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Common bank feed issues
Common bank feed issues

The latest updates regarding any known bank feed issues

Brent Wilson avatar
Written by Brent Wilson
Updated over 2 years ago

Due to the current state of bank feed aggregation, bank feeds occasionally run into errors or experience issues with correctly fetching transactions. Often these errors are beyond our control. Errors are not commonplace, but unfortunately, they do happen.

Thankfully, the errors are temporary in many cases and can be resolved on the next sync or resolve within 48 hours.

If an error persists after 48-hours please contact support via the in-app chat so we can assist you.

We are aware of the following behaviours on several bank feeds.

"Too many devices connected"

When connecting to your bank via Akahu, you might receive an error stating, "Too many devices connected". This device limit is mostly caused by old devices which are left connected to your mobile banking apps, despite them no longer being used.

To fix this, you will need to deregister any unused devices before proceeding. This may be done from within your online banking website, or via the mobile app itself, depending upon your bank.

"Credentials already in use with Akahu"

When connecting to your bank via Akahu, you might receive an error stating "Someone else is using these credentials". This error usually means that you already have a connection with the bank via Akahu, but you are now trying to connect with the bank using a second Akahu account. Make sure you are using the same email address to access Akahu.

ASB

  • ASB only offer 90 days of transactions in their mobile app. If you are an ASB customer and you need to import transactions older than 90 days you can manually upload a transaction file from your bank.

  • ASB has a personal mobile app and a business mobile app. If you're connecting a business account, you'll need to login using your personal login credentials rather than your business login credentials. This means that need to be able to access your business account via the personal mobile app. If you can't see your business account when you open your personal app, please call ASB and ask it to be connected.

  • There are a couple of PIN rules you will have to follow. You cannot repeat a number three times in a row. For example, you would not be allowed "111" as part of your PIN. And you cannot have consecutive numbers (numbers that are one higher or lower than each other). For example, you would not be allowed "45" as part of your PIN.

  • When you connect your ASB accounts to Akahu, you'll be asked for a NetCode and your ASB mobile PIN. ASB limits how long Akahu can wait for you to enter these details, and if you take too long then you'll see an error stating "Your ASB login timed out". Try again with your NetCode device or mobile device and PIN ready.

  • When you connect an account to Akahu, they register a new mobile device. ASB limits the number of devices that can be registered at any one time, so you must have at least one free space. If you don't have space, you can choose to disconnect an old device that you no longer use. To do this, login to ASB Internet Banking, click on your name in the top right corner, then select Manage Devices.

  • If you get your username or password wrong 5 times, ASB will lock your account to prevent someone trying to guess your credentials. In this case, Akahu cannot connect to your ASB accounts, and will show the error "Your access to Online and Mobile Banking has been locked". The easiest way to fix this is to reset your password, which you can do by clicking the "Forgot Password?" below the connect button. You can also phone ASB's support phone number, and ask them to unlock your account.

  • Occasionally you may see a message "ASB is currently experiencing outages. Please try again later." If you see this message, it means that ASB's mobile app servers are not functioning properly. This is likely to be a temporary outage, so please try again at any time.

  • If you cannot remember your ASB password, you can click the "Forgot Password?" link beneath the "Continue" button. This will take you to ASB's official instructions to reset your password.

  • When you set your PIN on a new device (like when you connect your ASB accounts to Akahu), ASB will update your PIN on any other registered devices as well. This means that when you access ASB's mobile app on other devices, you will have to enter the same PIN that you entered into Akahu when you connected to ASB. If you can't remember the PIN you entered into Akahu, you can tap "Login options" in ASB's mobile app, then tap "Reset Pin" and follow the instructions. Please note that if you change your PIN after connecting to Akahu, you will have to connect to Akahu again in order to retain that connection to your accounts.

  • Due to the way Akahu connects to ASB, you will be sent a NetCode to your physical NetCode device or mobile device. If you have not registered for ASB NetCode, you will not be able to complete this step, and so cannot connect your ASB accounts to Akahu. To set up, call ASB's customer support number and ask them to set you up with NetCode.

ANZ

  • You must be registered for the ANZ goMoney mobile app in order to connect your ANZ accounts to Akahu.

  • When you connect your ANZ accounts to Akahu, you'll be asked for a Code sent to your mobile device and your goMoney PIN. ANZ limits how long Akahu can wait for you to enter these details, and if you take too long then you'll see an error stating "Your ANZ login timed out". Try again with your mobile device and PIN ready.

  • When you connect an account to Akahu, we register a new mobile device. ANZ limits the number of devices that can be registered at any one time, so you must have at least one free space. If you don't have space, you can choose to disconnect an old device that you no longer use. To do this, login to the ANZ mobile app, tap on Menu, then Settings, then Manage Devices.

  • Due to the way Akahu connects to ANZ, you will be sent a Code to your mobile device (this is called ANZ OnlineCode). If you have not registered for ANZ OnlineCode, you will not be able to complete this step, and so cannot connect your ANZ accounts to Akahu. To set up, call ANZ's customer support number and ask them to set you up with OnlineCode.

  • Occasionally you may see a message "ANZ is currently experiencing outages. Please try again later." If you see this message, it means that ANZ's mobile app servers are not functioning properly. This is likely to be a temporary outage, so please try again at any time.

  • If you cannot remember your ANZ password, you can click the "Forgot Password?" link beneath the "Continue" button. This will take you to ANZ's official instructions to reset your password.

Westpac

  • PINs: When you connect your Westpac accounts, Westpac will send a SMS alert saying that your PIN has changed (this message is incorrect - there will be no change to your PIN). However if you use a different PIN to your previous PIN, it will be updated across all devices that you have registered with Westpac.

  • Notifications: If you have opted-in to Westpac alerts for logins, you'll receive a SMS alert each time that Akahu accesses your account. Akahu typically access your account every 24 hours in order to check the connection.

BNZ

  • You must be registered for BNZ's personal mobile app in order to connect your BNZ accounts to Akahu.

  • BNZ has a personal mobile app and a business mobile app. If you're connecting a business account, you'll need to login using your personal login credentials rather than your business login credentials. This means that you need to be able to access your business account via the personal mobile app. If you can't see your business account when you open your personal app, please call BNZ and ask it to be connected.

  • When you connect an account to Akahu, they register a new mobile device. BNZ limits the number of devices that can be registered at any one time, so you must have at least one free space. If you don't have space, you can choose to disconnect an old device that you no longer use. To do this, login to BNZ's mobile app, tap on "Settings", then "Managed devices".

  • Occasionally you may see a message "BNZ is currently experiencing outages. Please try again later." If you see this message, it means that BNZ's mobile app servers are not functioning properly. This is likely to be a temporary outage, so please try again at any time.

  • If you cannot remember your BNZ password, you can click the "Forgot Password?" link beneath the "Continue" button. This will take you to BNZ's official instructions to reset your password.

  • When you connect a BNZ account to Akahu, you'll receive a notification from BNZ.

TSB

Connecting to TSB via Akahu requires separate credentials used to log into their mobile banking application. These are different credentials from those used for their regular online banking.

So if you haven't already, please install the TSB mobile banking app on your phone. Once installed, you should be able to set up your separate mobile app credentials from within the app. If you're unable to do this via the app, then you may need to contact TSB to get those set up.

Accounts don't appear immediately after connecting a bank feed

After you set up a bank feed, some of your accounts may take a while longer to appear in Solo than others. Generally, all accounts will complete their syncing within 10 minutes. However, if you find that you are still missing accounts after 24 hours, get in touch with us via the in-app chat, and we'll investigate the issue.

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