Problems connecting a bank feed

Note: The language setting on your Internet banking account must be English. Other languages are not supported.

Check your online bank credentials

If you are having problems connecting a bank feed, try:

1. Log in to your online banking service (using a web browser, not a mobile app) and confirm that your password and security information is correct.
2. Manually type in your login details and do not use autofill or saved login details.
3. While in online banking, make sure you have accepted any changes to terms and conditions.
4. Viewed any outstanding messages as these can sometimes prevent us from connecting to your account.
5. Make sure you are entering the same credentials you have used to access your online bank account.
6. Some banks require that you approve prompts on their banking app to connect, such as FNB.
7. Some banks only allow Admin users to connect to a bank feed, such as Investec.

Check your browser to make sure it allows cookies

Before connecting to a bank feed, we recommend checking that the browser you are using on your devices allow cookies from other websites.

Instructions for allowing cookies vary according to the Internet browser software you are using. Find out more about details on the following links:

• Safari (on an Apple Mac)
• Safari (on an Apple iPhone, or iPad)
• Google Chrome
• Microsoft Internet Explorer

If your device is not set to allow cookies, you could experience the below errors:

Can someone else authorise my bank feed?

Only the account holder can authorise a bank feed, as you will need to enter your online banking login details.

Accountants cannot set up a bank feed connection for clients as the feed requires authentication using secure login details.

Problems with a bank feed you have already connected

I do not see new transactions or transactions I was expecting to see

We check our bank feeds for new transactions regularly throughout the day and we rely on your bank to send us new transactions.

If you do not see all the transactions imported into Sage Accounting that you see on your online banking service.

If you are not seeing transactions you are 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 you need to reauthorise your bank feed.

• Yodlee banking feeds need to be reauthorise every 90 days for security reasons.

• You will see a message at the top of the page to reauthorise the bank feeds.

• Click Enter Credentials to reauthorise the bank feed.

You can also attempt to refresh transactions manually by clicking on "Fetch Transaction Manually"

• There are occasions when the banking site is unavailable to 3rd party integrations.
• This could be due to an upgrade or maintenance on the banking site.
• You can find the status of your bank here - Bank Feed Status Page.