If you believe your bank feeds have stopped working there are a number of steps you can follow to try and resolve the issue.
1. Check to see if the transactions are in your pending tab
Please go to your Enter Transactions screen, then from the Banking tab click the following icon next to the relevant bank account:
Now, click on the Pending tab to see if your missing transactions are displayed here.
The Pending tab will show a list of transactions that have occurred on your account but are still in the 'pending transactions' status (as defined by your bank). Transactions which appear in the Pending tab will soon be moved into the Check tab once they have fully cleared, allowing you to check and confirm them.
Please be aware that every bank is different and some transactions can have a pending status assigned to them for anywhere between 1-10 days.
2. Check to see if your bank feed is undergoing maintenance
Our third party bank feed provider Yodlee will periodically perform maintenance on its bank feed integrations. Unfortunately, when this happens you may experience an issue with your bank feed not working.
Whenever maintenance work is being completed by Yodlee we will notify you of the affected bank and when we expect this work to be completed. To access these bank notifications please click on the Banking icon here:
If you cannot see your bank in this list of affected banks please click the View All Updates link. This will take you to a full list of banks which are currently undergoing maintenance work by Yodlee.
3. Refresh your bank feed
Some banks (such as Barclays and HSBC) use multi-factor authentication. This is an added layer of security that helps protect your bank account. When you log in to your online banking, this is usually the code generated by a card reader or fob that you see.
If you manage a bank account in Pandle that uses Multi-Factor Authentication you will need to refresh your bank feed to view your latest transactions in Pandle. It is recommended that you refresh at least every 30 days. When refreshing you will not be asked for all of your login information, only the code or PIN generated.
Please do not try to refresh whilst you are logged in to your online banking as you may become temporarily locked out.
How to refresh your feed
If a refresh is required then your 'Check and Confirm' shortcut logo should change from a double tick icon to a refresh icon, as below:
Alternatively, you can click the 'Refresh Bank Feed' from within the Check and Confirm screen (shown below). You can access this screen by going to Enter Transactions > Banking Tab > Click 'Enter Transactions' next to the relevant bank account.
4. Check if you can Add More transactions
If your refreshing your feed does not bring through transactions then you may need to use our Add More transactions button, this may also be required after Yodlee carries out maintenance work as some transactions may not filter through to your feed automatically.
When this happens please go to your bank feed and from the Check tab click the '+ Add More' button here:
Then on the following screen enter the date of the oldest missing transaction from your bank account and click 'Retrieve Data'.
Don’t worry if the date you enter overlaps transactions present in Pandle which have come through the feed, Pandle will know this and any duplicates will be ignored.