Resolve bank feed connections
Identify and fix issues in connecting Accounting to your bank account.
Depending on your bank and account type, there are two different ways that we connect to your account:
- Direct feeds. Where Sage Accounting is connected directly to your bank account.
- Indirect feeds. Where Sage Accounting connects to your bank account via Plaid, a third-party provider.
This article walks you through some basic steps to identify your connection type, any issues you may be experiencing, and provide potential solutions. Where we cannot provide a solution, complete an escalation form to send to our Support team.
For issues with downloading transactions, see Working with bank feed transactions.
To begin, please click Start.
Escalate your issue to our Support team.
Complete and Submit the Bank Feed Escalation form below.
Note: We only action issues using this form when your issue is outside the accepted service level for your feed.
Escalate your issue to our support team.
Complete and Submit the Bank Feed Escalation form below.
Note: We only action issues using this form when your issue is outside the accepted service level for your feed.
Has it been three or more working days since you downloaded the last transactions?
Your bank feed is operating within our expected Service Level, please wait three working days and try again.
Your bank feed is operating within our expected Service Level, please wait five working days and try again.
Has it been five or more working days since the last transactions were downloaded?
Escalate this issue to our support team.
Complete and Submit the Bank Feed Escalation form below.
Note: We only action issues using this form when your issue is outside the accepted service level for your feed.
Escalate this issue to our support team.
Complete and Submit the Bank Feed Escalation form below.
Note: We only action issues using this form when your issue is outside the accepted service level for your feed.
Escalate this issue to our support team.
Complete and Submit the Bank Feed Escalation form below.
Note: We only action issues using this form when your issue is outside the accepted service level for your feed.
When setting up you bank feed, did you sign into your bank account to authorise the feed?
We connect to your bank using a bank feed from one of our trusted 3rd party providers.
Can you find a feed that matches your bank and account type?
This means you're using a direct feed.
Did you complete the bank feed set up successfully?
We don't currently have a bank feed for your bank account.
You can still import transactions from your bank into your accounts using CSV, CSV, QIF or OFX file.
Use the import statement functionality to import your monthly statements.
Your bank account is currently not supported by Bank Feeds; you can use the import statement functionality to import your monthly statements.
Check that you have the correct details and try again.
Have you been able to authenticate your account?
Have you been able to authenticate your account when requested?
The exact details required vary from bank to bank but usually require you to enter the same credentials that you use to log into your online bank account.
Can you log into your online banking using the same credentials (user name, password etc)?
Confirm your credentials with your bank and try again.
Have you completed any additional checks and confirmed your account providing any additional security information if requested?
Some banks may send an authorisation code to your mobile phone for example.
Please enter all requested security information and then click try again.
Your bank feed should now be working. The frequency of receiving transactions varies between banks. See Connect Sage Accounting your bank to find out more.
Are there known issues reported on the Bank feed status page for your bank?
Check the status of your bank feed
Are there known issues reported on the Bank feed status page for your bank?
Please wait until your bank is no longer listed or is reported as ‘resolved’ and then try your feed connection again.
We recommend you bookmark the Bank feed status page.
Please wait until your bank is no longer listed or is reported as ‘resolved’ and then try your feed connection again.
We recommend you bookmark the Bank feed status page.
Please wait until your bank is no longer listed or is reported as ‘resolved’ and then try your feed connection again.
We recommend you bookmark the Bank feed status page.
What is status of your feed on the bank account tile?
Your bank feed may take several days to be authorised.
Have you waited the required amount of time for your bank authorisation?
| Bank | authorisation Period |
| Bank of Scotland | Ten working days |
| CashPlus | Five working days |
| HSBC | Three working days |
| Lloyds | Ten working days |
| NatWest | Five working days |
| RBS | Five working days |
| Tide | 24 hours |
Leave enough time for your feed to be authorised and check again.
Did you get an error message saying your credentials are already in use in another account?
Your bank is connected by a direct feed to a different Sage bank account. This could be because your bank is connected to your old subscription or a trial account.
If your bank is supported through Plaid, our third party provider, you can immediately connect your bank to your new subscription through open banking.
If your bank is not supported through Plaid, you'll need to disconect the bank from your old subscription before you can connect it to your new subscription. If you have access to your old subscription, log in and disconnect the bank.
If you can not log into your old subscription, complete the Bank Feed Escalation form so our support team can disconnect it for you.
You'll need to wait for the old subscription to disconnect which can take up to 2 weeks, then you can connect the bank to your new subscription.
Note: We only action issues using this form when your issue is outside the accepted service level for your feed.
Please contact us so we can help you troubleshoot further. Call us on 0191 479 5911 or contact us via web chat.
Are there known issues reported on the Bank feed status page for your bank?
Please wait until your bank is no longer listed or is reported as ‘resolved’ and then try your feed connection again.
We recommend you bookmark the Bank feed status page.
