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Bank Feed FAQ's

I'm getting an error for a new bank feed connection

If you are attempting to connect to a bank for the first time, and are encountering issues, please locate your error message in the list below with further instructions and contact Service.

"There was no connection available to negotiate the feed data"

  1. Please attempt to connect to your bank via the View>Bank Account menu rather than the Dashboard screen
  2. If already connecting via the View>Bank Account menu and the error still appears, please contact Service and advise us what bank you are with, and what internet portal you use i.e. personal banking, business banking etc.

"Sorry, there was an error establishing the connection – We’ve been trying for too long."

  1. This usually indicates a time out error while trying connect to your bank
  2. Please verify that your credentials are valid by logging into your normal online banking portal
  3. Once this is verified, attempt the connection again via View>Bank Accounts
  4. If the error still occurs, then please contact the Saasu Customer Experience team and advise us what bank you are with, and what internet portal you use i.e. personal banking, business banking etc.

"The MFA information was not submitted correctly. Please retry or contact the Saasu Customer Experience team."

  1. Firstly verify if you are using a Multi-Factor authentication key such as a token, or a secret question/answer combo, or any other secondary authentication requirement
  2. Then attempt to log in again and wait for the prompt for you to enter this secondary information
  3. If the prompt does not appear, or if after the prompt you still get an error then please contact The Saasu Customer Experience team and advise us what bank you are with, and what internet portal you use i.e. personal banking, business banking etc.

"Sorry, an error has occurred. Please try again and contact Saasu Customer Experience team if you continue to experience problems."

  1. Please attempt to connect to your bank via the View>Bank Account menu rather than the Dashboard screen
  2. If already connecting via the View>Bank Account menu and the error still appears, please contact Service and advise us what bank you are with, and what internet portal you use i.e. personal banking, business banking etc.

I have an existing bank feed connection and I'm getting this error

"Sorry, we cannot update your account because your username and/or password were incorrect."

  1. Click on the 'Update account username and password' link and re-enter your credentials
  2. Wait for the new update to flow through
  3. If this does not work, please verify that you are using the correct login details then email service with a screenshot of the error and advise us what bank you are with, and what internet portal you use i.e. personal banking, business banking etc.

"Sorry, there has been an issue updating your account. We will attempt to update your account automatically but if this problem persists, please contact the Saasu Customer Experience team."

  1. Wait 24 hours and if the error message is still present, you will need to disable and re-enable your feed
  2. go to View>Bank Accounts, select the bank account to edit, click on the 'Disable …' link, then wait, and click on the 'Enable …' link once it reappears

Blank feed screen

  1. Click on 'Update Credentials'
  2. If after updating there are no results, please contact the Customer Experience team and advise us what bank you are with, and what internet portal you use i.e. personal banking, business banking etc.
  3. If an error message appears that matches one of the listed errors, please follow the instructions as indicated by that help note.

"The bank account has been locked. Please contact your bank to unlock the account before proceeding. Once unlocked this bank feed will start automatically."

  1. This usually indicates a failed number of attempts to connect to your bank.
  2. Please verify if your credentials are valid by logging into your normal online banking portal.
  3. Once this is verified, click on 'Update Credentials' to refresh the connection.

"This bank requires 'Multi-Factor' authentication"

  1. Firstly verify if you are using a Multi-Factor authentication key such as a token, or a secret question/answer combo, or any other secondary authentication requirement
  2. Then attempt to log in again and wait for the prompt for you to enter this secondary information
  3. If the prompt does not appear, or if after the prompt you still get an error then please contact Service and advise us what bank you are with, and what internet portal you use i.e. personal banking, business banking etc.

How frequently is the bank feed updated?

Direct Feeds - Automatically once a day. Transactions today will be automatically download tomorrow (1 day after the transaction). Please refer to Direct Feeds for details on how this works and the list of banks available for direct feeds.

Data Broker Feeds - Yodlee (our data broker) collects data twice a day but there is a dependency on how quickly banks change transactions from Pending to Finalised. This can be hours or even up to five business days for some banks.

Saasu attempts to pickup your data a couple of times each day. The time this occurs moves around based on available resources.

Why are my bank feeds delayed?

If the transactions are still pending with your bank, please see our pending transactions help page.

