Bank Connections are a great way to get data into Wave. Those building supplies you bought with your Credit Card the other day? Look at that - the expense transaction is in Wave! Got paid for your work and made a deposit? You'll also see that imported to your accounting.
Sometimes, despite efforts to streamline the process, you may face issues with your Bank Connections connecting or updating. This alert will pop up as a red error alert that will either appear on your Dashboard here:
Or directly on the Banking > Bank Connections page, as here:
There are a few reasons why you may receive these alerts and this guide is intended to help you get back on track as quickly as possible. The table below will provide you with some common errors and the next steps you can take to get your transactions to upload or update successfully.
|If the error code reads...||What most likely happened is...||What you'll want to do is...|
|"Your login credentials are incorrect. Please edit credentials and re-enter your username and password. Tip: Check your caps lock, and ensure there are no spaces typed after your password.||There may have been an issue with how they were entered as username and password are both case sensitive or there was a browser issue preventing the credentials from being accepted.||
1. Confirm the credentials are correct by logging into your Bank's Website.
2. Clear your browser's cache/cookies then re-enter the credentials or sign into Wave using an Incognito Google Chrome Browser and do the same.
|"There is a technical issue between your bank and Wave. We're on the case. Attempt to update in a few days..."||Your Bank most likely updated their log in procedure so we are working to accommodate the change and get you back up-and-running (we're definitely on the same team here).||1. Change takes time and issues of this nature are usually resolved in 24-48 hours.|
|"Your login information is out of date. Edit credentials by re-entering your credentials and security answers. If you are unsuccessful in updating your credentials, you can try removing and re-adding your accounts."||Looks like your Bank made some changes or you've updated your password on your Bank's website since the last time you connected the account(s).||
1. Attempt to log into your Bank's website to confirm your credentials are up-to-date.
2. Clear your cache/cookies and attempt once more to connect.
3. Delete the Bank Connection and then attempt to re-connect the account. We know this sounds scary but it will not delete any previously imported transactions - those are totally safe and can only be deleted from the Transactions page. This more recent connection attempt also ensures things are attempting to connect and communicate properly between your Bank and Wave.
|"An attempt to communicate with your bank has timed out. Please re-enter your credentials and try updating/connecting again in a few minutes."||This is a security related timeout to ensure you're the one attempting to access your transaction data. Credentials need to be entered and submitted within a certain time frame; it's one of the many things we do to keep data safe.||
1. Clear your browser's cache/cookies.
2. Disable any Browser Extensions (or sign into Wave using an Incognito Google Chrome Browser - this disables them all for you).
3. Attempt to connect once more.
|"Wave is unable to locate your account(s)."||Some isn't right - perhaps there was some confusion along the way.||
1. Ensure you have typed in the correct name of the bank with the accounts you are trying to connect
2. Make sure you've selected the proper portal (i.e. personal, business banking, credit card, etc.). Unique portals require specific information. For example, attempting to connect your TD Bank US Credit Card through the standard TD Bank US portal will generate this error.
|"Your login information is out of date. Try to edit credentials and re-enter your credentials and security answers. Multiple attempts to connect will be required for all security questions to be answered."||We're still working to read your credentials and security questions. Our system hasn't received all of the information it requires at this time.||1. Edit your credentials multiple times (5 is typical) to help the system learn how to best connect your bank account.|
These are the most common errors you might receive If the above suggestions do not help to resolve the problem you are experiencing, one of our Bank Integrations Specialists will help you with next steps.
To help us serve you best, we require the following information:
- The name of the bank you are attempting to connect.
- The direct URL you use to log into your bank's website.
- The type of the account(s) you are trying to connect.
Using this information, our team can do a deeper dive into any technical issues that may be preventing your connection from working as expected. If you have already submitted a ticket and were directed here by an automated response, please respond to your open ticket with this information. If you have not yet submitted a support ticket, you can do this here.