You may notice an issue with a feed within PocketSmith. This might be a syncing issue or a transaction and account issue. Learn how you might fix the problem yourself or get further help from our Feeds team here: Getting help for feed issues.
Feed Errors
Feeds occasionally run into errors or experience issues with correctly fetching transactions. We recommend logging into your PocketSmith often to make sure everything is syncing as expected.
If any transactions are not imported, please head to the Feeds page (Manage > Feeds) to check your connections for error messages. Helpfully, most error messages contain specific instructions to address the issue quickly.
The Feeds page provides an overview of which feeds have been added to your PocketSmith, the accounts linked to the feed, and insights into recent sync activity.
Error with data provider …
To troubleshoot this error, please wait 5-10 minutes, then trigger another sync: Trigger a sync for a feed connection.
If the error persists after 48 hours, please get in touch with PocketSmith Support and let us know which feed is experiencing this issue.
We will then open an investigation with the provider to let them know there is a feed issue that will need to be resolved from their side of things.
Provider Notices
On occasion, a feed can encounter an error that affects many users with that feed - this is different from an error that is specific to just one user.
Please head to the Feeds page (Manage > Feeds) to check for any ⚠️ Provider Notices ⚠️ on your connection if you are experiencing errors.
If you don’t see any Provider Notices, please follow the linked guides for troubleshooting other errors in this guide.
Partial sync (not all accounts were updated)
If you've noticed that certain linked accounts haven't imported new transactions, you may be experiencing this error. A partial sync is indicated by a red and green dot next to the connection on the Feeds page (Manage > Bank Feeds). These dots indicate that not all accounts were able to be updated during the most recent sync.
The error may read: Your accounts may not have synced successfully. This may be temporary, please hit TRY AGAIN. If the error persists for a few days, please get in touch from Help > Get help.
The great news is the majority of these partial syncs are temporary and can be resolved on the next sync. To troubleshoot this error, please wait 5-10 minutes, then trigger another sync: Trigger a sync for a feed connection
If the error persists after 48 hours, please do get in touch with us!
Syncing timed out
This error is usually temporary and is generally caused by syncs taking longer than expected (over 5 minutes).
This error will often resolve itself after 15 minutes, but it sometimes needs a bit of a push to remove it! This is because the account, in most cases, has been able to sync in the background, but it is still "stuck" in error mode.
To check whether the error can be cleared on the next sync, please trigger another sync from the Feeds page by following these steps: Trigger a sync for a feed
If this error persists after 48 hours, please get in touch, and we will open an investigation!
Persistent Authorization failed errors
Sometimes these kinds of authentication errors are legitimate - so you've typed in the correct credentials, and accurately filled in the additional security information, yet the error persists; please write in and confirm for us the following details:
- Verify that you've cleared, then typed in your feed credentials. This is a key detail that really helps our team understand that you've taken every step possible to ensure your credentials are the same as those used within the online banking site. Just a reminder - no one from PocketSmith can access your online banking credentials, this information is only known to you.
- It would also pay to check whether the login process for your online banking website has changed - there may be a new sign-in URL or a new layout to the website which is causing the error. If there have been any website changes, please let the PocketSmith support team know.
- Confirm whether there is anything unexpected happening with your MFA - is the verification text not arriving? Is the MFA entered on time, but the error still occurs? If possible, as much detail on this issue, and a screenshot attached to your support request will help us to demonstrate to Yodlee the exact issue as it occurs for you.
If you are still experiencing this error, even after the above checks, please get in touch with the PocketSmith support team, ensuring the details in the bullet points above are provided so that we can quickly begin the investigation process.
Account linking required
This error alerts the user that there are no linked accounts for a feed.
In order to automatically fetch transactions from the feed, feed accounts need to be linked within your PocketSmith.
PocketSmith doesn't link accounts on your behalf. This step is user-led, and works in accordance with your preferences, depending on whether you'd like to link any existing accounts (containing historical transactions) or create brand new linked accounts.
For an illustrated, step-by-step guide to linking your accounts within PocketSmith, please check out our Learn Center documentation: Steps to link a feed to an account
Account issues
Read more here: Resolving duplicate accounts in PocketSmith
Transaction issues
Missing transactions
Read more here: Missing transactions in accounts with a bank feed
Duplicate transactions
Read more here: Duplicate transactions in accounts with a bank feed
Incorrect transactions
Read more here: Incorrect transaction details in accounts with a feed
Issues with Feeds per provider
Issues with feeds via Yodlee
The majority of our feeds come through Yodlee, a third-party feed aggregator who is a leader in this industry.
For troubleshooting any feed errors on a Yodlee connection, please check out this guide here: Troubleshooting Yodlee feeds
For more information about our data provider Yodlee, please check out: About Yodlee, our global data partner
Issues with feeds via Akahu
Our data provider, Akahu, is New Zealand's open finance platform. Akahu makes it simple to access the data that organisations hold about you, and to share that data with trusted third parties like PocketSmith. Akahu connections are currently available to users with NZ-based banks.
For troubleshooting any issues with an Akahu connection, please see:
For more information about our data provider Akahu, please check out: About Akahu, our New Zealand data partner.
Issues with feeds via Salt Edge
Salt Edge is our UK/EU-specific Data Partner. Salt Edge is an FCA-registered aggregator that securely provides PocketSmith with bank account and transaction data, with your consent. It's an elegant and transparent solution that adheres to the PSD2 Open Banking regulations.
For troubleshooting any feed errors on a Salt Edge connection, please check out this guide here: Troubleshooting Salt Edge feeds
For more information about our data provider Salt Edge, please check out: About Salt Edge, our UK/EU data partner
Issues with feeds via Plaid
Plaid is our data provider for connecting to banks within North America. Plaid allows us to offer more reliable feed connections, and they will make Open Banking connections available to us when banks support open banking.
For troubleshooting any feed errors on a Plaid connection, please check out this guide here: Troubleshooting Plaid feeds
For more information about our data provider Plaid, please check out: About Plaid, our North America data partner
Issues with feeds via Basiq
For more information, please see: Basiq: Possible Basiq issues and solutions.