I’m getting an error for a new bank feed connection
If you are attempting to connect to a bank for the first time, or trying to view your existing connection, and are encountering issues, please locate your error message in the list below with further instructions and contact Service.
There was no connection available to negotiate the feed data
- Please attempt to connect to your bank via the View > Bank Account menu rather than the Dashboard screen
- If already connecting via the View > Bank Account menu and the error still appears, please contact Service and advise us what bank you are with, and what internet portal you use i.e. personal banking, business banking etc.
“Sorry, there was an error establishing the connection – We’ve been trying for too long.”
- This usually indicates a time out error while trying connect to your bank
- Please verify that your credentials are valid by logging into your normal online banking portal
- Once this is verified, attempt the connection again via View > Bank Accounts (ensuring “Capture Diagnostics” is checked).
- If the error still occurs, then please contact the Saasu Customer Experience team and advise us what bank you are with, and what internet portal you use i.e. personal banking, business banking etc.
“The MFA information was not submitted correctly. Please retry or contact the Saasu Customer Experience team.”
- Firstly verify if you are using a Multi-Factor authentication key such as a token, or a secret question/answer combo, or any other secondary authentication requirement
- Then attempt to log in again and wait for the prompt for you to enter this secondary information
- If the prompt does not appear, or if after the prompt you still get an error then please contact The Saasu Customer Experience team and advise us what bank you are with, and what internet portal you use i.e. personal banking, business banking etc.
“Sorry, an error has occurred. Please try again and contact Saasu Customer Experience team if you continue to experience problems.”
- Please attempt to connect to your bank via the View > Bank Account menu rather than the Dashboard screen
- If already connecting via the View > Bank Account menu and the error still appears, please contact Service and advise us what bank you are with, and what internet portal you use i.e. personal banking, business banking etc.
I have an existing bank feed connection and I’m getting this error
“Sorry, we cannot update your account because your username and/or password were incorrect.”
- Click on the ‘Update account username and password’ link (Or select Connect > Update Credentials) and re-enter your credentials
- Wait for the new update to flow through
- If this does not work, please verify that you are using the correct login details then email service with a screenshot of the error and advise us what bank you are with, and what internet portal you use i.e. personal banking, business banking etc.
“Sorry, there has been an issue updating your account. We will attempt to update your account automatically but if this problem persists, please contact the Saasu Customer Experience team.”
- Wait 24 hours and if the error message is still present, you will need to disable and re-enable your feed
- go to View > Bank Accounts, select the bank account to edit, click on the ‘Disable …’ link, then wait, and click on the ‘Enable …’ link once it reappears
Blank feed screen
- Click on ‘Update Credentials’
- If after updating there are no results, please contact the Customer Experience team and advise us what bank you are with, and what internet portal you use i.e. personal banking, business banking etc.
- If an error message appears that matches one of the listed errors, please follow the instructions as indicated by that help note.
“The bank account has been locked. Please contact your bank to unlock the account before proceeding. Once unlocked this bank feed will start automatically.”
- This usually indicates a failed number of attempts to connect to your bank.
- Please verify if your credentials are valid by logging into your normal online banking portal.
- Once this is verified, click on ‘Update Credentials’ to refresh the connection.
“This bank requires ‘Multi-Factor’ authentication”
- Firstly verify if you are using a Multi-Factor authentication key such as a token, or a secret question/answer combo, or any other secondary authentication requirement
- Then attempt to log in again and wait for the prompt for you to enter this secondary information
- If the prompt does not appear, or if after the prompt you still get an error then please contact Service and advise us what bank you are with, and what internet portal you use i.e. personal banking, business banking etc.
Any other error
Contact Saasu service team with as much information as possible about the issue you are experiencing
How frequently is the bank feed updated?
Direct Feeds – Automatically once a day. Transactions today will be automatically download tomorrow (1 day after the transaction). Please refer to Bank Feeds for details on how this works and the list of banks available for direct feeds.
Data Broker Feeds – Yodlee (our data broker) collects data twice a day but there is a dependency on how quickly banks change transactions from Pending to Finalised. This can be hours or even up to five to ten business days for some banks.
Saasu attempts to pickup your data a couple of times each day. The time this occurs moves around based on available resources.
Why are my bank feeds delayed?
If the transactions are still pending with your bank, these will not come through to Saasu until they are finalised. Specifically for Data Broker feeds through Yodlee, sometimes you may notice that it is taking a day or two longer for your bank transactions to show up in Saasu. Anything up to five to ten business days is within normal limits. If you have bank transactions that are taking longer than this, contact the Customer Experience team.
