To re-connect your legacy feed please see the guide below:
If you are adding a new feed please see the guide below:
To stay up to date with all the latest bank feed issues please see our bank feed status below:
Why can’t I find my bank?
Our partner through which we bring you these bank feeds is working hard to support more financial institutions every day. If there are any specific ones you are looking for that aren’t supported, please let our support team know.
Why do I keep getting an error with credentials even though I know I have entered them correctly?
This could be that the type of feed you are trying to add is incorrect (such as a personal feed with business credentials). If you have tried the correct feed and still cannot add your feed contact support.
There may be a problem with your credentials. Try logging into your online banking portal to confirm they are correct. If you cannot login to your portal, contact your bank to discuss further.
If you can successfully login to your portal. Please try to create the feed in incognito/privacy mode on your browser. If this fails, contact support.
Why is there an error when I connect my NatWest/ RBS Bankline account?
Error: No valid bank accounts.
NatWest/ RBS Bankline users must assign Third Party Provider privileges to a new role by following Section 3. For Bankline administrators – setting up users for Open Banking TPP Services of their documentation.
Can I import my historic transactions?
Yes. Historic transactions will be imported for transactions with a date on or after the start date you chose for the feed when linking the feed to your Clear Books bank account.
How do I refresh my feed?
Your feed refreshes automatically and does not require any manual intervention.
Our bank feed provider check the bank's API 4 times per day for any changes. This may be new pending transactions, or pending transactions changing to posted, or both. The time at which these checks happen depend on the bank, the banks will decide their own limits on the amount data being prrocessed to prevent overload.
Any change detected in one of these 4 checks will alert us, at which point we fetch the new or changed data from our bank feed provider. We will only import transactions that have been marked as posted by the bank.
What is the difference between a pending and posted transaction?
When transactions are imported into Clear Books via bank feeds, the transaction dates shown on the imported statement are the posted dates.
There are two states for transactions: pending and posted.
Pending transactions are when an authorisation is taken for a sum of money. The date this occurs is also referred to as the ‘transaction date’. The ‘transaction date’ could represent the date a card was used to make a purchase at a shop. The transaction may show in your mobile/online banking statement as a pending transaction or within a separate part of your online banking portal titled pending transactions or similar.
Posted transactions are when the money has been collected for a pending transaction. The transaction will change from a pending to a posted state. The date on which this happens is also referred to as the ‘bank date’. It is described as ‘the money leaving the account’ which means the transaction is only posted once the money is sent to the acquirer.
Some banks may add the ‘transaction date’ in the text description for each transaction. The date of the transaction will always be the posted date.
Some banks will only move a transaction from a pending to posted state at the start of the next business day, which may fall after a weekend or other extended break. Our bank feed provider will not receive this information until the transactions are posted and so some transactions may appear later than expected.
When will the feed start importing posted transactions?
Immediately, if you’ve linked the feed to a Clear Books bank account.
FAQs specific to re-connecting a feed
Can I import my historic transactions?
Yes. Historic transactions will be imported for transactions with a date on or after the start date you chose for the feed when linking the feed to your Clear Books bank account. This date is pre-populated for you with the date of the last transaction that was imported via your legacy feed. This means you won’t have a gap in your transactions.
Will there be any gaps in my feed?
When you reconnect and link your bank feed, Clear Books will set the default start date to the date of the last transaction imported into Clear Books for that bank account. Transactions that occurred on or after this date will be imported. You can select a different date if you wish, but using the start date that is set by default will prevent gaps in your feed.
Will there be any duplicate transactions?
We recommend you check your information for duplicate transactions.
Reconnecting your feed will import your transactions using the new feed, regardless of whether those transactions were already imported using the old feed. We recommend that you check for duplicates.
Tools Clear Books provides you to help you check for duplicates include:
Bank reconciliation - see guide on how to Manually reconcile a bank account
You can view the two statements side by side, to help find transactions that appear in both imported statements
In the event that you have duplicates, you can delete the duplicate transactions from either the old or new statement, or you can delete the entire old statement. We recommend that you don’t delete the entire new statement.
Why do my bank import rules no longer apply automatically?
With the switch to Open banking some descriptions may appear differently on your imported statement to how they did with our legacy feeds. This means the bank import rule will no longer be applied as it cannot find the search term used for said rule. For example, some banks may add the ‘transaction date’ in the text description for each transaction.
If this is the case, you may need to update your bank import rules to recognise the new updated description for these transactions.
Technical support is available from Monday to Friday, 9 - 5.
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