Troubleshooting

1. Locate the customer’s account within the Banking Service admin portal.
2. Perform general troubleshooting.
3. Raise a ticket through service now.

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Banking Service Admin Portal

Require access to admin portal? Submit a service now ticket following the raising a ticket section of this article and specify your request for access. Please also provide manager approval.

For documentation covering the use of the admin portal and account debugging view the Banking Service admin portal guide.

Banking Service Admin Portal >

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General troubleshooting

General troubleshooting by using the Banking Service admin app should be checked before logging a ticket to ensure you cannot answer the question without escalation.

1. Check the status page for known issues https://status.sage.com/

2. Investigate using the admin portal The admin portal is a great tool for understanding the current state of a customer’s account within the Sage Banking Service. The admin portal section of this article will provide a guide on using this tool and debugging customer accounts.

3. Search for common issues and FAQ We have outlined most common issues and frequently asked questions below. Search this article for suggestions on issue resolutions and next steps.

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Raising a ticket

Please ensure you have followed all troubleshooting steps before raising a ticket with Banking.

1. All escalations need to be raised as tickets in Service Now.
2. Within Service Now select > Live Services > Sage Network Platform - Domain Service Escalations.

3. To create the ticket use:

   • Service - Sage Network Platform - Banking Service
   • Sage Product - Select Product customer is using
   • Country - Country of the customer
   • Summary - Short description of the issue

4. You should then provider answers to each of the questions within the Required Information sections.

   • We need to know what bank they are using; we are seeing an increasing number of tickets which does not state which bank the customer is using
   • We need to know the last 3 digits of the account/s number.
   • If the customer is receiving an error, provide specific details of this exception including the message, screenshots/videos, and the steps the user has taken for this error to display.
   • If the account is receiving an issue after being connected, please provide the bank account ID for the account in question (we will not be able to support in finding this value within your product).
   • If the customer is missing transactions, please provide example of these missing transactions (i.e., date/amount/ref).

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Common issues

How to find a customer in admin portal (Bank Account ID)

The Banking Service Customer Support Team will not be able to support in finding a customer’s bank account within the admin portal. Your product should have a method to locate the customers bank account identifier which can be used to find within the portal. Raise with your product development team if unaware.

Organisation not displaying bank accounts in admin portal. Bank accounts not found

Check to ensure the organisation ID is correct; Banking Service Organisation Ids are UUIDs and in the format 8-4-4-4-12 for example fdaa6b60-a509-4f97-a288-20d3432f9070.

If so, this is most likely due to the organisation being migrated from the old Banking Service Auth to the new Auth service. The banking service team will be able to locate the migrated account – raise a ticket providing the bank account ID.

The new migrated ID can be found within the migration section of the DB.

What happens when a customer posts a bank suggestion

Bank suggestions are posted to our API and are then accumulated into a report. This is made available for the Banking Service product management to review and identify any gaps in our offering. Depending on the bank suggestion trends and the specific demand they would then decide if we can/need to make the connection ourselves or work with a third party.

We would recommend logging a service now ticket for the customers required bank, the team can then investigate to see if this bank is available through existing aggregator connections and enable it for customers.

Issues Connecting Feed (unable to onboard)

Ensure that the customer can login to their online banking portal. Ask the customer to login directly at the bank through a web browser, not using a mobile app. Advise them to manually type in their login details and not used ones saved in a browser to check what they are typing is valid. Verify the customer is using the same credentials when onboarding within Sage as when accessing their banking portal.

Check the account is set up for third party connections/open banking within the customers online banking portal (third party configuration setting can vary depending on the bank).

Check admin portal to ensure we can see connection attempts (some connection types may not be displayed).

ZAF Yodlee Ensure the language of their online banking is set to English, if it’s not and they don’t know how to change this they need to speak to their bank.

Issues with mobile authentication (414 URL too long)

If wishing to use mobile authentication the customer will in most cases be required to complete the full onboarding flow on their mobile – this means opening the product on their mobile browser and completing the connection. Their bank authentication app must also be registered on this device.

The following are some troubleshooting steps to take:

• Uninstall the bank authentication app and install the latest version.
• Check that the browser the customer is using is set to allow the browser to open apps (the consenting process takes the user to a web-based landing page - if the browser is set to disallow the opening of Apps, it will fail at this point with a 414 error). This is an android specific step.
• Restart mobile device.

