1. Not all banks are supported
The first thing to note is that we don't retrieve statements for all banks. To find out which banks are supported and what type of data you can retrieve, please check out this detailed article. You can also click on the Institutions tab on the left sidebar inside your CashDeck portal.
2. Why statements may be unavailable for a supported institution
2.1 New bank account
Recently set up accounts may not have had a statement yet. Sometimes your client will have opened a brand new account and this account hasn't been open long enough to have an official statement delivered to your clients online portal.
What can you do?
In cases like this you will need to request that your client obtains an out-of-sequence statement from their bank.
2.2 Online statements are not enabled for your client
A bank may require a user to opt-in for electronic statements before making them available on their portal. If your client hasn't enabled online statements via their online banking portal then we won't be able to retrieve them for you.
What can you do?
Ask your client to check that they have enabled this for all of their accounts.
2.3 The user who logged in isn't the primary account holder
Often when a client has a joint account, their bank will deliver the official electronic statement to the primary account holder. This means one account holder is listed as the primary and the other the secondary, and it's possible that the secondary holder has requested the statements.
What can you do?
Check which client can see statements inside their online banking portal. This account holder will need to be the one who downloads the statements.
2.4 The requested period did not contain any statements for that account
We recommend you request 184 days worth of banking data. Not all accounts will have statements generated for them if you request a shorter period. i.e. if you request a 62 or 93-day request, there is a good chance that some accounts that have statements generated every 6 months, will be missing. You may still get lucky however 😁.
3. Other reasons statements may not be available
3.1 Your client may not have shared an account with you
When creating a request, one of the options you have as a broker is to turn on the User may restrict accounts shared? toggle. Turning this on will allow your clients to hide accounts before submitting them for retrieval. On the flip side, if you turn this option off then all available accounts will be retrieved for you and your clients will not be able to hide them.
When this option turned on your client can choose a Yes or No button next to each account that we have picked up. Any accounts toggled to No will not be retrieved for you.
3.2 An error occurs
Your client may inadvertently disconnect their session just after they have confirmed their request, and before it has been retrieved from the bank. These could include:
Your client has logged into their online banking immediately after completing the request
Your client has changed their online password immediately after completing the request. We need up to 30 minutes to complete a request before your clients change their passwords)
There may be an issue at the bank's end that causes a request to not complete properly.
If there are any errors on your clients connected banks they will show on both Pending and Completed requests. The error code will be displayed and you can search error codes inside our online chat app. These error articles will provide guidance on how to manage specific errors.
Some banks will only provide a single statement that covers a number of accounts, like an offset account and mortgage account. In cases like this you may find the offset account is missing a statement but all other account statements have been retrieved successfully.
Note, this is not the only circumstance where this type of error might present.
3.3 Some Banks combine statements for multiple accounts
Some banks will combine more than one account into a statement i.e. Heritage Bank only provides a single statement covering all accounts an individual owns and separate transaction listing documents are provided for each individual account separately. Other banks, like ANZ, might combine a home loan + offset account into a single statement. Making it look like the offset account statement is missing.
3.4 The bank changes something in its online banking portal
Our technology works via your clients' online banking portal. Once our systems log in we are able to automatically download statements, print out transaction histories, and retrieve raw transactions for the living expense reports.
If the bank makes updates to their site that alters the way data is presented we may need to work on some updates before we can complete the request. Thankfully, banks don't make big changes often.
What can you do?
Just get in touch with us via online chat once you have logged in to your CashDeck account.
If you don't think any of these apply and you haven't received the statements you were expecting, please don't hesitate to get in touch with our team via online chat.