How to resume transaction imports on our new bank connection update

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  • mjhmjh Member, Administrator Posts: 9 admin

    I'd like to acknowledge all those that are having trouble with their transaction imports.
    We don't have a way to refresh your bank connection because our bank data provider connection doesn't work that way. They send any transactions they have to Wave, right away. Our bank data provider is only permitted to get transactions at certain times throughout the day, depending on the bank.

    With that being said, if you haven't gotten an update in a couple days, please submit a support ticket with us as that is not expected behaviour. When those longer delays happen, we can reach out to our bank data provider and find out what is causing the delay and fix it.
    Deleting and reconnecting won't fix this. Toggling OFF and ON transaction import also won't fix this.

    For others that are having trouble connecting with errors such as "Wrong credentials", "Please connect later" and "Account not supported/MFA not supported", please also submit a support ticket as those issues can be addressed. Our bank data provider recently pushed out a fix to address a lot of these issues with some banks.

    edited February 3, 2020
  • tony140tony140 Member Posts: 5

    @mjh said:
    I'd like to acknowledge all those that are having trouble with their transaction imports.
    We don't have a way to refresh your bank connection because our bank data provider connection doesn't work that way. They send any transactions they have to Wave, right away. Our bank data provider is only permitted to get transactions at certain times throughout the day, depending on the bank.

    With that being said, if you haven't gotten an update in a couple days, please submit a support ticket with us as that is not expected behaviour. When those longer delays happen, we can reach out to our bank data provider and find out what is causing the delay and fix it.
    Deleting and reconnecting won't fix this. Toggling OFF and ON transaction import also won't fix this.

    For others that are having trouble connecting with errors such as "Wrong credentials", "Please connect later" and "Account not supported/MFA not supported", please also submit a support ticket as those issues can be addressed. Our bank data provider recently pushed out a fix to address a lot of these issues with some banks.

    @mjh What about those of us that have submitted support tickets (in my case, over a week ago) and are receiving no support? And still, no one on Wave's end has addressed WHY this change was made without any consideration for how many problems you would create for your customers. Admitting a mistake and giving us a plan of action along with some timeframe on when this whole mess will get sorted out would go a long way. Many like myself are trying to decide whether we need to abandon ship now or hold out and see if this improves, the longer we go with these canned responses are certainly helping to make my decision easier

  • EmmaPEmmaP Administrator Posts: 639 admin

    Hi everyone, thanks for reaching out here. If you can't find your bank account listed in the search menu, this is because it is not currently supported. Our aggregator is always adding banks and particular accounts so make sure to check back.

    If your bank or account is supported and you've entered in your credentials but you're having trouble connecting or you're not seeing transactions imported, please submit a ticket to support.

  • JulieJaoJulieJao Member Posts: 2

    I submitted a ticket to support and they just told the same old rigarmarole about how to add your bank account. Which I know how to do because I have tried it many times! My bank does come up but my checking account does not. The savings account appears but that is not what I need. I don't see why my regular checking account would be an unsupported account. It just doesn't make sense. For some reason the software just doesn't 'see' all available accounts under a single users credentials.

  • CSSHCCSSHC Member Posts: 1

    Just a note echoing the rough time others have had... One day I tried the reconnect option multiple times, at different times throughout the day. My bank was recognized it seems (the logo was displayed in one of the steps to connect the account), but it just kept failing. I opened a ticket, next day response was the same answer you get here - maybe the bank's not supported, one day it might be supported, even though I included a screenshot that showed I had made it past the "select your bank" step.

    The good news was after I read that reply (one day after sending it), and just sent a quick note back to the support email that the issue seemed to be not that the bank was missing, but that something was wrong with the connection. Later that day, I did the "reconnect" process again and it went well and my bank has been connected since. That was January 29.

    The funny part? Today, February 8, I got an apologetic reply that my bank must have changed something and that maybe in the coming months it will be added, and in the meantime I could do a CSV import. So not just a delay, but clearly support's not even seeing what the error is, checking if the bank is connected - just totally picking answers, seemingly at random, from a list of canned responses.

    I get Wave is free, but at this point I'd happily pay $5-$10/month to know that an actual support channel is available.

  • ncgleasonncgleason Member Posts: 1

    I'm another user having this same issue of not being able to import transactions from my bank account. I use WaFd Bank; they are on the list of banks and show connection after credentials are entered. No transactions have posted since Oct 11. I'm super frustrated with all the time I'm wasting looking for answers instead of doing the work that I love.
    Is this going to get fixed at all? What does it take to get going again with automatic importing? I'm looking for alternatives to Wave.

