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Community > Accounting >

HSBC Bank Feed issue - 21 Sept 2017

Started by Michael May -   in Accounting

I am unable to refresh my bank feed with a HSBC account.

Is this a known issue at the moment?
Hi Michael - I see there's a known issue with HSBC UK feeds. You can always keep up to date on this Xero Blog page here. The team will update throughout the day if issues arise. You can also reach out to the Support team if you have questions for them.
 

Tim S (Community Manager)  

I am still unable to connect despite the blag stating the issue is resolved.
 

Michael May  

Hiya Michael may pay to let Support know so they can see what's happening with your feeds.
 

Brittany H (Community Manager)  

My HSBC bank feed still isn't working either, since yesterday morning.
 

Chris James  

My HSBC Yodlee feed isnt working either tried several times over the past 48 hours. Tried re entering login details, clearing cach and logging in from new (not from bookmark)
 

Steve Houlton  

I haven't been able to update my HSBC bank feed for several days now. Blog recognises a problem from today but states it's resolved. I still cannot download though.
 

Sharon Brown  

Heya team - sorry to hear you've been having issues updating your feeds! We're aware that HSBC recently updated their bank page, so Yodlee have to make updates on their end to get the feeds up and running. They're in the middle of updating as we speak. As you've alluded, the blog is the best place to stay up to date about this, but please also reach out to Support if you'd any more help in getting your bank info in the meantime.
 

Brittany H (Community Manager)  

Hello,

We just set up a new Xero account and having difficulty getting the HSBC feed to work. After seeing this post, we are thinking of doing a manual import in the meantime.

My question is if I do a manual import for all past transaction to date, will I have any issues of duplicate transactions once the feed issue is resolved and setup?
If it is the later, I would rather wait for the feed issue to be resolved. Your help appreciated.

Thanks
 

Thargo Admin  

This is still not resolved and is very frustrating. Xero just seems to be passing the buck to Yodlee and not taking any responsibility to get this fixed as a priority. The status update is poor and misleading.
 

Simone Pennie  

I can assure you that we're working with Yodlee to get this fixed - but as HSBC updated their banking page, and Yodlee rely on the banking page to get the data, the fix needs to come from them.

@MiDMarine, likely the feeds will be pushed through when the update's done and you manually refresh. However, if you need the info now you're welcome to import now, and delete any duplicates when the come through.
 

Brittany H (Community Manager)  

I equally have had issues updating the HSBC bank feed and I came to the conclusion that it is because HSBC have updated and completely changed their site
May I ask... what is the estimated time for Yodlee to make one talk to the other... hours / days or weeks?? Or worse as like others we are increasingly becoming more frustrated
It is only because something that worked so well...
 

sarah mccrossan  

Hi, I'm also having the same issue.
It works fine for the current account bank feed, but when trying to refresh the credit card bank feed it keeps loading the 'connecting' pop up box but then never connects and refreshes. Are you able to provide a timescale as to when this will be resolved?
Thank you
 

Grace Platt  

I too have problem, time to solve is really too long in my opinion! What is the latest update Xero Please
 

Chris Williams  

Hey all, just heard word from the team that Yodlee have made the required changes to the HSBC Business Bank feed and we're seeing users successfully connect.

Refreshing the feed a few times (with at least 10 minutes between each attempt to prevent error) should clear any outstanding issues. Unfortunately, we're seeing a few problems with HSBC Credit Cards so if this is happening with your feeds can you please let the team know.
 

Brittany H (Community Manager)  

Still not working.....

When I do a refresh it just keeps the Connecting to your bank window open but nothing happens.

Do I need to do this a few times with 10 minute between each refresh? How long do I need to keep this window open before I close it?
 

Michael May  

Over the past 3 weeks or so my HSBC feed has become really unreliable. Since we started using Xero about 18 months ago it has been really reliable and refreshed in seconds. Now maybe one day a week it works fine. The problem normally is after I have entered the security information, it simply sits there refreshing feed.
 

Chris Newman  

Hiya Chris - there was recently an issue with HSBC and Yodlee - due to HSBC updating their Online Banking website. However this has since been sorted by Yodlee. If you're having issues still, this'll need to be looked into by our team - as it may be an issue with just your feed. Let me know how you get on.
 

Brittany H (Community Manager)  

Hi Brittany,

Can you please have your team investigate this for my HSBC feed. It is still not working despite re entering login details multiple times
 

Jane Lowe  

Hiya Jane - this is an issue our Support team will need to investigate. Can you please let them know for which bank account of yours this is happening? Cheers.
 

Brittany H (Community Manager)  

Hi - I'm having a problem with the feed for my HSBC Visa card over the past few days - anyone aware of any issues?
 

Simon Foster  

The HSBC feed is notoriously flakey. I reckon about 1 in 10 connections work. I have not been able to update my credit card feed for 10 days even though I managed to connect to the bank account after a couple of attempts.
Tried different browsers, incognito windows, updated login details, everything. No good. Quite frustrating.
 

Chris Newman  

It’s incredibly frustrating. I’ve been trying to resolve this for months. About to ditch HSBC for a different bank as this whole thing has wasted so much time and effort and now we need to catch up. Oh well - onwards and upwards!
 

Jane Lowe  

Barclays Bank feed is exactly the same and has been since I joined in 2014. Terrible show from Xero. Last time I spoke to them they wanted extra money to have the 'auto feed refresh' rather than the manual then confessed that the auto feed was even less reliable than the manual. The amount of time I waste trying to refresh feeds is appalling. Last time, they advised I deactivate the feed then reactivate the feed. Of course, this then needs you to specify date ranges to re-import feeds as it will treat it as a new account. I duly put in the date range to avoid duplicates and it completely ignores the dates and duplicates every flipping transaction available. Hours of fun!
My problem is I use Xero in this particular business fairly low key. I spent considerable money with accountants setting it up so the records worked for them and don't fancy spending the time nor money switching to a better provider.
 

