How do I troubleshoot a bank connection With Yodlee?

Once you have your Bank Connections added using Yodlee, maintaining them is important to ensure your expenses continue to import smoothly. You can find useful steps for checking on your connections below.

Bank Not Found
Browser and Captcha Issues
Login Credentials
Refresh or Edit / Reconnect
Renaming Accounts (Nicknames)
Security and Verification Methods
FAQs

Bank Not Found

If your bank is not listed on the list of available banks to connect, it may not be available for connecting. Reach out to our support team directly to submit a request for the bank to be added with the below details:

The name of the bank
The login you use to access the bank online

The more people request the same bank to be added, the greater the chance of the bank being added. In the meantime, you can import your transactions into FreshBooks using a CSV file with either option below:

If using Bank Reconciliation - Use How do I add, edit or delete manual transactions in bank reconciliation? to import both income and expense transactions
If not using Bank Reconciliation - Use How do I import expenses from a file? to only import expense transactions

Browser and Captcha Issues

If you’re being taken back to the beginning of the captcha test/I am not a robot test, or you’re unable to edit your connected banks’ settings, you may need to clear your browser’s cookies and cache using the steps here.

We also recommend trying in incognito mode, or a similar private browsing mode.

Login Credentials

If you’ve updated your online banking login, you’ll also need to update it inside your Bank Connections as well. Use these steps:

Select the Bank Connections section
Then select the Edit link next to your bank account
1. If your bank account is part of Open Banking, a new window will appear asking you to log in and confirm authorization first.

You’ll then be taken to the login page for your online bank account, where you can re-enter your new credentials. Ensure all your accounts have finished loading before you select Save Changes to finish.

Refresh or Edit / Reconnect

Depending on your bank, most bank connections refresh every 24 hours through a queue. If you’re having issues with your bank connection, you can use either Refresh or Edit / Reconnect to try and bring in transactions:

Refresh

Use the refresh option to bring in new or missing transactions if there are no errors displayed with your bank connection with these steps:

Select the Bank Connections section
Then select the Refresh link next to your bank account, and it will start refreshing
Keep the browser window open during the refresh, and once the refresh is done, check for any new transactions in your Expenses or Bank Reconciliation section. If new transactions were not imported in, use the Edit / Reconnect steps below.

Edit / Reconnect

Use the edit or reconnect option if an error is displayed with your bank connection, if you need to update your security questions, or if you need to force new transactions to be imported in with these steps:

Select the Bank Connections section
Then select the Edit or Reconnect link
1. If your bank account is part of Open Banking, a new window will appear asking you to log in and confirm authorization first
If your login credentials haven’t changed, select Update
Answer any security or verification questions until all have been answered correctly and select Next
Stay on this page and wait up to 10 minutes for all your accounts to finish loading when all spinning icons disappear (otherwise closing or leaving this page will require you to start over with the steps)
Once all accounts have finished loading, select Import
Keep the browser window open while the edit or reconnect is updating. Once the edit or reconnect is done, check for any new transactions in your Expenses or Bank Reconciliation section.

Renaming Accounts (Nicknames)

Nicknames can be set up to help you distinguish between bank accounts, so you know which transaction came from which account. The option to rename accounts can be done during the initial set up process, or afterwards. Edit your account names with these steps:

Select the Bank Connections section
Then select the Edit link next to your bank account
1. If your bank account is part of Open Banking, a new window will appear asking you to log in and confirm authorization first
If your login credentials haven’t changed, select Update
Answer any security or verification questions until all have been answered correctly and select Next
Stay on this page and wait up to 10 minutes for all your accounts to finish loading when all spinning icons disappear (otherwise closing or leaving this page will require you to start over with the steps)
Once all accounts have finished loading, select the Remove or rename account link next to the account you want to rename
In the Nickname field, enter in the new name of the account
Select Save Changes
Your account’s new nickname will appear in (brackets) next to the name. When you’re done, select the X button in the top corner to exit and finish. The nickname will now replace the original name of the account in your Bank Connections.

Note: Any renamed accounts with nicknames will only apply to future imported expenses, and not to previously imported expenses.

Security and Verification Methods

Some banks have stricter security than others by employing stronger verification methods to set up bank connections with third-party software like FreshBooks. If your bank is currently employing these verification methods, we recommend working with your bank to use a different method if possible:

One Time Passwords (OTP) or Two Factor Authentication (2FA) - This will require you to re-enter the OTP or 2FA to bring in new expenses every time
Image Verification - We recommend using a different verification if this is currently in use
Repeated Verification - Some banks may require you to input your security or verification details regularly until all questions and answers have been stored

FAQs

I tried to add a new bank, but I didn’t find the option to choose how far back to pull expenses?

This can happen if you don’t stay on the Bank Connections section for 10+ minutes after connecting a bank. This will automatically bring in all expenses as far back as the integration can go with your bank (30-90 days).

If expenses have already been imported, you can go to the Expenses section and delete the unwanted imported expenses.

How do I disconnect my bank?

Disconnecting a bank will not remove expenses that have already been imported in for that account. To disconnect, follow these steps:

Select the Bank Connections section
Then select the bank itself to show the connected accounts
Next to the account you want to remove, select the Disconnect link
Select OK to confirm the disconnection.

If you're trying to re-add this bank, there is a chance of duplicate expenses being imported in again upon connection. We recommend checking your Expenses section afterwards to delete any duplicates that appear.

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