Resolve issues with a bank feed

Any known issues with bank feeds are reported on this Bank feed status page (opens in new window).

If you're having problems connecting a bank feed, try to

1. Log in to your bank account to confirm you can access your account with no issues. Make a note of the user name and password as you need these to set up the bank feed.
2. Make sure you accept any changes to terms and conditions, and read any outstanding messages. These can sometimes prevent us connecting to your account.
3. Check your bank account is set up for third party connections.

Try the connection again

1. Go back to Accounting Start and connect your bank again.
2. Make sure you choose the bank feed that matches your account type.
3. Make sure you enter the same credentials when you try to connect your bank feed.

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Try using a different device to access Accounting Start to connect your bank feed.

Only the account holder can authorise a bank feed, as online banking login details must be entered.

It's not possible for accountants to set up a bank feed connection for clients as the feed must be authorised using secure login details.

We check bank feeds for new transactions regularly through out the day and we rely on your bank to send us new transactions.

There may times when transactions are showing in your bank account but have not yet been imported into Accounting Start.

• Most banks send us transaction once a day, for the previous day.

• For direct bank feeds, we receive transactions on the following schedule:

  HSBC Tide	Every day, for the previous day
  NatWest Royal Bank of Scotland	Monday to Saturday, for the previous day
  Bank of Scotland Cashplus, Lloyds	Tuesday to Saturday, for the previous day

If you have transactions in your bank account that have not been imported, we recommend that you:

• Check your bank feed is working properly. We update the Bank feed status page on the Sage website with known problems.

• Check to see if your bank feed needs to be re-authenticated. For security reasons you must re-authorise with your bank every 90 days. When this happens, we display a message at the top of the page. Choose Enter Credentials to re-authorise the bank feed.

  

In some cases you may discover that your bank feed has imported duplicate transactions. This may be because your bank has made an error in providing transactions to us, or something has gone wrong with the bank feed.

Where we have identified an issue with a particular bank feed, we will update the bank feeds status page. This will tell you if there is a reported incident.

How you delete these depends on when you notice the duplicate transactions. If you have

• Only imported from your bank feed - discard the duplicated transactions from the bank feed.

• Created the duplicate transactions in Accounting Start - delete any transactions from the bank account ( Activity tab). Where possible, we recommend that you delete transactions before reconciling your bank account.

• Reconciled your bank account - delete the transactions from your bank activity in the same way. We update the starting balance of your next bank reconciliation to reflect the deleted transaction. Read more about how to delete bank transactions.

• Included them on a submitted VAT return - create a reverse transaction to clear the value from the bank account. Read Correct transactions included on a VAT return.