How to troubleshoot connected bank account issue?
We're really sorry to hear you've been experiencing issues tied to your connected bank accounts. 😢Therefore, we've prepared this article, which contains some ways how you can troubleshoot the issues on your own! 🧠🙌
First Aid 🚨 for most cases is ''Refresh Access''. Here are steps how to Refresh Access 🔄:
Open your app -> More -> Bank Accounts -> choose your bank -> tap on the 'Refresh Access' button
Check out this video tutorial 🎥:
Bank account can't be connected
Issues with bank transactions
Oops! Something went wrong! Try again later. / We are sorry to inform you that the bank you selected can not be connected at the moment.
This is a general error message that might occur within the app and there might be a few reasons why the bank connection failed. 😩 Before reaching out to us, you should try to sync/connect your bank account through both mobile and Web App and make sure the credentials you're inputting are correct. For some of the bank providers, it's also necessary to grant access to third-party providers within your Online Banking. 🖥
You can also try to turn off the option to save credentials for automatic updates in the Settings of the app and sync the bank account afterward. This might help as well! 🧚
When you are adding a new bank account to Spendee, you must use the exact same credentials you use for your web Online Banking (ID, password, memorable question, etc.) and don't use copy/paste function when filling in credentials as this might be causing the issue 👀
If you're experiencing any issues with your login details, please, make sure you're able to log into your web Online Banking (not the bank's mobile app! 🙅) with the same credentials that you're introducing in the app. After you double-check your credentials, please, try to use them both via our mobile and Web App. You can also try to turn off the option to save credentials for automatic updates in the Settings of the app and sync the bank account afterward. This might help as well! 💁
NOTE: If you’re using a password manager or copy/pasting, try typing your login credentials manually. Both can sneakily add extra spaces to your username or password. 😉
Invalid credentials for OFX providers.
The providers which have OFX in their name, are integrated via a new interface Quicken Direct Connect (OFX). In order to connect your account, you should activate Quicken Direct Connect for Online Banking (additional fees may be applied) and receive a new pair of credentials, which should be used while authenticating. 😎
If all the above works, you should connect the bank account with your new credentials again.
Invalid PIN, Token or OTP.
Some of the bank providers use PIN, Token or OTP (One-Time Password) as an authorization method. This may be generated within your mobile device, keychain or any other hardware device. 📱
In case you receive an error message that the PIN, Token or OTP is invalid, you should double-check that you've filled the security method correctly in the app. 🧐 We'd recommend you to try both mobile and Web App, however, please note that the security token is valid for only one login session.
Provider asked to perform an action. Please, log in to your web client.
As said, your bank provider requires some actions within the bank's interface. You must sign in to your Online Banking and check whether are you asked to update your personal data (e-mail, phone number, etc.), give your consent (Read and Agree to the Terms and Conditions), close a notification (going paper-free), etc. 🧐
Once you perform all the required actions, go back to the app and try to sync your bank account again. You can also try to turn off the option to save credentials for automatic updates in the Settings of the app and sync the bank account afterward. This might help as well! 🤞
Provider unavailable, try again later. / Provider is having some maintenance work. Please, try again later.
Your bank provider is most probably unavailable as of now. 😴 You should check whether you can access your Online Banking or whether it is under maintenance.
Transactions stopped importing.
Your account was working just fine and suddenly the latest transactions stopped fetching in? Let's check what's wrong. 🤔
In some cases, it could take up to three days for a transaction to import (due to weekends or holidays), but if it's been longer than that it’s time to dig in. ⛏ First, you should log into your Online Banking and check whether the transactions have been already posted there. Some of the banks can't display "pending/blocked" transactions, therefore, they won't be visible in Spendee too.
In case the missing transactions are displayed in the bank's interface and it's already a few days since they're missing in Spendee, please refresh access to your bank. In case it won't help, it will be necessary to create a new connection. In order to backup your previous data, you can export data from your old connection -> hide the old connection -> then additionally import the bank history into the manual wallet, where you'll be able to import the only transactions that haven't been fetched by the new connection or modify your transactions.
Here are steps how to export data:
- open your app
Here are steps to hide your current bank account: Open the Spendee app -> go to the more section -> select bank account -> click on the "green eye"
Here are steps to import data:
- log into the web app at app.spendee.com
- enter your manual wallet
- click on the IMPORT button
Transactions haven't been imported.
After you connect your bank account, the initial sync should fetch at least 2 months of your transaction history. In case you can't see the transactions just upon the sync, please, try to wait for a bit a then sync the bank account again (preferably in the Web App). There might a bit of a delay. 😇
Some transactions have been missing.
If most of your transactions are synced correctly, but a few of a specific time-frame or some random transactions are missing, please, make sure they're indeed displayed within your web Online Banking. In case you can see them there, please refresh access to your bank, additionally, you can use the export/hide/import function described in the article above.
Transactions have been imported more than once.
Duplicates may occur for a number of reasons but it typically means something about the transactions has changed—such as date, description, amount, formatting, etc. If the duplicates appear within your account, it's unfortunately not possible to delete them manually, however, we've found a way how to delete them for you! 🎉
If you add the label duplicated_transaction (be sure to use these exact words) to all the incorrect transactions, they will be deleted automatically within a few hours! 🚀
Check out this video tutorial 🎥:
Transactions have been imported with incorrect amounts.
Transactions can import with the wrong amount for a variety of reasons, but the good part is, that this is generally a one-time thing. 🙌
Bank accounts disappeared
Did you connect your bank accounts to the app and they've suddenly disappeared later? First of all, we're really sorry about such an issue to occur. 🙏 Second, there is a way to enable your accounts again!
We recommend using the Web App a follow these steps:
- Open the settings in the right upper corner
- Go to the "connected bank accounts" option
- Find your accounts and check the box next to the bank account name
Voila! 🎉Your bank accounts are back in the list of your wallet!
You can do this via the mobile app too, but we still recommend the Web App instead. Nevertheless, we hope to resolve this issue ASAP, please, bear with us. 😇