If your bank tile is showing as connected but no new transactions are coming through, work through the checks below.
Before you start
Have you recently:
Started a paid subscription after your free trial?
Reactivated your subscription?
Changed from an inactive subscription to an active subscription?
If yes, your bank connection may already be active and working correctly. New transactions will begin importing overnight, so there is no need to disconnect and reconnect your bank account. Please wait until the following day before continuing with the troubleshooting steps below.
If no, continue with the steps below.
Step 1: Check whether your transactions are pending
Transactions will only import once they have been fully posted by your bank.
Pending transactions will not appear until they have been finalised, so please allow 4 to 5 days, particularly over weekends and public holidays.
There can also be up to a 24-hour delay after a transaction changes from Pending to Posted, as TaxTank imports transactions once per day.
Step 2: Check the account status
Click the three dots on the bank tile.
Select Add Bank Accounts.
Check the status of your account:
Active
The account is active with Basiq and should be syncing normally. Check your Allocated Transactions tab to see if the transactions have already been automatically allocated. If no new transactions have been received for more than two weeks, please contact chat support.
Inactive
The account is no longer authorised with your bank and will need to be reconnected.
Available to connect or No status
The account has not been selected for syncing. Complete the setup by following Step 2 in the Connecting Live Bank Feeds guide.
Step 3: Reconnect the account (only if required)
Only complete this step if your account is showing as Inactive.
Click the three dots on the bank tile and select Disconnect.
Wait until the bank tile shows Disconnected. You may need to refresh the page.
Click the three dots again and select Reconnect.
Follow your bank's prompts and ensure all accounts you want to sync are selected.
Once you return to TaxTank, click the three dots and select Add Bank Accounts.
Confirm that all required accounts are now showing as Active.
If you see the same account listed as both Inactive and Active, don't reconnect again. This usually means the accounts are still merging and will generally resolve overnight.
Once reconnected, new transactions should begin syncing overnight.
FAQs
Q: My bank feeds have stopped since I added more bank accounts.
If your bank feeds have stopped after adding additional accounts, first check whether all accounts are still showing as Active by following the steps above.
Q: My bank feeds have stopped since I disconnected and reconnected.
If your bank feeds stopped after reconnecting, it's likely one or more accounts weren't selected during the reconnection process. Check the account status using the steps above and ensure all required accounts are active.
Q: My bank account is showing as both "Available to Select" and "Inactive" after reconnecting.
This usually means the accounts haven't fully merged yet following the reconnection. The merge normally completes overnight when the bank feeds refresh automatically. There's no need to disconnect and reconnect again.
Q: What's the difference between Deactivate Account and Disconnect?
Deactivate Account applies to an individual bank account. It stops new transactions syncing for that account and hides it from your active bank feeds, but it does not disconnect the overall bank connection.
Disconnect applies to the entire bank connection (the bank tile). It removes the bank authorisation completely. If you need to reauthorise your bank feeds, you must disconnect and reconnect the bank tile. Individual bank accounts cannot be disconnected separately.