Specifically for Data Broker feeds through Yodlee, sometimes you may notice that it is taking a day or two longer for your bank transactions to show up in Saasu. Anything up to seven business days is within normal limits. If you have bank transactions that are taking longer than seven days, contact the Customer Experience team.

If you use Multi-Factor Authentication (MFA) to access your online banking system it is likely you will also need to use MFA to connect your Saasu bank feed/s. Please refer to Multi-factor Authentication help page.

The bank feeds have stopped

Data Broker feeds involve four parties: the account holder, Saasu, Yodlee (the Data Broker) and the bank. It uses the bank feed credentials (user ID and password) to push the feeds through. Bank feeds can stop if any of the parties makes a change. In a lot of cases, when the bank makes changes to their website, this affects the connection and stops the feeds. This is also the case if the bank has a pop-up window on their site after you have logged in (for example with new terms and conditions). For Data broker feeds which have stopped for more than 7 business days, please contact the Saasu Customer Experience team. It may also require disabling/enabling the bank feed again.

The bank feed connection has been disabled/removed

A bank feed connection can be disabled for a couple of reasons:

My bank feeds are offline, how do I get my data?

An indirect feed can be offline for a number of reasons - from issues with the Data Broker (Yodlee) to issues with the feed connecting at the bank. Please contact the Customer Experience Team and we will try to help get the bank feed working again for you.

If your Bank Feed is offline you can continue your business operations and manually import bank data onto the bank feed page and process the transactions as normal. Click on the Import link in the bank feeds screen to import bank data. Importing transactions will mean that you don't have to delay in processing you bank feed matching/reconciliation.

Why do I get duplicate transactions in my bank feed?

Unfortunately indirect bank feeds sometimes experience issues which can result in duplicate transactions.

Generally Saasu, and the indirect bank feed provider Yodlee, are able to detect and handle duplicated transactions. Occasionally, our system is not able to detect the duplicates and you will find a single bank transaction come through on your bank account twice. Most often this is because the duplicated transaction has a different description or the bank has made a small change to the transaction sometime after the original date and the bank feed has picked this up as a new transaction.

Identify and remove duplicate transactions from a Yodlee bank feed

If your bank feed has imported duplicate transactions, it is recommended that you delete the 2nd (or subsequent) transaction manually from the bank feed before you inadvertently match the transaction. Select the checkbox to the left of the duplicate transaction then click "delete". If you don't delete the duplicate before matching/creating the transaction, you will also need to delete the transaction as well as the bank feed item.

Are my passwords safe with Yodlee? (Saasu's data broker)

The passwords held by Yodlee our feed provider are completely safe. Yodlee is the biggest data feed provider in the world supporting over 10,000 banks. ANZ Banking Group helped setup Yodlee to provide bank data feeds in Australia.

Why is my bank saying I have a virus?

The Data Broker feeds through Yodlee picks up your data and the IP address used to do that would differ from yours. Banks check IP addresses accessing your account for security risk reasons. If you use your mobile device and multiple other devices like tablets and computers to access your online banking, it’s possible to get the result of a locked online banking access which isn’t because of Saasu and Yodlee.

The bank is saying this isn’t authorised access

Under our Terms you grant Saasu a Limited Power of Attorney specifically for the purpose of accessing your account to collect data. You are free to quote this to bank officers as they often engage in misleading, deceptive and defamatory practises such as saying "it's a virus" or "it's a breach of your banking terms". They cannot make these claims without knowing how Saasu collects your data. They are often completely unaware that we do this via the Limited Power of Attorney we hold.

What is the error "account has been locked" on bank feed screens?

If you are connecting to bank feeds at the same time that you are online on internet banking, the bank's security can detect 2 separate log-ins to your internet banking. This can trigger the error which will cause your automatic bank feeds to be locked. In some cases, it can cause you from being locked from internet banking. Therefore, ensure that you are not logged on to internet banking at the same time that you are connecting to bank feeds.

Disconnect Bank Feed

  1. Go to View > Bank Accounts
  2. Open the Bank Account the bank feed is connected to.
  3. In the Connected to section click the disable feed link.

None of the above solved my problem. What now?

If you are still having issues Contact Us letting us know the Bank Account or Credit Card you are having issues with. If you are providing an Account or Card number we only need the last 4 digits for your security.