This is what happened!
You have successfully linked your account
You have all of your transactions
You have duplicate transactions in your transaction list
Did you know
Our system talks directly to the bank
The way we talk to the bank is different from what you see in your banking app
That is why when we investigate this we find most of the time the bank is NOT sending our system the right transaction data
Here are a few tips to help you resolve your issue:
1. Have performed a full refresh of your accounts?
To do this pull down on the portfolio > account screen for 5 seconds.
This will cause a refresh of your accounts directly with the bank.
This resolves most of the problems, if you still have an issue you will need to raise a ticket.
Still having a problem? Here are some options:
Option 1: Unlink your consent and bank. This will restart the process of connecting to your bank
This sometimes helps resolving this problem. However, if it is a bank issue this will NOT help
You will lose all categorisation that you did not apply to similar transactions.
You will lose your bills that have NOT be automatically detected.
Contact your Adviser directly for any other issues.
Need more support? Raise a ticket
At this point you have tried everything, now it is time to raise a ticket to our helpful support team.
What you will need to help a quick investigation of your problem.
The email you signed up with (if you don’t provide this we can not help you)
Screenshots (very important)
Transactions amount and dates (very important)
We will endeavour to get back asap