This guide walks you through common bank feed issues with short, easy-to-follow steps. Each section covers a single issue and tells you exactly what to do.
Important: Always complete the Quick Checks, Account Visibility and Account Status steps below before trying other troubleshooting tips. Many issues can be fixed immediately by doing these first.
Before you start: Quick checks
Check the following before troubleshooting:
Your TaxTank subscription or free trial is active. Inactive subscriptions or trials prevent bank feeds from working. If you've just subscribed after your trial went inactive, your bank transactions will update overnight for you.
Your bank tile is visible on the dashboard.
Your bank feed is not marked as Inactive or Disconnected.
You are not using a VPN, adblocker, or Firefox browser, as these can block Open Banking functionality.
Check account visibility
If your accounts appear in the bank tile by showing the number of accounts but are greyed out under Add Bank Accounts or don’t show as Active:
Switch the “Display Active Bank Accounts Only.” toggle.
Find the accounts in the list and if they have a padlock on them, click on the 3 dots and click Activate Account for standard bank accounts. Or click ‘Remove Payout’ for loan accounts, which will display on the Loan tab in the account.
Once activated, they should become active and display the latest balances and bring in transactions overnight.
If there isn’t the ability to reactivate the account, please disconnect and reconnect your bank.
✅ This ensures all accounts are fully connected and ready to receive transactions.
Check the status of your accounts
To check the status of your accounts:
Click the three dots on the bank tile → Add Bank Accounts
Review the status of each account:
Status | What it Means | Action Needed |
Available to connect | The account is selected but hasn’t been fully added. | ✅ Tick the checkbox and complete the setup to activate it. |
Active | The account is live and receiving transactions. | ✅ No action needed. |
Inactive | The account wasn’t selected when reconnecting the bank. | 🔁 Disconnect the bank and reconnect it, making sure all accounts are selected. Follow “Adding a New Bank Account” below. |
No Status | The account hasn’t completed the second step to add live feeds. | ✅ Tick the checkbox on the pop-up and finish the setup to activate it. |
Check for Known Issues or Planned Downtime
Basiq monitors system status here: https://status.basiq.io/
Individual bank issues aren’t listed publicly, so other sources may be out of date. Our support team can check live, up-to-date status for each bank if needed.
Check the Rectification Schedule (managed by Australia’s CDR governing bodies) to see known data issues and delays for each bank, including planned fix dates.
Common Bank Feed Issues
1. Missing Bank Transactions
Use this if: Some transactions are missing but others are coming through.
What to do:
1. Wait 4-5 days. Transactions can be delayed if they are pending, or over weekends and public holidays.
2. Check the status of your accounts:
Click the three dots on the bank tile → Add Bank Accounts
Status meanings:
Active – working fine
Inactive – not selected; needs reconnecting on the bank’s side
Available to connect – needs to be ticked and setup completed in TaxTank
No status – setup wasn’t finished
3. If accounts are inactive, disconnect and reconnect the bank:
Click the three dots on the bank tile → Disconnect → wait until bank tile shows Disconnected. You may need to refresh your page to see this.
Click the three dots on the bank tile → Reconnect → follow bank prompts and make sure all accounts are selected.
When redirected back to TaxTank click the three dots on the bank tile → Add Bank Accounts and make sure they are now active. If you see any accounts listed as both inactive and active, please wait overnight for the accounts to sync properly.
Leave it overnight for transactions to sync.
Still missing transactions?
Open the chat icon in the bottom right of TaxTank
Create a ticket for Missing Bank Transactions
Include a screenshot from your online banking
Invite TaxTank Support from your dashboard
Important: Do not manually add missing transactions. This can cause balance issues and duplicates later.
2. Error When Connecting a Bank
Use this if: You see an error while trying to connect a bank.
