Why are my accounts not refreshing automatically?
While the automatic refresh does attempt to refresh all accounts at least once every 24 hours, there are a number of reasons this may not be possible. If your log-in uses MFA (multi-factor authentication) processes that require unique information at each login (eg, card reader, one time access code, etc) it will not be possible to automatically update the account.
Furthermore, if changes have been made at your bank’s site it is possible that this has caused issues refreshing on Money Dashboard. If Money Dashboard is displaying an error message when you try to refresh that indicates wrong login details, it is most likely that you will need to update your credentials. Instructions for doing so are given below. However, if you require any assistance, you can also contact firstname.lastname@example.org.
How can I refresh my accounts/ update my credentials?
**Full web version of Money Dashboard**
Log in at https://my.moneydashboard.com/?signin=true. Navigate to the Manage Accounts screen by clicking on the three dot icon icon next to ‘My Accounts’ in the left hand column.
For each of your accounts you should see a refresh icon (circular arrow) to the right of the specific account. Click/tap on this to refresh.
To update the login details click on the the three dot icon to the right of a specific account, and select 'Update login details' from the menu.
Once you have logged in, navigate to the ‘Accounts’ page using the tabs at the bottom of your screen. Tap the account you want to refresh/update and select either ‘Refresh account’ or ‘Update Credentials’ as required.
*Please note that it is not possible to refresh the same account again while a refresh is in progress, or for 20 minutes after a successful refresh. This is to prevent issues with concurrent sessions, and reduce the risk of inadvertently locking an account. In these instances you will get a 'Too Soon' error, and will need to wait for at least 20 minutes before trying to refresh again.
What should I do if I can’t get my accounts to refresh?
You can contact our support team by emailing email@example.com. Please provide details of the provider and account type you are trying to refresh and quote any error codes/messages being displayed.