When adding wealth items to your portal using your financial institution's login credentials to access a data feed the current balance of the accounts as well as a snapshot of your historic transactions are provided.
Occasionally errors can occur during this linking process.
List of errors and how best to troubleshoot them:
'The account is locked at the provider site.'
This error message indicates that your account may be locked by the financial institution, generally for security reasons (e.g. too many failed attempts to access account, and the account is then locked).
Please contact your financial institution (Bank, Portfolio trading platform, Superannuation fund) to unlock your account.
'Additional MFA information is needed at the provider site; additional verification is required'.
You may not have entered in the MFA code as required by your financial institution, or the MFA code request has timed out.
If this is a new wealth item being added, please try to add your bank account again.
If the wealth item already exists within your portal, please update your login credentials to re-start the data feed.
'The site is in beta stage'.
The financial institution that you are trying to link to is not fully supported and is still in beta stage of development.
Please contact your Financial Professional.
'Unable to log in to the provider site due to outdated credentials'.
The data feed that has been created in your portal currently holds credentials that are deemed outdated by our data feed provider.
Please update your credentials to trigger the data feed.
'Unable to log in to the provider side due to incorrect credentials'.
The credentials that you have entered are deemed to be incorrect by our data feed provider.
Please update your credentials to trigger the data feed.
'The MFA information provided is invalid'.
The MFA code entered is incorrect.
If this is a new wealth item being added, please try to add your bank account again.
If the wealth item already exists within your portal, please update your login credentials to re-start the data feed.
'The request has timed out'.
Our data feed provider has attempted to access information from the financial institution but has timed out . This could be an issue with your internet connection, an error with the financial provider or with our data feed provider.
Please check your internet connection, try again and if still having issues, contact your Financial Professional.
'The Yodlee IP is blocked by provider site'.
Your financial institution has blocked 3rd party data providers from accessing information.
Please contact your Financial Professional.
'Error indicating issues at the provider site'.
Unexpected errors are occurring with the data provider.
Please login to your financial institution and verify that you are able to view all required information.
If you are able to login successfully, please update your credentials within your client portal which will trigger the account to update.
If you are still experiencing issues, contact your Financial Professional.
'The provider site is unavailable; e.g. down for site maintenance'.
Your financial institution's site could be down (e.g. unavailable due to tech maintenance)
Please try again later.
'Indicates there is a technical error'.
An unexpected error has occurred with the data provider.
Please contact your Financial Professional.
'Errors that require the user to take action at the provider site. For example, accept T&C etc.'.
An action or task is required for completion with your financial institution. For example, you may be required to acknowledge your institution's new terms & conditions, or update your contact information with them.
Please use a web browser (not a mobile app) to complete the task required by your financial institution and then try to add your banking credentials within your portal again.
'Indicates if multiple sessions or a session is terminated by the provider site'.
You are currently logged in to the financial institution's website. Please ensure you log out of any active sessions and then try again.
'Unfortunately we were not able to connect to your bank. Please try again later'.
Please try the process again at a later date.
If you are still experiencing any issues, contact your Financial Professional.