posted this on August 31, 2012 19:13
We are currently experiencing difficulties accessing HSBC accounts.
We are working on this problem and expect to have it resolved very soon
Has this been resolved yet?
I get error 522 when trying to access my HSBC account
Version 1 does not support HSBC Secure Key, the post above references Version 2.
Do you have any updates on this issue? i am very impressed with the new Money Dashboard, and other than some wrinkles that need ironing out, getting the HSBC accounts working is the only thing stopping me from using another service.
the only thing so far that would stop me moving over fully from Yodlee is the lack of manual accounts, as I have some personal family loans that i like to keep track of.
otherwise good work!
Should read "stopping me moving from using another service!"
Hi Andrew, thanks for your support. Currently HSBC support is still in Beta testing while we work on intermittent connectivity issues. We'll keep you updated when we have a fix in place.
Is there any ETA on this fix?
+ 1 for an ETA
Also after an ETA.
I'm afraid an ETA is not possible until we identify the root cause of the issue. Once we have that established we will have a good idea of time-scales for resolution.
We apologise for the inconvenience and rest assured we are working on this as a priority.
Really looking forward to the support for HSBC coming through...I used this service in version 1 and now I have had a taster with another account in version 2 and I am really excited to try it out!!
I'm guessing this was fixed? It started working for the first time for me today.
I checked the site after the last comment was placed yesterday and i too got through the add account stage, but sods law i didnt have the code generator to complete my sign in details!
Sadly any other attempt since then has failed, but differently to previous attempts in that it doesn't error out, it just sits doing nothing.
I am also finding that updating accounts seems to hang for a long time. Could you add a cancel button to these dialog boxes? the only way to get out of them is to close the window completely.
I'm glad you got connected but it's still not as stable as we'd like so I wouldn't mark it as fixed. Getting there though.
Hi - any more news on this?
Does this include First Direct? Seems to get stuck in a loop.
Hi Guys, its getting increasingly frustrating that V2 was launched without getting HSBC working. I always used V1 prior to HSBC changing to secure key but haven't been able to use it since (over a year) Please get this service working asap, at the moment i feel it will be another year waiting!!!
Agreed, updating my hsbc account just hangs and I've only got through to the memorable word stage once. Seems more alpha than beta.
It simply does not work!!! Please fix it...
Can we at least get an update on where you are with this? Is it being developed/tested or are you only analysing what the issue is? It's quite frustrating to see it on the supplier list, but for it to not work, and it's certainly not in beta condition!
It would be nice to know the status, it can't be an easy fix as Yodlee took a long time to implement it as well. However you would have thought that if they have done it, and i presume that moneydashboard uses the Yodlee api (correct me if i am wrong) that there might be some sort of help or advice for these sites?
Does it have anything to do with timing out? I had a recent issue with my Nationwide accounts failing, after deleting them i tried to add them again, they connected pretty quickly and added all the data. later in the day i tried to refresh my accounts and it took 30mins before i killed the page. all accounts had updated though. so it appears there may be an issue with the refresh system?
Also just hangs for me. I never get past the first step, even after almost an hour. First time I've tried this service, so it's off to a pretty poor start.
Still no luck with this. lovemoney.com works with HSBC, so why does this not?
I can't even get lovemoney.com to work!
Wasn't even aware of lovemoney.com. However as Rory says, it doesnt seem to work anyway!! What accounts actually work, might just change damn back, looks like it would be quicker than waiting for anyone to fix this damn issue.
Ye tried it again a few hours later and it all worked fine, on love money that is!
This has been such a disappointing relaunch, what with the catastrophic failures right after launch and subsequent lack of support for one of the UK's most popular banks. I hope the Money Dashboard team has learnt a lot of lessons about the fundamentals of testing stress, focus groups, etc and not releasing a product until it's more than adequate shape. You can get away with that when it's a new startup that nobody uses or relies on, but Money Dashboard has been around for quite some time.
Yep, totally dissapointing and frustrating and it appears not much is being done to resolve this matter, with the accounts i can use it seems alot quicker and stable now, but my main bank is HSBC and i am on the verge of giving up. I don't this this will ever be resolved. :-(
agreed, This has been such a disappointing relaunch still no HSBC or The Co-operative Business (UK) support. Please can we be updated with the HSBC issue.
I managed to get HSBC working again yesterday (for the first time since my last post on this).
The only thing I did differently (which people may want to try) is that I logged directly into my HSBC account just before I'd tried updating my account on the Dashboard. I'm assuming the general HSBC problem is something they've implemented security-wise, so perhaps doing this "registers" your IP, so Money Dashboard is then recognised as being from the same IP and is allowed access, or something similar.
I can too confirm this is working at the moment, I have added 3 separate HSBC accounts, but didn't need to do as the comment above says.
