue requires additional troubleshooting, please contact Sage Support.

NOTE: Internal only: Follow usual troubeshooting, then contact TSL.

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Your issue requires additional troubleshooting, please contact Sage Support.

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Please, set up your Set up bank feed again.

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Did you receive the message "Error creating Bank Feeds Bank"?

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Check your bank is working correctly from the Bank feed status page.

Is an issue with your bank listed on this page?

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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.
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Troubleshoot bank feed issues

Summary

Description

Resolution

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