If you use Multi-Factor Authentication (MFA) to access your online banking system it is likely you will also need to use MFA to connect your Saasu bank feed/s. Please refer to Multi-factor Authentication help page.
The bank feeds have stopped
Data Broker feeds involve four parties: the account holder, Saasu, Yodlee (the Data Broker) and the bank. It uses the bank feed credentials (user ID and password) to push the feeds through. Bank feeds can stop if any of the parties makes a change. In a lot of cases, when the bank makes changes to their website, this affects the connection and stops the feeds. This is also the case if the bank has a pop-up window on their site after you have logged in (for example with new terms and conditions). For Data broker feeds which have stopped for more than 7 business days, please contact the Saasu Customer Experience team. It may also require disabling/enabling the bank feed again.
The bank feed connection has been disabled/removed
A bank feed connection can be disabled for a couple of reasons:
- The bank feed connection can be disabled from the Edit Bank Account screen. This may have been done inadvertently by any user that has access to this feature.
- If all the bank feeds connected to your file have been in error for more than 90 days and there has been no update received from the Data Broker (Yodlee) then Saasu will remove the feeds that are in error. Bank feeds with MFA (multi factor authentication) will not be removed regardless of how long the feeds have been in error. To prevent bank feeds from being removed when they are in error for a long period of time:
- please regularly check your bank feeds are successfully connecting
- disable bank feed connections from Saasu for any bank accounts that are no longer active (View > Bank Accounts > Disable Feed)
My bank feeds are offline, how do I get my data?
An indirect feed can be offline for a number of reasons – from issues with the Data Broker (Yodlee) to issues with the feed connecting at the bank. Please contact the Customer Experience Team and we will try to help get the bank feed working again for you.
If your Bank Feed is offline, you can continue your business operations and manually import bank data onto the bank feed page and process the transactions as normal. Click on the Import link in the bank feeds screen to import bank data. Importing transactions will mean that you don’t have to delay in processing you bank feed matching/reconciliation.
Why do I get duplicate transactions in my bank feed?
Unfortunately, indirect bank feeds (Yodlee Bank Feeds) sometimes experience issues which can result in duplicate transactions.
Generally our bank feed provider is able to detect and handle duplicated transactions. Occasionally they are missed and you will one or more transactions come through on your bank account twice. Most often this is because the duplicated transaction has a different description or the bank has made a small change to the transaction sometime after the original date and the bank feed has picked this up as a new transaction. It might also happen when banks update their online banking website and Yodlee hasn’t yet been able to update their connection. Yodlee typically addresses the issue and duplicates stop occurring.
If you don’t notice something is a duplicate in your bank feeds it should be picked up when you do your Bank Reconciliation.
Ho do I remove duplicate transactions from a Yodlee bank feed?
If your bank feed has imported duplicate transactions, it is recommended that you delete the 2nd (or subsequent) transaction manually from the bank feed before you inadvertently match the transaction. Select the checkbox to the left of the duplicate transaction then click “delete”. If you don’t delete the duplicate before matching/creating the transaction, you will also need to delete the transaction as well as the bank feed item.
Are my passwords safe with Yodlee? (Saasu’s data broker)
The passwords held by Yodlee, our feed provider, are completely safe. Yodlee is the biggest data feed provider in the world, supporting over 10,000 banks. ANZ Banking Group helped setup Yodlee to provide bank data feeds in Australia.
Why is my bank saying I have a virus?
The Data Broker feeds through Yodlee picks up your data and the IP address used to do that would differ from yours. Banks check IP addresses accessing your account for security risk reasons. If you use your mobile device and multiple other devices like tablets and computers to access your online banking, it’s possible to get the result of a locked online banking access which isn’t because of Saasu and Yodlee.
The bank is saying this isn’t authorised access
Under our Terms you grant Saasu a Limited Power of Attorney specifically for the purpose of accessing your account to collect data. You are free to quote this to bank officers as they often engage in misleading, deceptive and defamatory practises such as saying “it’s a virus” or “it’s a breach of your banking terms”. They cannot make these claims without knowing how Saasu collects your data. They are often completely unaware that we do this via the Limited Power of Attorney we hold.
What is the error “account has been locked” on bank feed screens?
If you are connecting to bank feeds at the same time that you are online on internet banking, the bank’s security can detect 2 separate log-ins to your internet banking. This can trigger the error which will cause your automatic bank feeds to be locked. In some cases, it can cause you from being locked from internet banking. Therefore, ensure that you are not logged on to internet banking at the same time that you are connecting to bank feeds.