  • mommyof4grlzmommyof4grlz Member Posts: 17

    Great job wave!!! I got connected on the first try with zero hiccups or issues!! I'm not sure why everyone had such a difficult time. I bank with Bank of America and I had no problems with any of my accounts!!

  • TomCooperTomCooper Member Posts: 13

    @AlexL said:

    @TomCooper Have you had any success with the connection yet? Can you try connecting while using incognito mode in Chrome to see if that helps?

    I'm now able to log into Pinnacle, but now I get the message "We can’t import transactions from this financial institution right now"

    What is going on? Your support basically being a black hole "we can't help you, and you can't reach out to us directly" is REALLY painful. I'm "betting my business" on Wave, and your service is WORSE now than before. Not thrilled. If you guys can't get better, I'll need to switch my accounting elsewhere. I've been a Wave customer for 7+ years now, and I'd hate to have to change.

    I'm sure that your team wants to build great software that people love to use, and you're CLOSE, but I'm worried that you guys are slipping away....

  • shafnitzshafnitz Member Posts: 13

    Fortunately, things seem to be stabilizing for my accounts. I think there's still a delay with American Express, but they say they're working with AMEX on that.

  • Light_in_Dark_PlacesLight_in_Dark_Places Member Posts: 1

    my accounts have not updated since 2/13. there was never an email or link to "resume." I'm not seeing any clear information on how to move forward....

  • mjhmjh Member, Administrator Posts: 9 admin

    @TomCooper
    You'll be happy to see we've added the Dashboard Widget back for you :)

  • mjhmjh Member, Administrator Posts: 9 admin

    @ArchiTech
    1) I miss the dashboard and ability to manually trigger an import.

    You'll be happy to see the Dashboard Widget is back. While we still don't have a way to manually trigger an import, I assure you it is not necessary and most bank update automatically throughout the day. If you're bank is not updating in a couple days, please send a support ticket so we can investigate.

  • TomCooperTomCooper Member Posts: 13

    w00t! I just logged in earlier today to look for that! Now, after hitting refresh, I see it!

    It's a little confusing, though, because my checking accounts (at Pinnacle) say "last updated 8 hours ago" but when I go to "connected accounts" I see this message:

    • We can’t import transactions from this financial institution right now.

    I'm pleased to see the balances widget is back (and I can see my credit cards, which is an improvement - today I had to log into my credit card account to get the balance to pay it, so this is a win.

    WHEN MIGHT I GET MY Pinnacle balances to AUTOMATICALLY UPDATE again?
    I really don't prefer downloading files from my bank and uploading them to Wave!
    Tom

  • KevinSKevinS Member Posts: 4

    Thank you for listening and adding the connected account widget back on the dashboard! I have also been experiencing more frequent & stable updates to my connected TD Canada Trust connected accounts - much appreciated.

  • MicahBMicahB Member Posts: 1

    My bank has stopped importing transactions. It hasn't imported anything since 2/5. When I go to connected accounts, there is no "Resume" button. Please help.

  • EmmaPEmmaP Administrator Posts: 639 admin

    Hi everyone, thank you for reaching out in our Community. As you are aware Wave has recently changed to a new data provider. We acknowledge that the transition has not been smooth for all users so we apologize if you have been impacted by this.

    The transition to the new provider is now complete and most financial institutions and account types were able to resume connections as normal. However, we are also seeing instances where connections are failing for various reasons. Our top priority is working with our data aggregator to identify and resolve these issues. For us to be able to track these issues or look into your specific case, we encourage you to submit a ticket to our Support team for further investigation.

    If you had trouble reconnecting, or your account or Financial Institution is currently not supported by our new data aggregator we know this can be frustrating. If you are not able to connect we have some great alternative solutions for data importing such as Wave Connect which allows you to have greater control over your importing, or our CSV uploader.

  • AlexLAlexL Administrator Posts: 1,794 admin

    Hi everyone. As we continue to try and troubleshoot any connection issues that you may be having, we’ve added a support link to the bottom of the Help Center article (found on Page 1 of the thread) so that you can reach out to our Support team directly and get more personalized help with the issue you’re facing. We will be closing out this thread but you now have a more direct route to obtaining support through the link. Thanks!

    edited March 5, 2020
This discussion has been closed.