There does still need to be some improvement in the refreshing of accounts though as it still does not work the majority of the time.
but they have found a solution so hopefully they can build on this :)
Logged into my HSBC internet account first just to try it out, it took 4-5 attempts but got there EVENTUALLY! Not sure if this is because I was logged into HSBC first or they have just made the system work a little better. Keep trying guys and girls!
I did as others said and was logged into HSBC then tried money dashboard it looked like it was going to do it (asked for my id's) then went back to refreshing then finished and said 522 error. Logged off and back in to try it and all accounts had actually updated!!!! Wierd but may be its getting there but finding lots of bugs and things i can't work out like the budget planner, but will see how it goes for a bit.
After getting my HSBC accounts to load last night i though we had cracked it, just spent the last hour and half trying again various ways including logging into hsbc first (which worked last night) and again it has stopped working, come on money dashboard technical why aren't you soughting this properly????
I've been trying to add an HSBC account since I got V2 access, have to got to the point to enter the securekey code once out of the 10s of attempts. Still no account added.
Real shame, because it's otherwise beautiful.
just tried again tonight and no matter what i do it won't load my HSBC account....................And no word from the Money Dashboard Team.............Come on guys get it sorted and let us know whats going on!!!! I'm one of many frustrated users
It seems to be more an issue with refreshing now as none of my accounts refresh properly
Another request to get this sorted. Basically rendering the site useless for me at the moment.
Is anyone from this site going to update this thread, seeing that it is over a month and a half old, and it still has major issues
I was promised that HSBC will work in v2 and was looking forward to it...
Unfortunately it seems nearly all of my accounts have issues, they add to the system fine but the refresh is what kills everything. It is such a shame as the site is really nice, great interface etc. but to have these issues still with the refresh, it is surprising it made it to "live" status. these should have been tested fully (or this should be a beta test at least) before going live with the site.
What worries me is that we have these issues now, how will the site cope going forward with more and more users?
Tempted to move to a different bank. Might be quicker than waiting for this to be fixed and frankly, I hate the secure key anyway.
If this is going to take a while to fix (or even if you cannot fix it), how about you provide us with some sort of rudimentary method of manually importing the data? HSBC allows the user to export to CSV ... that'd be a start right?
Bobby: might as well just switch to TSB, they have their own money manager built into the web service. Never know, might even be better than Money Dashboard. ;)
I'm really dissapointed that its all gone quiet with the money dashboard team and we no longer seem to get any further feedback. Please can someone give us some news???
Appears to be working for me today. Everyone update while you can!
Did you have to log into HSBC first or did it just work straight off?
On mine it says enter the MFA information and do the instant refresh. I put in the secure key code but dunno if its now asking for the wrong info, i'm confused??
Its been refreshing for 15 minutes and don't know what its doing
It just worked straight off. Asked me for my MFA information. Just the code from the secure key not the memorable word, probably because I had already put it in once??
I've noticed when it does work I have to enter my OTP twice, I'm assuming this is because I have both a current account and a credit card, can the information from both accounts not be scraped from a single login?
Also, I wonder if it's even worth me adding this comment, does anyone from Money Dashboard actually read this thread any more?
Its finally loaded my accounts after the 4th attempt!! I hear what you say Daniel Heard, they said they would drop me a line when its fixed and never heard anything and no replies on this thread, very poor
hsbc current account still not working after multiple attempts
nor is newcastle building society
Just a quick update:
We have resolved one issue which means connection is slightly more stable, but there are still some issues which we are testing and hope to roll out to production soon.
@Daniel: You will receive an email when the issue is resolved to our satisfaction
@Alex: Please raise a service request for Newcastle Building Society using the Submit a Request link at the top of this page
Can you add me in the email recipient for when this issue is fixed?
You ought to try it cause mines been working for 2 weeks now.
ps it can take upto 10 mins but it does eventually work!!!
HSBC and Santander accounts now working perfectly! :D Finally!
Ok, thanks for the info, I must be confused about what my logging details are then... Damn!
Doh, I was entering the phone in pin, not the one generated by the secure key gizmo!
It all works fine indeed... Interesting to have a consolidated view of ones finances... Off to have a word with the wife now!
It's not alright for everyone still - I can get my HSBC credit card to update fine after putting in the MFC code, but when I do the same thing with HSBC current accounts I get asked to put in the MFC code, which I do, then it sits there for ages and eventually it just times out with a 522 error. I haven't been able to update HSBC current accounts for 4 weeks now! I suppose I have to wait for the further fixes "which we are testing and hope to roll out to production soon". I wonder when "soon" will be Money Dashboard team... Or do I have a different problem that I should raise a request for?
