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Your client's statement download is missing some statements

If bank statements are missing from your client’s request, don’t worry—there are several common reasons, and most are easily resolved.

Dale Stephens avatar
Written by Dale Stephens
Updated over 2 weeks ago

🔍 1. Not All Banks Are Supported

CashDeck does not support every bank. To see the full list of supported banks and the types of data available:

  • Visit the Institutions tab inside your CashDeck portal

  • Or check this article: (insert link to supported banks article) article.

🏦 2. Reasons a Supported Bank May Not Provide Statements

2.1 A New Account Has No Statements Yet

Recently opened accounts may not have had a statement cycle yet.

What you can do:
Ask your client to obtain an out-of-sequence statement directly from their bank.

2.2 Online Statements Are Not Enabled

Some banks require users to opt in for online statements.

What you can do:
Have your client log into their internet banking and ensure online statements are enabled for all accounts.

2.3 Secondary Account Holder Limitation

In joint accounts, banks often only allow the primary account holder to access electronic statements.

What you can do:
Confirm which client can see the statements in their portal. That person must be the one to complete the request.

2.4 The Requested Date Range Includes No Statements

Shorter requests (e.g. 30 or 93 days) might not span a full statement period, especially for accounts with semi-annual statements.

Recommendation:
Request 184 days of data to increase the chance of collecting all available statements.

⚙️ 3. Other Reasons Statements May Be Missing

3.1 The Client Didn’t Share All Accounts

If the "User may restrict accounts shared?" option was enabled, your client could deselect accounts before submission.

  • In this case, any account marked “No” will not be included in your download.

  • If this option is off, all accounts will be retrieved automatically.

3.2 The Request Encountered an Error

The session may have been interrupted before the data was retrieved.

Possible causes include:

  • Client logged into online banking immediately after completing the request

  • Client changed their banking password shortly after submitting the request

  • A temporary error occurred at the bank’s end

You’ll see error codes on both Pending and Completed requests.

What you can do:
Search error codes in our online chat to get specific guidance.

3.3 Some Banks Combine Statements

Certain banks combine accounts (e.g., offset + home loan) into one statement.

Examples:

  • Heritage Bank: One combined statement + individual transaction listings

  • ANZ: Home loan and offset accounts shown on a single statement

This can make it look like one account is missing, when it’s actually been included.

3.4 The Bank Has Changed Its Online Portal

CashDeck connects through the client's online banking portal. If a bank updates how they display data, it may temporarily disrupt statement retrieval.

What you can do:
Contact us via online chat from inside your CashDeck account—we’ll check if this is the issue and escalate it for a fix if needed.

💬 Still Stuck?

If none of the above apply and statements are still missing, please reach out to our team via online chat. We’re here to help!

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