Account has been cancelled

The Banking Service admin portal provides detail on why an account has been cancelled. Use the support tab to locate and select the customer’s account, in the pop-up box find the ‘cancellation info’ section.

When there is a cancellation reason of ‘cancelled via delete bank Account API’ this means the Sage product has sent a request to Banking Service for the account to be cancelled. This occurs most often when the customer selects disconnect in their application.

If ‘cancelled via delete bank account API’ complete a search within the admin portal on the customers organisation ID to see if they have been able to successfully onboard a new account. Banking Service is unable to investigate cancelled accounts.

Accounts not displaying in selectable list of accounts (missing accounts).

If the customer can’t see all accounts when trying to connect, we need to know where these accounts are located within their online banking portal. Do they show up in the same list as the accounts which are returned and selectable. If not, how do they navigate to these accounts? What is the full name of the account missing and the type of account?

FNB/Investec A bank account which a user would expect to be selectable may not appear on the list due to the user not being an admin. Also ensure that the missing accounts are linked to the profile which the customer is authenticating with.

Accounts not showing in multi-account link (financial institution map accounts)

Multi account link works by the customer onboarding their first account and then selecting it within the Multi Account link section of the product. At this point only accounts that have the same authorisation as this account selected would be returned i.e. if you onboarded your normal account for BofA, then your BofA savings and credit accounts could be available to quickly map here (if they have the same credentials).

When the customer logs into their online banking portal for the account fist mapped can they see their other accounts in which they wish to map in Sage. Or do they use different credentials to access those? You can search the admin portal ‘lookup candidate accounts’ to see if there are any accounts with the same authorisation within banking service.

Reauthorisation (‘AuthRequired’ & ‘verifyingAuth’)

When an account has a status of ‘AuthRequired’ this means the bank has asked the customer to re insert their credentials to continue connection. When in this state the customer will be prompted to reauthenticate their feed in the method given by the bank.

Once credentials have been entered the account will go into a state of ‘VerifyingAuth’, the account will then either go to ‘active’ or ‘AuthRequired’.

If a bank requires additional security on login such as One Time Passcode (OTP), accepting a notification with an app or completing a challenge, and the connection to the bank is not via an API then the account will stay as ‘AuthRequired’ as the customer needs to be present to allow login to occur and has successfully continued to send transactions to be pulled for that account.

Bank account is already connected

This can occur when a customer disconnects their account then reconnects before the account has been fully cancelled, for SISS if they disconnect, they need to wait 7 days before they can reconnect as it uses the real world BSB and account number.

The same account can only be reconnected after it is fully cancelled. To confirm this the account identifier in the admin app will show the same as the bank account id.

Unable to remove bank rule

The Banking Service team cannot delete rules directly in the service as a delete does a lot in the background i.e. reordering the rules etc. So, we would not be able to just delete an entry in the database, in most cases this will need to be escalated to the product development team for investigation.

Customer cannot disconnect, offboard or cancel account (no longer has access to the account)

If the customer does not have access to be able to disconnect through the product, Banking Service CS can disconnect them through the admin portal – please raise a ticket.

Can cancel through the admin app or set created and lasttrnsactionsget to ISODate(“1980-01-01 00:00:00.000”) so when the scheduler runs in the morning it has been more that 365 days which will initiate the send to cancel.

Incorrect bank feed transaction description

The transaction narrative field is a concatenation of the following transaction fields: • narrative1 • narrative2 • name • reference Number • extended Name • payee.payeeId • checkNum

These fields are always connected in the same order, empty fields are removed and then the data in each remaining field will be separated by a single space.

If you are unsure which fields from Banking Service are mapped to the in-product transaction reference fields you must speak to the engineering team for your local product to understand the mapping, the Banking Service team will not be able to assist with how these mapping have been implemented in your product.

Missing transactions

1. Check in the Banking Admin app for the account in question, First check the account is Active. a. If the account is cancelled the customer has disconnected and will not receive data, they must re-onboard if they wish to receive data for this account. b. If the account shows authRequired the customer must re-enter their online banking credentials to get new transaction.

2. If the account is Active, check the “Last Data from Bank” field shows when we last received data from the bank (Most providers work on a 3-day service level. If transactions are missing for under 3 days this is likely working as expected).

