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
Refer to our connecting with ASB article.
ANZ
Refer to our connecting with ANZ article.
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
Refer to our connecting with BNZ article.
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.