We are sorry you are experiencing problems refreshing your connected bank accounts. We hope this article can help solve your problem. If it doesn't, please do get in touch with our support team and we'll do our best to help.
Possible first step solutions
As a rule of thumb, after you have attempted a manual refresh and been prompted to key in your online banking credentials, your bank accounts should refresh. If it doesn't, it is worth checking whether you have keyed in the correct online banking details and attempt to refresh again.
Some bank providers might have a more detailed authentication process or an update going on in the background. It is worth checking the status of your provider here, as well, search for specific provider articles via the search function.
If you see an error code, usually in the form of DXXX, please check our error code articles here.
It's not working still
We understand your frustration and there is clearly something more serious going. Please do get in touch with the Support Team with as much details as you can, including whether you have tried to attempt solving the issue through our support page at this link. This is helpful for us to quickly get to the bottom of things.
However, if you are determined to try solve this technical mystery, we have outlined a couple of scenarios for a better understanding of what might be going on. If none of these apply to you, please get in touch and we'll get right on it.
Is this a long term error?
When we moved some credit and bank accounts across to the new aggregation systems with our data provider Yodlee, unfortunately a small subset of accounts had some wires crossed. To try and stop this we re-imported your transaction history and merged it with your original account. Now these accounts had no issues during automatic refresh however during manual refreshing a server error is returned. Our engineers have looked and can't find a clear solution other than deleting and re-adding your providers account.
Important: If you delete your account it would remove all transaction history for that account which is not recoverable. When you add the new account it will only collate 90 days of transaction history.
- If you want all your transaction history then you need to download it as a CSV file. You can learn to do that here.
- Delete the account. If you don't know how to do that you can learn that here
- Re-connect your bank account, our help guide on that can be accessed here
- Contact Support through this link saying this has happened and we can look into it in case there is anything in the error specific to your account
The External Provider
Have you previously not been having a problem before and have now had 2 or 3 failed refresh attempts? This can be because our provider Yodlee is having issues on their side. We have raised this with Yodlee and we are trying to fix this as quickly as possible. If this keeps persisting then get in contact with us through our support page.
We always appreciate feedback for us to continue improving. Please drop us an email at firstname.lastname@example.org with the article's title and your comments if have any. Thank you.