3. Check the “Last Downloaded by Customer” date to see when the product last pulled transactions.

4. Check the “# Transactions” or “Qty Transactions” fields to see the last transaction Id in Banking Cloud, then compare this to “# Transactions Downloaded” or “Qty Downloaded Transactions” which is the last transaction ID downloaded by the product.

If the “# Transactions” / “Qty Transactions” is higher than “# Transactions Downloaded” / “Qty Downloaded Transactions” the product hasn’t downloaded all available transactions. If there is an option in product to manually download transactions the customer needs to try this option first, if this still doesn’t download the latest data or you do not have an option to manually download you must raise this to the engineering team for your local product.

1. Check with the customer if they have had transactions in their physical Bank account after the date of “Last Data from Bank”.

2. Check the start date entered by the customer when the feed was first connected using banking cloud admin – no transactions prior to this date will be brought through. Anything before this date will need to be covered by statement import.

3. Verify the bank has transactions within the customers online banking portal.

Missing transactions - Transactions not pulling through on same day

Transactions are not sent in real time. With most of our providers, we only sync once per day. This may mean we receive the transactions a day later. Some providers only send transactions on business days and transactions on the weekend will be instead sent beginning of the week. We will also only get transactions which have fully cleared the customer’s account.

Duplicates transactions

Investigate how transactions have been duplicated – check if the customer has imported these transactions manually using a file import functionality.

If cause of duplication is unknown, make note of the duplicate transactions (date, reference, and amount) and raise a ticket with banking team.

Duplicates when moving from transaction import to bank connection

Whenever a customer moves between two different sources of data there is always the possibility of missing or duplicate transactions depending on when the last transactions were added on the old connection and the date the customer selected for transactions to start on the new connection. There is no way for the duplication detection to work when moving between data sources.

Note: Some Sage products have their own import functionality separate to Banking Service.

Wrong or incorrect date being posted

Transactions being pulled through with incorrect dates is likely down to product time zone/region. This can occur if the time zone the customer is using is different to the time zone of the source data.

1. when we get transactions from SISS they provide a UTC offset with a time zone.
2. Banking Service takes the UTC offset to calculate the time in UTC.
3. When the Sage product then gets transactions from Banking, they get the time in UTC and then apply an offset based on the customer time zone.

If unsure of what UTC offset would be applied for the transaction based on the settings within the customers product raise a ticket with your product engineering team.

Account in status of pending

• This will occur for SISS provided connections when waiting for the account to be authorised by the bank.
  • You can check if the connection provider is SISS by checking the provider’s name within the admin portal.
• If the account has been closed at the bank and the customer goes through the reauth flow.
  • Get customer to check the same account is available within their online banking.
• If there is an issue with the account on the provider side and the account is no longer available.
  • Log a service now ticket for both if the above have been validated.

Sorry, we are unable to process your request. Please try again from your accounting application

Cloud Products (Intacct, SBCA and Active)

Depending on your browser settings you may experience the error “Sorry, we are unable to process your request. Please try again from your accounting application.” when connecting to your bank. The error will occur after selecting your bank and clicking Continue on “What’s needed to Connect”. The error occurs due to browser security settings.

Changing the following settings will resolve the issue, however we recommend you assess the impact on changing any security settings. If you do not feel comfortable changing the global settings on Edge or Safari, we recommend using Chrome and adding the required site to Chromes exception list

Chrome

1. On your computer, open Chrome.
2. At the top right, click More. Settings.
3. Under “Privacy and security,” click Cookies and other site data.
4. Under “Sites that can always use cookies” click Add
5. Enter [.]money.sage.com and [.]sagebankdrive.com in the text box which shows [*.]example.com, click Add
6. Close Chrome
7. Open Chrome and restart the process of connecting your bank

Edge

1. On your computer, open Edge.
2. At the top right, click … then Settings
3. Under “Privacy & security”, Cookies select “Don’t block cookies”
4. Close Edge
5. Open Edge and restart the process of connecting your bank

Safari

1. On your computer, open Safari
2. Under “Safari”, click “Preferences”
3. Under “Privacy”, uncheck “Website tracking: prevent cross-site tracking” and “Cookie and website data: Block all cookies”
4. Close Safari
5. Open Safariand restart the process of connecting your bank

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