How do I troubleshoot a bank connection with Yodlee?

Once you have your Bank Connections added using Yodlee, maintaining them is important to ensure your expenses continue to import smoothly. You can find useful steps for checking on your connections below.

 

The below information is for Bank Connections on Yodlee. If you’re not sure which bank connection partner to use, look for your supported country here.

 

The improved bank connection experience is only available to specific users currently. Our product team is working on making the improved bank connection experience available to all in the near future.

 

• Maintain Bank Connections
  • Refresh
  • Verify Login Info
  • Bank Not Found
  • Browser and Captcha Issues
  • Security and Verification Methods
• FAQs
  

 

Maintain Bank Connections

Review your bank connections on a regular basis to ensure your transactions are consistently importing with no errors or actions required by you. When working with your bank connections, review the Before You Begin section which includes details on auto refresh and frequent verifications that are set by the bank. These can impact your bank connections’ ability to bring in new transactions.

When a bank connection is no longer importing transactions, you can troubleshoot the issue using these steps:

1. Select the Bank Connections section
2. Under All Bank Connections, select View issue for details on how to resolve the issue
   
3. Depending on the issue, follow the Refresh or the Verify Login Info steps specified below.

 

Refresh

The Refresh link can be used to bring in new or missing transactions, especially after an issue on the bank’s side, and for these other issues:

• Bank in Beta Development - There can be issues connecting to banks in beta, try again at a later date
• Bank Request Issue - The bank isn’t supporting the request, try again in 24 hours
• Bank Site Error - An error at the bank site is preventing the connection, try again in 24 hours
• Connection Blocked - Your bank is blocking the connection, try again in 24 hours
• Information Not Available From Your Bank - The bank wasn’t able to provide information, contact the bank if it persists
• Maximum Login Attempts - The maximum login attempts for your bank has been reached, unlock your account at the bank site or contact your bank
• Request Timeout - A timeout occurred, try again in 24 hours
• Technical Error or Unexpected Issue - Try again in 24 hours
• Verification Requested at Bank - The bank is requesting verification at the bank site, log into the bank site to view and complete the verification request

To refresh a bank connection, use these steps:

1. Select the Bank Connections section
2. Under All Bank Connections, if needed, select View issue for details on how to resolve the issue
3. Then once ready, select the refresh icon in the top right corner of the specific bank
   
4. A new pop-up will appear and your login will be verified
5. Answer any security or verification questions until all have been answered correctly and select Next
6. Stay on this page and wait up to 10 minutes for all your accounts to finish loading when all spinning icons disappear (otherwise closing or leaving this page will require you to start over with the steps)
   Once all accounts have finished loading, select Save and Finish
7. A message will display at the top when transactions have finished exporting, which can take anywhere from 1 minute to 2 hours depending on the bank. When finished, check for any new transactions in the Expenses or Bank Reconciliation section.

 

If transactions are still not importing 24 hours later after trying the Refresh link again, reach out to our Support team.

 

Verify Login Info

The Verify login info link can be used if you’ve updated your login information, your security or verification questions, and for these other issues:

• Incorrect Credentials - The login credentials entered are incorrect, enter your login credentials again
• Verification Requested - The bank is requesting verification, enter your login credentials again

 

To update a bank connection’s login information, or update security and/or verification questions, use these steps:

1. Select the Bank Connections section
2. Under All Bank Connections, if needed, select View issue for details on how to resolve the issue
3. Then once ready, select the Verify login info link in the top right corner of the specific bank
   
4. If your bank account is part of Open Banking, a new window will appear asking you to log in and confirm authorization first
5. Enter the login credentials, then select Update
6. Answer any security or verification questions until all have been answered correctly and select Next
7. Stay on this page and wait up to 10 minutes for all your accounts to finish loading when all spinning icons disappear (otherwise closing or leaving this page will require you to start over with the steps)
8. Once all accounts have finished loading, select Save and Finish
9. A message will display at the top when transactions have finished exporting, which can take anywhere from 1 minute to 2 hours depending on the bank. When finished, check for any new transactions in the Expenses or Bank Reconciliation section.

 

If transactions are still not importing 24 hours later after trying the Verify login info link again, reach out to our Support team.

 

Bank Not Found

If your bank is not listed on the list of available banks to connect, it may not be available for connecting. Reach out to our support team directly to submit a request for the bank to be added with the below details:

• The name of the bank
• The login you use to access the bank online

The more people request the same bank to be added, the greater the chance of the bank being added. In the meantime, you can import your transactions into FreshBooks using a CSV file with either option below:

• If using Bank Reconciliation - Use How do I add, edit or delete manual transactions in bank reconciliation? to import both income and expense transactions
• If not using Bank Reconciliation - Use How do I import expenses from a file? to only import expense transactions

 

Browser and Captcha Issues

If you’re being taken back to the beginning of the captcha test/I am not a robot test, or you’re unable to edit your connected banks’ settings, you may need to clear your browser’s cookies and cache.

We also recommend trying in incognito mode, or a similar private browsing mode.

 

Security and Verification Methods

Some banks have stricter security than others by employing stronger verification methods to set up bank connections with third-party software like FreshBooks. If your bank is currently employing these verification methods, we recommend working with your bank to use a different method if possible:

• Auto Refresh - Some banks may not support auto refreshing, and will require you to manually refresh the connection to bring in new transactions each time
  
• One Time Passwords (OTP) or Two Factor Authentication (2FA) - This will require you to re-enter the OTP or 2FA to bring in new expenses every time
• Image Verification - We recommend using a different verification if this is currently in use
• Repeated Verification - Some banks may require you to input your security or verification details regularly until all questions and answers have been stored

 

FAQs

How do I disconnect my bank?

 

Disconnecting a bank account should be a last resort. Doing so will cause disruptions to your bank reconciliation and accounting reports that must be handled afterwards. We recommend reaching out to our Support team first before proceeding.

 

Disconnecting a bank will not remove expenses that have already been imported in for that account. To disconnect, follow these steps:

1. Select the Bank Connections section
2. Then select the bank itself to show the connected accounts

3. Next to the account you want to remove, select the trash can icon
   

4. Select OK to confirm the disconnection.
   

If you're trying to re-add this bank, there is a chance of duplicate expenses being imported in again upon connection. We recommend checking your Expenses section afterwards to delete any duplicates that appear.