If your bank feed says it’s up to date but no new transactions are coming through, here’s what to try first.
Step 1: Check the account status
Click the three dots (⋮) on the bank tile.
Review the account statuses.
When you open the ‘Add Bank Accounts’ popup, you’ll see your bank accounts listed under three different statuses. Here’s what each one means and what action (if any) is required:
Status | What it means |
Available to connect | The account has been selected to share but hasn't been fully added yet. |
Active | The account is live and receiving transaction data in TaxTank. |
Inactive | The account wasn’t selected when reconnecting the bank. |
If your bank connection is showing as active but some accounts aren't visible, it’s possible that individual bank or loan accounts are marked as inactive in TaxTank.
Here’s how to check:
Toggle on ‘Display Active Bank Accounts Only’ to filter your view.
If you see any accounts marked as inactive:
Click ‘Activate’ for standard bank accounts.
Click ‘Remove Payout’ for loan accounts, which will display on the Loan tab in the account.
This will make the accounts visible and re-enable transaction feeds where applicable.
If your bank connection is showing as inactive, then you'll need to disconnect the bank and reconnect it, making sure to select all accounts you want to share.
How to Disconnect and Reconnect:
Click the three dots on the bank tile.
Select Disconnect.
Wait for the tile to show Disconnected.
Click the three dots again and choose Reconnect.
Follow the prompts from your bank, making sure to select all the accounts you want linked.
Allow up to 24 hours for new transactions to appear.
Still not working?
If the transactions haven’t arrived by the next day, you can raise a support ticket directly from within TaxTank.
Click the chat icon in the bottom-right corner
Scroll to the Tickets section
Select "Missing Bank Transactions"
Fill in the form with as much detail as possible:
Which bank and account is missing data
A list of the missing transactions
A screenshot of the missing transactions from your online banking
Invite TaxTank Support via the dashboard (bottom-right square)
Once we receive all the details, we’ll investigate and raise the issue with Basiq if needed.
Important:
Please don’t manually create missing transactions — it can throw out your balances and lead to duplicates when the actual data arrives.