Issue setting up bank feeds - unable to sign in to Royal Bank

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I am setting up Sage 50 Cloud Premium Accounting - Canadian and trying to set up bank feeds.

I cannot sign into the bank in Sage50 as we get an error saying there is an issue with the sign-in credentials.

However - no issues when we try to sign into Royal Bank through the Royal bank website. 

Waiting for a call back from Sage tech support level 2.

Anyone else have this issue and/or solved it?