Mines been working fine for weeks now, my only issue has been on one of my credit cards they doubled a section of transactions so now all my balances, money out and graphs and clear cash are all wrong. I asked for them to delete them and all i get is that they are looking into why this occurred and they have been for 2 weeks. All i want is for my dashboard to balance and they don't get it!!!
I'm in the same boat as you Smiffy. My account keeps on trying to automatically refresh and as a result is unusable!
Fingers crossed they sort this out sooner than 'soon'!
I stand corrected, it was working fine but tried last night and this morning and now all i get is error 522. Whats going on staff at Money Dashboard????
Although my personal HSBC accounts have been working for a couple of weeks now, my business HSBC account is now failing everytime. It uses a different authenticator (no pin pad) and different log in details. Whenever I try to update this account I get error 403 - General Script Failure.
I have been able to add my HSBC account but haven't been able to refresh it as of yet. I'm now getting the 522 error while trying to refresh.
I would suggest that you at least tell us what the 522 error is, there is no use in showing an error code and not explaining what it means and all it serves is to confuse your users. I'm a programmer so at least i know that it refers to *something* but i would imagine that most people would be confused by this.
@Patrick--please raise a service request for this
@Chris--A full list of error codes can be found here: http://help.moneydashboard.com/entries/21889958-account-error-codes
@IanC Thanks for the reply. I would suggest for UX reasons that you put a (?) symbol beside where it says 522 error in the UI so that you could explain this to users of the system as its happening.
Ian - can I understand from your response that HSBC accounts are supposed to work? why is it so difficult to write a status update?
Its been working again for me, still a bit temperamental but it does work eventually.
How's it supposed to work? Because it asks me for a code, which I enter, but then it just goes back to the dashboard without updating my HSBC accounts. If I hit refresh again it stays on the "Refreshing Account(s)" screen forever. I have both a credit card and a current account.
I really want to be able to give Money Dashboard a proper go but at this rate the next version of LoveMoney's Tracker will be out first (their HSBC secure key implementation has been working since the beginning of the year btw). HSBC's a pretty popular bank so you must be losing a lot of user base around this!
Enter your secure key code, it refreshes which can take a while then eventually it re-loads all updated. It doesn't work everyday but it is working most of the time for me now. So to reiterate the code you put in is the number you get from your secure key.
Hi, I've been trying to add my HSBC private account to MDB and I seem to get to the stage where it is asking me my 'memorable answer' and when I type it in it goes on the load for a while then it sends me an error message (Error 522) - session timed out - even though I was responding to any question as quickly as it allowed me to.. Anyone experiencing similar error message with HSBC accounts?Really looking forward to seeing the issue fixed,. Please keep us updated on how it goes. Thanks
Thanks for your patience in this matter.
To aid in our troubleshooting we would be obliged if you would supply some information regarding what you see on screen and how long each step in the process takes.
We would expect to see these steps
1) A wait of approx 2-3 minutes for the initial connection
2a) Security question (this should just be for people adding their account, unless you have changed the question or answer on the HSBC site)
2b) Security code request
3) Another wait while the attempt is made to access your transactions with the details supplied.
It would be helpful to know:
Approximately what time (UK time) you made the attempt(s)
How long stage 1 and 3 took.
What the end result was (we are also interested in successes from a time point of view)
Please either post your results in this thread or submit a service request using the option in the menu above.
A couple of points to note: When entering your extra security details you have 90 seconds to supply these.
Please wait at least 20 minutes between attempts.
Thanks in advance for your time.
21:57:00 - Refresh triggered, "updating your accounts" screen activated
22:01:20 - Returned straight to main dashboard with no hint of a reason or request for security code. Updating screen clears. 522 request timed out error displayed on account.
Now this is slightly worse behaviour than the last few attempts - recently I at least got the chance to enter the security code first before it did exactly what is described here.
This was tried on a Saturday night.
you guys need to sort this out asap. How about adding the ability to import a csv file of transactions? At the moment with no hsbc this service is useless to me
Works fine for me now. Just make sure you enter the code you see in the pinpad. In other words, you need to follow the exact procedure as when you log into the normal home banking: ID, memorable word, code you see in the pinpad. Everything worked fine for me now, for both accounts and credit card.
I think you guys should clarify this in the relevant screen.
When entering my one time password, if I press enter when focus is on the input field the lightbox disappears and returns me to the dashboard straight away, if I refresh the page the status of the account shows error 522, however if I actually click the submit button, the account updates correctly within a few seconds.
@Smiffy--thanks for that, I've found the entries in the logs and will pass this on for further investigation.
@Daniel--I've had a play with this and I do seem to be getting some unexpected behaviour with both return and enter keys.
