Resolve bank feed connections

Identify and fix issues in connecting Accounting Start to your bank account.

Depending on your bank and account type, there are two different ways that we connect to your account:

• Direct feeds. Where Accounting Start is connected directly to your bank account.
• Indirect feeds. Where Accounting Start connects to your bank account via Plaid, a third-party provider.

This article walks you through some basic steps to identify your connection type, any issues you may be experiencing, and provide potential solutions. Where we cannot provide a solution, complete an escalation form to send to our Support team.

For issues with downloading transactions, see Working with bank feed transactions.

To begin, please click Start.

Start

Escalate your issue to our Support team.

Complete and Submit the Bank Feed Escalation form below.

Bank Feed Escalation Form

 NOTE: Note: We only action issues using this form when your issue is outside the accepted service level for your feed.  

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Escalate your issue to our support team.

Complete and Submit the Bank Feed Escalation form below.

Bank Feed Escalation Form

 NOTE: Note: We only action issues using this form when your issue is outside the accepted service level for your feed.  

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

YesNoPreviousRestart

Your bank feed is operating within our expected Service Level, please wait three 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?

YesNoPreviousRestart

Do you have ten or less duplicate transactions?

YesNoPreviousRestart

Escalate this issue to our support team.

Complete and Submit the Bank Feed Escalation form below.

Bank Feed Escalation Form

 NOTE: Note: We only action issues using this form when your issue is outside the accepted service level for your feed.  

PreviousRestart

Escalate this issue to our support team.

Complete and Submit the Bank Feed Escalation form below.

Bank Feed Escalation Form

 NOTE: Note: We only action issues using this form when your issue is outside the accepted service level for your feed.  

PreviousRestart

Escalate this issue to our support team.

Complete and Submit the Bank Feed Escalation form below.

Bank Feed Escalation Form

 NOTE: Note: We only action issues using this form when your issue is outside the accepted service level for your feed.  

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When setting up you bank feed, did you sign into your bank account to authorise the feed?

YesNoPreviousRestart

YesNoPreviousRestart

This means you're using a direct feed.

Did you complete the bank feed set up successfully?

YesNoPreviousRestart

We don't currently have a bank feed for your bank account.

You can still import transactions from your bank into your accounts using CSV, CSV, QIF or OFX file.

Use the import statement functionality to import your monthly statements.

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Your bank account is currently not supported by Bank Feeds; you can use the import statement functionality to import your monthly statements.

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

ContinuePreviousRestart

Check that you have the correct details and try again.

Have you been able to authenticate your account?

YesNoPreviousRestart

Have you been able to authenticate your account when requested?

The exact details required vary from bank to bank but usually require you to enter the same credentials that you use to log into your online bank account.

YesNoPreviousRestart

Can you log into your online banking using the same credentials (user name, password etc)?

YesNoPreviousRestart

Confirm your credentials with your bank and try again.

Try again?PreviousRestart

Have you completed any additional checks and confirmed your account providing any additional security information if requested?

Some banks may send an authorisation code to your mobile phone for example.

YesNoPreviousRestart

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

Try again?PreviousRestart

Are you getting any error messages?

YesNoPreviousRestart

Does your feed connect?

YesNoPreviousRestart

Your bank feed should now be working. The frequency of receiving transactions varies between banks. See Connect Accounting Start your bank to find out more.

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Are there known issues reported on the Bank feed status page for your bank?

YesNoPreviousRestart

Check the status of your bank feed

Are there known issues reported on the Bank feed status page for your bank?

YesNoPreviousRestart

Please wait until 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 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 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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What is status of your feed on the bank account tile?

Connection pendingConnection failedPreviousRestart

Your bank feed may take several days to be authorised.

Have you waited the required amount of time for your bank authorisation?

Leave enough time for your feed to be authorised and check again.

I have waited the required timePreviousRestart

Did you get an error message saying your credentials are already in use in another account?

YesNoPreviousRestart

Your bank is connected by a direct feed to a different Sage bank account. This could be because your bank is connected to your old subscription or a trial account.

If your bank is supported through Plaid, our third party provider, you can immediately connect your bank to your new subscription through open banking.

If your bank is not supported through Plaid, you'll need to disconect the bank from your old subscription before you can connect it to your new subscription. If you have access to your old subscription, log in and disconnect the bank.

If you can not log into your old subscription, complete the Bank Feed Escalation form so our support team can disconnect it for you.

You'll need to wait for the old subscription to disconnect which can take up to 2 weeks, then you can connect the bank to your new subscription.

Bank Feed Escalation Form

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 NOTE: Note: We only action issues using this form when your issue is outside the accepted service level for your feed.  

Please contact us so we can help you troubleshoot further. Call us on 0191 479 5911 or contact us via web chat.

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Are there known issues reported on the Bank feed status page for your bank?

YesNoPreviousRestart

Please wait until 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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