TaxTank offers Open Banking through Basiq, who are an Accredited Data Recipient. This article discusses possible issues with Bank Feeds feeds, along with ways to self-solve the issue that you're facing.

While Basiq feeds are usually very reliable, sometimes glitches can occur with bank connectors which may result in errors when connecting new banks or issues with the delivery of existing bank transactions.
​

In this user guide we troubleshoot a few common issues to help resolve any bank feed issues quickly. We will also explain how to add new or additional bank accounts previously not selected.

If you have an issue with bank feeds, the first step is always to check for any bank outages (partial or full) or planned downtime.

Basiq constantly monitors the general quality of its feeds, and they post known issues up on their status page, which is available at https://status.basiq.io/.

This is the first place you should check to see if there is an issue occurring in general, or a problem specific to your bank. If there is a problem, you can track the progress towards resolution from the above page as well.

A second place to check out is the Rectification Schedule, which is a page maintained by the CDR governing bodies in Australia. This lists all implementation gaps for all banks - if you have quirks in your data, you might find the problem listed associated with your bank in this list, with a target fix date.

If there are no known issues or planned downtime, the next step is to review the list of common issues and work through the steps so we can resolve the issue as quick as possible.

An error we have seen most frequently in the past is missing transactions. There are multiple reasons for why these errors could occur, but they generally boil down to the order that banks provide the transactions to Basiq, pending transactions, or banks changing the date of a posted transaction.

Basiq are currently working on this problem, so we're hopeful this should put an end to transaction glitches in the near future, regardless of how inconsistent banks are in the way that they deliver transactions.

TIP - Bank transactions are usually delivered overnight but can be delayed if they are still pending with your bank, which can happen sometimes across weekends. We recommend waiting 2-3 days before continuing with the steps to remedy.

If you have missing transactions beyond 2-3 days, the first step is to disconnect your bank connection and then reconnect. To do this select the 3 dots in the bank widget, then the 'Disconnect' option. When you see the 'Disconnected' label just select the 3 dots again and the 'Reconnect' option and follow the prompts to reconnect.

Disconnecting your bank will not affect any existing transactions and most of the time the missing transactions will be delivered overnight. However, if your transactions don't arrive the next step is to contact TaxTank support. We will need the following information so we can investigate further, and if necessary, raise a ticket with Basiq to have the issue resolved quickly from their end;

We will monitor the transactions and let you know as soon as the missing transactions are available.

Note: We don’t recommend manually creating the missing transactions as this will affect the balances in you TaxTank account and will mean duplicates transactions will appear when the missing transactions come through again.

Errors can come in two forms when you're authorising a bank feed. The first of these is an error from the bank, where the error is shown from within the bank's own website, before you're taken back to TaxTank.

Tip - When adding a new bank, if you are successfully diverted to your bank login page and then see an error, the error is with your bank. However, if you dont get to your bank login page the error is with Basiq (which relates to point 3 below).

If the error is with your bank it could be "This service is unavailable" (which Westpac sometimes displays), or "you have no accounts eligible for data sharing" (often an error Macquarie shows). Another form we see of this sort of error is when the bank claims to have sent a one-time passcode to you, but nothing ever arrives.

In these cases, it's usually only the bank who can resolve these problems. For this reason, we suggest that your first stop should be to call the bank. When you call the bank, be sure to request specifically to talk to someone who can help you with CDR open banking data sharing, so you have a better chance of getting through to someone who can help.

Note: Please feel free to retry authorisation as many times as you'd like before calling the bank, as this might have just been a temporary issue.

If you receive an error from Basiq when you're authorising, such as an "Invalid token" or "Service unavailable" error within the popup either before you're sent to the bank's own interface, or after you return from your bank back to TaxTank, then it's something that Basiq will need to resolve. Please contact TaxTank support so we can raise a ticket for Basiq to investigate.

Once again we will need some information:

In the vast majority of cases, the problem is due to the bank returning some sort of error or something else unexpected to Basiq within the request. We'll work with Basiq to get this error fixed and let you know as soon as its done.

TIP - Feel free to retry connecting the bank as many times as you'd like, as it could be a temporary issue that resolves itself (and phoning banks is sometimes painful...).

We occasionally see accounts get stuck in a state where the connection is syncing, however no transactions are flowing into TaxTank, despite it stating that it's up to date.

This issue is different from just missing some transactions - effectively, all transactions after a certain point are no longer coming in.

We believe that this occurs when some change occurs for the account itself on the banks side of things, preventing new transactions from being gathered. All other accounts within the feed might still be receiving transactions, but one might not be.

Similar to point 1 Missing Transactions, the first step is to disconnect your bank connection and then reconnect. To do this select the 3 dots in the bank widget, then the 'Disconnect' option. When you see the 'Disconnected' label just select the 3 dots again and the 'Reconnect' option and follow the prompts to reconnect.

Disconnecting your bank will not affect any existing transactions and most of the time the missing transactions will be delivered overnight. However, if your transactions don't arrive the next step is to contact TaxTank support. We will need the following information so we can investigate further, and if necessary, raise a ticket with Basiq to have the issue resolved quickly from their end;

We will monitor the transactions and let you know as soon as the missing transactions are available.

A bank feed might fall into a "Disconnected" state, even though it had been syncing without issue up to that point. Our understanding is that when the bank changes things on their side, the authorisation tokens that Basiq has stored can become invalidated and the connection needs to be reconnected.

To reconnect your bank select the 3 dots next to the 'Disconnected' label and select the reconnect option.

If you've just opened a new account, and you want to have that come in your Basiq feed, you will need to disconnect the bank and then reconnect so you're able to select the new bank to share in TaxTank.

Step 1 - To do this simply select the 3 dots in the bank widget, then the 'Disconnect' option. When you see the 'Disconnected' label just select the 3 dots again and the 'Reconnect' option and follow the prompts to reconnect.

Step 2 - After the bank is reconnected select the 3 dots again, and then the 'Add Bank Accounts' option to view and select the additional bank accounts you want to share in Taxtank.

Why doesn't it show automatically? This is because your feed is established with your bank via the CDR open banking agreement for the bank accounts selected. So if you want to add more bank accounts the bank requires a new CRD open banking agreement (which is the connection and selection process when linking a bank).

Note: It can take up to 24 hours for your new accounts to appear in your banks available list of bank accounts when reconnecting, though it can vary between different banks (some are straight away).

Still need help? Send us a chat and we will help as soon as possible.