Troubleshoot downloading transactions from a bank feed
Use this to help you identify and fix issues with downloading transactions from your bank feed.
- Duplicate transactions
- Missing transactions
This walks you through some basic steps to identify your connection type, identify your issues, and provide potential solutions. Where we cannot provide a solution, complete an escalation form to send to our customer services team.
To begin, please click start.
What is the issue relating to?
- Option 1 – New transactions are not downloading.
- Option 2 – I have duplicate transactions.
- Option 3 – I have missing entries in the sequence of transactions.
- Option 4 – Other issues.
Check that you bank feed is working from the Bank feed status page for your bank?
Is your bank feed on this list?
Wait until your bank is no longer listed or is shown as resolved and then try your feed connection again.
Are you using a Direct bank feed?
To find out check if there's a Direct label shown under the name of your bank on the Importing transactions page.
Follow the advice on the error message. Did this work?
If not, click Continue.
Make sure you've re-entered your online bank credentials when requested?
Is your bank feed now working?
Your bank feed is not currently working as expected. Escalate your issue to our customer 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.
Your bank feed is not currently working as expected. Escalate your issue to our customer 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.
Your bank feed is not currently working as expected. Escalate your issue to our customer 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.
Your bank feed is not currently working as expected. Escalate your issue to our customer 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.
Your bank feed is not currently working as expected. Escalate your issue to our customer 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.
Your bank feed is not currently working as expected. Escalate your issue to our customer support team.
Complete and Submit the Bank Feed Escalation form below.
Note: We can't action anything unless your issue is outside accepted service level for your feed.
Your bank feed is not currently working as expected. Escalate your issue to our customer 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.
Your bank feed is not currently working as expected. Escalate your issue to our customer 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.
Your bank feed is working as expected.
All the banks send us transactions at different frequencies, so there may be times when transactions show on your bank statement but have not yet been downloaded into your accounts.
Your bank feed is operating within our expected Service Level. Please wait three working days and try again.
We regularly check with your bank for new transactions
Check the date that transactions were last downloaded from the top of the page.
Was this more than 3 days ago?
Delete the duplicate transactions from the bank feeds and monitor for future incidents. If it occurs again, please follow the steps again.
- Go to Banking.
- Click the bank feed for the relevant bank.
- Click the cross on the left-hand side.
- Click Yes.
Delete the duplicate transactions from the bank feeds and monitor for future incidents. If it occurs again, please follow the steps again.
- Go to Banking.
- Click the bank feed for the relevant bank.
- Click the cross on the left-hand side.
- Click Yes.
Your bank feed is not currently working as expected. Escalate your issue to our customer 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.
Your bank feed is not currently working as expected. Escalate your issue to our customer 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.
Your bank feed is not currently working as expected. Escalate your issue to our customer 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.
Your bank feed is not currently working as expected. Escalate your issue to our customer 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.
Your bank feed is not currently working as expected. Escalate your issue to our customer 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.
Your bank feed is not currently working as expected. Escalate your issue to our customer 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.
Create the missing transactions manually and monitor transactions coming into the feed. If you have missing transactions again, please follow this article again.
Related Articles
When you set up your bank feed in Sage, did you enter the your online bank credentials to authorise your bank feed connection?
- Go to Banking.
- Click Connect to Bank on the relevant account.
- Does your bank account and type appear when you search for it?
Your bank account is currently not supported by Bank Feeds; you can 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.
Is the URL listed on the bank feed setup page and is it the one you use to access your Online Bank Account?
Please enter the correct credentials and if required re-authorise.
Confirm your credentials with your bank and try again.
Please enter all requested security information and then click try again.
Your bank feeds should now be working, please remember transaction frequencies depends on your bank account. Typically, you should be able to see cleared transactions from the previous working day in.The last time your bank sent us transactions is shown at the top of the page.
Are there known issues reported on the Bank feed status page for your bank?
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.
Did you receive a message to say your credentials are already in use in another account?
Your issue requires additional troubleshooting, please contact Sage Support.
Check that you bank feed is working from the Bank feed status page for your bank?
Is your bank feed on this list?
Please wait until your bank is no longer listed or is reported as resolved and then check your transactions again.
We recommend you bookmark the Bank feed status page.