Hi, I think i may have just experienced the "unexpected behavour with the return and enter keys". I entered in my security code for the HSBC account from secure key and hit enter, then the window disapeared and i got redirected to this page https://my.moneydashboard.com/BudgetTracker.aspx and the app wasn't doing anything. I then clicked the refresh button beside my account and it has now gone to the "refreshing accounts" page but seems stuck: http://d.pr/i/WZk5 .
I started this whole process about 5-10 mins ago and its the only thing i've done on my account for over a week so it should be easy enough to find in the logs.
Let me know if you need any more info.
Hi - I am trying to add my account and I keep getting the below error after entering my internet banking id (IB18xxx etc).:
I have logged in successfully using my ID directly via the HSBC page so I know there is no issue with my ID.
Is there still a problem?
Having an identical problem to Tristan Peers i.e. trying to connect my HSBC accounts for the first time and getting error 402 every time. And I also logged into the HSBC site so no issues with my ID etc.
Just an update on my issues now. Yesterday I was unable to update (described above) and today i have tried the process again but i get even stranger behaviour. I Logged into the dashboard and clicked the little refresh icon beside my account, the modal dialog came up with the spinning update wheel and the modal dialog just went away. Now the refresh symbol beside my account has changed into a loading image: http://d.pr/i/80EL . I would have expected that i would be prompted for a security key today but i wasn't at any point.
Ok so just another update on my issue. I tried to update my account at 9:40 GMT this morning and this time it did ask me for a security key. I typed it in and then *clicked the submit button instead of using the enter key on my keyboard* it seemed to work a bit better and it wasn't behaving strangely, just taking its time.
I then got the dreaded 522 error: http://d.pr/i/8YsQ
Anything in my logs suggest what it was?
@Tristan and Keri
Please submit a service request so we can look into this matter further.
This is one of the issues we are investigating.
I managed to update my a/c today using the code. When I tried to update my credit card account, system got stuck after I typed my code in. I closed the site and opened after a couple of hours - now when I tried to refresh it didn't ask me for the code, just keep the "loading" sign at my card account and keeps refreshing the dashboard window without doing anything.
Trying to sign up with a HSBC account. Is there no way to do this or is it just persistence?
I wanted to provide some "live" update on the HSBC account linking performance.
The UK time for my attempt was between midnight 00:34 on 15 Jan 2013, and it is still running at the moment (now 01:52)
Part 1: A wait of approx 2-3 minutes for the initial connection was more like a 30+ minute wait.
Part 2a - 2b: This was very quick and I was able to enter both validation's required.
Part 3: I am still waiting... it is now nearing 2am and I am not sure how much longer I can sit here waiting to press "OK"... The wait has been at least 45+ minutes, and counting.
I have noticed the progress bar regress - is this normal?
Although I understand the service is in BETA this is a very serious and blocking issue, more ALPHA imo, therefore I would have thought it would be resolved by now, especially since HSBC is a major bank in the UK. Coud you update on the progress? Thanks
Simple answer is to vote with your feet:
I tried it out there and it connected first time!
And iPad friendly, I'll try ta
Getting "MFA info required (error code: 403)" from lovemoney.com too... maybe it's on HSBC's side
After some experimentation there is one thing that might mitigate issues with adding and refreshing HSBC accounts.
Do not hit the Return or Enter keys when entering your data when adding or refreshing. I'm not quite sure what this does yet to mess things up, but it seems to mess up subsequent attempts as well as the current attempt. I would advise waiting at least 30 minutes before attempting again if you do hit one of them by accident.
As an FYI, all providers of Personal Financial Management software that allows you to connect to your accounts in the UK use Yodlee, as far as I am aware. The 403 error lies with Yodlee and they have been made aware of the increase in these errors over the last 24 hours and are investigating.
I've tried this for the first time today. I have attempted to connect my HSBC account four or five times now and every time I'm getting the 403 error code. I haven't been hitting Enter or Return, just clicking the button with the mouse...
Do we know when this might get sorted?
As noted above: "The 403 error lies with Yodlee and they have been made aware of the increase in these errors over the last 24 hours and are investigating."
Is there any update from Yodlee on this issue? In trying to refresh today I've been getting 522 errors.
Is this still an issue? I can't update any of my HSBC accounts. I just stays updating forever....hours.
I haven't been able to update my HSBC accounts for a month now. before then it was slow and buggy, but always worked eventually. Now, nothing. I get asked to enteer the MFA SSecurity Code, which I assume is from the security keypad, but after that it just gives me the swirly thing forever until I get fed up and stop it.
Is there anything I can do to resolve this? I've tried editing my log in details but no joy.
I know HSBC is in BETA, but this excellent product is useless to me and many others until it's fixed.
Any update would be much appreciated.
Can you please raise a service request for this either with the date, description and amount of the transaction, or preferably a screenshot from the first direct site (we only need to see this transaction so feel free to crop the image or obscure any irrelevant info)
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