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Sage Bank Feeds | Q&A

Q&A Updated: 02/12/2020 - We have made progress and resolved 4 challenges to date, with 5 additional fixes implemented.

We've received a few questions from customers since our latest release, which included a new implementation of Sage Bank Feeds. We've put together a consolidated list of the common questions and have provided answers below. 

1. How do I link my bank feeds, and why do I need to link them again?

  • The Bank Feeds release that went live on the 6th of November was a release that was completed in collaboration with the Global team.
  • The release was prioritised to provide our customers with an improved experience, better performance and stability.
  • As Sage does not store your bank login details, we are unable to automate the re-connection of bank accounts.
  • We created step-by-step videos to guide you through the relinking of bank accounts.
    • To link brand new bank feeds click here.
    • To relink existing bank feeds click here.
  • Please note that it may take up to 24 hours for the process of relinking to be completed.
  • Once you have linked your bank account to Sage Bank Feeds, you will start receiving daily SMS notifications from your bank indicating that a login has taken place. These notifications will be received between 5am and 3pm.

RESOLVED

1. I don't see my most recent transactions. What could be the problem?

  • Yodlee syncs with your bank account once per day to pull any new and processed transactions.
  • Sage Bank Feeds then syncs with Yodlee at three scheduled intervals during the day, at 10:30, 18:30 and 01:30.
  • If the transaction/s you expect to see do not pull through, this may mean that they have not yet cleared with your bank or they have not yet synced with Sage Bank Feeds from Yodlee.
  • Please check again after the next syncing interval for Yodlee and/ or Sage Bank Feeds. This may take up to 24 hours, or longer over weekends.
  • Please note that only Processed/ Cleared Bank transactions will be downloaded. We do not allow for "Pending" Transactions.

2. I am getting an Error 402 message. What does it mean?

  • The credentials you have entered to link your bank account information may be incorrect.
  • Please carefully re-enter all the information and make sure that it is correct.

3. One or more of my bank accounts across multiple companies are not syncing, but some other accounts are. What could be the problem?

  • Please ensure that if you have auto-sync enabled on your accounts, that you enable it for all your accounts in Bank Feeds Setting.

4. I am struggling to connect my Nedbank account to Sage Bank Feeds. When I try to enter my credentials, only the old Nedbank site and login is available. How do I access the new Nedbank site and login?

  • Sage Bank Feeds can connect to both the old and new Nedbank sites as both are still currently active and used (the old Nedbank site will only be discontinued in February, 2021).
  • To connect to the new Nedbank site, ensure that you select Nedbank (New Online Banking) on the Find Your Bank screen.

5. I have selected to manually refresh my transactions, but they do not pull through when I attempt to manually refresh or fetch them. What could be the problem?

  • We currently do not provide for the option to manually refresh your transactions through Yodlee and your bank account.
  • The option to do this when you onboard your bank account refers to the refresh between Sage Bank Feeds and Yodlee, rather than Yodlee and your bank account (as was the experience in the previous implementation).
  • Each account on the new implementation is provisioned to automatically refresh as highlighted in Question 1. 

6. I have linked an account, but it appears that the system is hanging. What is the problem?

  • It may appear that the system is hanging, and you may see a turning circle on your computer screen.
  • You see it because the system is linking with your bank.
  • Please note that the process may take up to 15 minutes to complete the link, and up to 24 hours to activate it.

WORKING ON

1. Despite successfully linking my bank account to Sage Bank Feeds previously, I am now being prompted to update the credentials for my account. Why is this happening?

  • This could be a standard error message that appears when a multi-factor authentication bank account has failed to link. 
  • To solve this, navigate to Manage Bank Feeds > Update Login Details and re-enter your credentials. Please ensure you accept the authentication from your bank if required.
  • If this does not solve the issue, please login to your online banking profile (on your banking website) and make sure that there are no different screens appearing between the point that you’re logging in and the point that you get to the transactions of your account. These screens could be new terms and conditions you may need to accept, information that you potentially need to confirm, such as contact details, or it could be a general marketing pop-up or information on COVID-19. Make sure that you action or close any of these items.
  • We further identified that a large portion of the current reauthorisation messages is due to a time-out request from the third-party provider, Yodlee. It is also causing a delay in transactions being pulled from your bank account/s. We are actively working with Yodlee on getting it resolved as a matter of urgency. In the meantime, you may be prompted to re-enter your credentials more than usual and/ or experience a delay in your most recent transactions reflecting in Sage Accounting. To reauthorise your account, please navigate to Manage Bank Feeds > Update Login Details and re-enter your credentials. We apologise for the inconvenience.

2. I am receiving login notifications from my bank since connecting my account to Sage Bank Feeds. Why is this happening?

  • In order to scan your linked bank account for new transactions, our third-party provider connects to your account at certain intervals during the day so that it can pull any new transactions into Sage Bank Feeds. 
  • This connection results in a standard notification being sent from your bank.
  • We will be also working with our Accountants, customers, as well as our Global team, to establish the preferred process for the automatic sync vs a manual sync.

3. When I try to link a bank account, I get an error message saying "We are unable to process your request." What is the problem?

  • If you are an Apple and Safari user, please download the Google Chrome browser, log into Sage Accounting using this browser, and reconnect your bank account to Sage Bank Feeds. Please note, Chrome is only required to connect the feed. You can continue using Safari after this step.
  • This issue can also be caused by the browser you’re using, which could be set to block certain cookies that Sage Bank Feeds is required to use to connect the account. Please read this article for steps on how to add Sage Bank Feeds as an approved site for using cookies in your browser.
  • If this does not solve the error, we will need to investigate the issue for you.
  • Please send an email to [email protected] and include the email address you use to login to Sage Accounting so that we can escalate the issue.

4. I have successfully connected my account and transactions have started pulling through, but I am missing a few from when I linked the account. Why is this happening?

  • If you find that you have missing transactions, please click on the option to Fetch Transactions Manually and verify that the transactions do update thereafter.
  • If this does not fetch your missing or delayed transactions, we will need to investigate the issue for you.
  • Please send an email to [email protected] and include the email address you use to login to Sage Accounting so that we can escalate the issue.

FIXES IMPLEMENTED

1. I have one internet banking profile and multiple bank accounts, and my transactions are not reflecting. What is the problem? 

  • This issue has been resolved and all transactions are now pulling through.

2. I am getting an unexpected error code. What does it mean?

  • This issue has been resolved and you should no longer receive this error.

3. I can only see banks from the USA on the "Connect my bank" screen. What is the problem?

  • This issue has been resolved and you should now only see ZA bank feeds.

4. After connecting my accounts to Sage Bank Feeds, I noticed that there are duplicate bank accounts displaying on my banking screen, as well as on the Balance Sheet and Trial Balance reports. What is causing this?

  • This issue has been resolved and you should no longer see duplicate bank accounts. 

5. The balances are not correct between my Internet Banking Account and my Accounting Bank Account on the Bank Feeds Bank Account Status screen. What is causing this?

  • This issue has been resolved and the accounts should now balance.

Please still reach out if you experience an issue or have a question that's not in this list. We'll provide an update to this Q&A as soon as we have more to share.