Step 1: Identify the source
If the error appears on your bank’s website → bank issue
If the error appears before or after returning to TaxTank → connection issue
If it's an error from your bank during connection
Common messages:
Service unavailable
No accounts eligible for data sharing
One-time passcode never arrives
What to do:
Try connecting again; many errors are temporary
Check if your account needs additional data sharing authority (common for business accounts, trusts, SMSFs)
Visit your bank’s Open Banking help page to find out how to
Reconnect your bank in TaxTank once confirmed
If it's an error from the Bank Feed connection
Common messages:
Invalid token
Service unavailable
What to do:
Try reconnecting the bank
If the error persists, contact TaxTank Support:
Include a screenshot of the error
Bank name
Affected account
Invite TaxTank Support from your dashboard
We’ll work with Basiq to resolve the issue and keep you updated.
3. Bank account has stopped updating
Use this if: The feed says it’s up to date, but no new transactions are coming through.
What to do:
Refresh the page and ensure the bank tile is visible
Check the status of your accounts:
Click the three dots on the bank tile → Add Bank Accounts
Status meanings:
Active – working fine, your transactions may just be pending on the bank's side
Inactive – not selected; needs reconnecting on the bank’s side
Available to connect – needs to be ticked and setup completed in TaxTank
If accounts are inactive, disconnect and reconnect the bank:
Click the three dots on the bank tile → Disconnect → wait until bank tile shows Disconnected
Click the three dots on the bank tile → Reconnect → follow bank prompts and make sure all accounts are selected
When redirected back to TaxTank click the three dots on the bank tile → Add Bank Accounts and make sure they are now active. If you see the accounts listed as both inactive and active, please wait overnight for the accounts to sync properly.
Leave it overnight for transactions to sync
If your subscription was inactive and you reactivated it, live feeds resume automatically overnight.
4. Bank feed shows disconnected label
Use this if: Your bank feed was working but now shows as Disconnected. This could be due to an upgrade with the bank's connection or a drop out from the bank itself.
What to do:
Click the three dots on the bank tile → Reconnect
Follow your bank’s prompts and select all accounts
When redirected back to TaxTank click the three dots on the bank tile → Add Bank Accounts and make sure they are now active. If you see the accounts listed as both inactive and active, please wait overnight for the accounts to sync properly.
Leave it overnight for transactions to update
5. Adding a new bank account
Use this if: You opened a new account or forgot to select one when connecting your bank.
What to do:
Click the three dots on the bank tile → Disconnect → wait until tile shows Disconnected
Click the three dots on the bank tile → Reconnect → select all accounts you want to share
When redirected back to TaxTank click the three dots on the bank tile → Add Bank Accounts and select the new account and allocate it to the right tank. If you can’t select the account and see your previous accounts listed as both inactive and active, please wait overnight for the accounts to sync properly and retry this step.
Leave it overnight for transactions to update
Note: New accounts can take up to 24 hours to appear to select on the bank's side, depending on the bank.
6. Bank tile has a Temporarily Unavailable label
Use this if: Your bank tile has a "Temporarily Unavailable" label. This usually means your bank is doing maintenance or has a short outage.
What to do:
Wait until the label disappears
Check with your bank for planned maintenance
If the issue lasts longer than two weeks, contact TaxTank Support
In most cases, this fixes itself.
When to Contact Support
Contact TaxTank Support if:
Transactions are still missing after reconnecting and waiting overnight
You keep seeing connection errors
Accounts do not update after 24 hours
Always include:
Screenshots
Invite TaxTank Support from your dashboard
FAQs
Q: My bank feeds have stopped since I added more bank accounts.
A: If your bank feeds have stopped, the first thing to check is whether the accounts are still active. Follow the steps in this article to get them back up and running.
Q: My bank feeds have stopped since I disconnected and reconnected.
A: If your bank feeds have stopped after reconnecting, it’s likely that some accounts weren’t reselected during the process. Check the account status using the steps in this article to reactivate them.
Q: My bank says it's Temporarily Unavailable.
A: If your bank tile says Temporarily Unavailable, it usually means the bank is doing upgrades to its Open Banking connection. These are normally resolved within a day or two, but if it takes longer than two weeks, drop us a message and we’ll check in with Basiq for an update.
Q: My bank accounts are showing as both inactive and active after reconnecting.
A: If your bank accounts appear as both active and inactive, it means the accounts haven’t fully merged yet. This process usually completes overnight when the bank feeds update.