Help! My bank account is disconnected or not updating properly 😖

untied links to your bank accounts using a standard called open banking. Larger financial institutions are required to provide access to your account data - and open banking is the way they do this.

You need to refresh your connections every 90 days - this is a regulatory requirement.

Be patient

You will generally see a transaction in your bank app before it appears in untied. This is for two reasons - first untied updates generally a few times a day rather than immediately. And second we wait until a transaction is final before bringing it in whereas bank apps now often show transactions that are still pending (even if that isn't clear to you as the user). This can take a few days.

If transactions are not showing for more than 3 days follow the rest of the instructions here or get in touch.

Connections may break

untied doesn't get any of your bank login details. Instead the bank gives us a consent token that we can use to update your data. But for various reasons these tokens can either expire or stop working - and we don't necessarily know that it's happened. You'll simply see the bank feed not working.

To fix this, try connecting your account as a new connection rather than refreshing/reconnecting your existing one. Do not disconnect or remove the account before doing this or you may lose your transactions!

We have checks in place to prevent it from creating duplicate transactions but it should create a new consent.

This should bring transactions through going forward. If it creates a second account, don't delete the original account as that could hide transactions too.

If you have multiple accounts - you need to re-add them all at the same time

Choose to link all accounts at the same time. Many banks manage your entire feed across all your accounts with them through one consent.

Imagine you have two accounts with a bank, account A and account B. For some reason it seems account B isn't updating, so you follow our instructions to re-add that. If you don't add account A again at the same time, the new consent for account B will replace the existing one and break the account A link. And then you'll think "re-adding worked to fix the account B problem", and will do the same for account A ... and the bank will remove the feed for account B. You'll be chasing your tail.

Dropped connections

We still get reports of feeds dropping. We have put lots of controls in to try to see what is going on. For one major bank what was happening was that it would only support one open banking use at a time - you'd connect to untied, then use open banking for something else, and it would drop.

But for others (and there are a couple of names that keep coming up) we just can't identify why the bank is dropping it, so please be patient if we do have to ask you to connect again, and again.

Slow or delayed feeds, and duplicate or missing transactions

It would be great if bank feeds were perfect, but there's a lot going on when you make a transaction.

A purchase can start as a pending transaction with one value, and within a few days it's been cancelled, or has a different value, and a different status. This is most common with transport transactions but can even happen when you buy something from a supermarket.

Like most accounting products you only want final transactions to appear in untied - and actually the feed we get doesn't always show them until they are final. However your banking app may show them while they're pending - that means that it may seem that untied is slow to bring transactions in.

Other things may be inconsistent - the treatment of pots (some bank feeds treat them as separate accounts, others don't show them at all - it's down to the bank), bank fees and interest.

And at times the feed can show duplicate transactions - generally there's nothing we can do ... we're just reporting what we get from them.

There can also be missing tranasctions - the best way to avoid these is to keep your connections up to date! We'd love to automate the refresh of permissions but we're not allowed to do so under the regulations that affect open banking.

Internal server errors

Occasionally you may get an "internal server error". It may be a short term issue but if this persists get in touch.

If you do have any problems, get in touch as always.