Paul Hayes  

Hi everyone, sorry for the recent disruption for those with HSBC Yodlee feeds. We're aware of a recent issue for this feed, that the bank feed engineers at Yodlee are currently investigating.
You can stay updated on this through our Bank Feed Status Page, or if you reach out to our team at Support, they can keep you updated on when this is resolved.

Paul, looking back through your communications with the team, I'm sorry to hear the troubles you've had connecting.
It does seem there's been a misunderstanding in the feeds here - some banks in the UK do charge a fee for a direct feed integration and are usually pretty reliable, where as feeds provided through Yodlee are somewhat turbulent and less reliable, but free. We're continuously working to strengthen our feed connections, however we do really recommend (especially for those on Yodlee feeds) to regularly match and compare your balances in Xero with your online banking balances.
 

Kelly M (Community Manager)  

I'm losing confidence in Xero I must admit. When I read that a KEY feature of what I look for in my accounts package (ie bank reconciliation) that the data my business relies on is supplied by a source described as turbulent and less reliable it makes makes me uncomfortable shall I say.
 

Chris Newman  

Apologies, Chris. Not my intention to make you feel uncomfortable about using Yodlee feeds. We hold them as a trusted partner, however where there is a direct feed available we generally would suggest these. With these feeds we have a relationship with the bank directly and have set up specifics for the feed with them, so have better control over the data imported into your org.
 

Kelly M (Community Manager)  

Kelly, there's no misunderstanding. I had a phone call from your support whilst having lots of problems with feeds and during that discussion it was advised I pay more to have the direct feed. I challenged why I should pay more when Xero was sold to me on the basis I could import my bank feeds as part of the subscription. Later on during that conversation, the support person confessed that even if I paid to have the direct feed, that xero were still having issues and that it was no more reliable than the Yodlee feed.
I do try and refresh the feed - in fact I actually take time out of my day to refresh the feed even when I'm not needing to work on the accounts as the feed is so unreliable and I don't want to breach the 30 day time limit. It is a good job i do this as frequently the feed is unavailable ( latest episode has been going on for 4 days) Then I get support teams calling me up to advise one thing, then calling me back saying no sorry, don't do that, we've given you the wrong advice.
I sympathise with Chris. The reconciliation with the bank is the only reason for me to have the Xero software. And it is soooooo unreliable.
 

Paul Hayes  

Just to confirm, the charge for a direct feed is imposed by the bank as part of our agreement with them. You do have the option of Yodlee, but as mentioned as the info is directly given to us by the bank, a direct feed is likely to be more reliable.
Regardless of the type of feed, your statement data is being brought into Xero from an external source, which is why we can never guarantee 100% accuracy, and do recommend regularly comparing with your online banking statements.
It's up to you, I'm sorry about issues, and confusion with support, Paul - I'll follow up with the team, to try ensure this doesn't happen again.
 

Kelly M (Community Manager)  

thanks Kelly - to confirm, it is not the accuracy that's the issue, it is the ability to connect to the bank.
 

Paul Hayes  

Kelly, I have to second Paul's comment. THANKFULLY I've never had a reason to worry about the accuracy but it is now almost exciting if I can get a feed update. Two weeks since a successful credit card feed despite HSBC using the same login in parameters as the current account. Its just not viable for any business to continue like this.
 

Chris Newman  

I have also had the bank feed problem with HSBC. I have just been on the phone to HSBC and have found out what the problem is and how to fix it. Woohoo!
Apparently HSBC no longer supports sharing your banking details with third parties for security reasons. So you will never be able to access HSBC through a bank feed.
However, all you need to do is go to your statements on the HSBC website and download them as a .csv file. Then you can access them through Xero by going to 'Manage Account' and selecting 'Import a Statement'. I have just tried it and it works. There is a bit of tweaking I need to do, as there is not enough info on each line to be able to recognise the same amount in Xero when reconciling. I'm sure I'll figure it out though.
 

Rhoda Blenkinsop  

Thanks for this!
 

Simon Foster  

My pleasure.
 

Rhoda Blenkinsop  

I have a XERO account and linked to my HSBC account. I haven't refreshed the bank feed since 24th March 2017. Logged in 2 days ago and refreshed bank feed. It has only pulled across info from 7th Feb 2018 to 13th November 2017.

However i am missing every single transaction in and out of the account from the 24th March 2017 to the 13th November 2017.

Any suggestions here? Ideally importing the statements via the csv template is not the way i want to do this, as what is the point of having Xero is the bank feed doesn't work.

Any ideas / help would be appreciated!
 

Andrew Cousins  

Could it be because you can only access the last 90 days of your account on the HSBC website?
 

Rhoda Blenkinsop  

Great pointers here, Rhonda :)

@Andrew, as Rhonda's suggested it's only possible for Yodlee to import up to 90 days of historical transactions, and this is also dependent on your bank. However, you can manually export statements for this period from your online banking, and import into the bank, in Xero.
 

Kelly M (Community Manager)  

thanks guys - ive it all imported now using QIF formet - worked a treat! will need to remember that 90 day limit and set reminders!
 

Andrew Cousins  

Hi, Is there an issue with the HSBC bank feed at the moment? have been trying to refresh for two days
Thanks
Charli
 

Charli Batley  

I refreshed today it was all good and I am HSBC
 

sarah mccrossan  

Odd!! Any idea what to do? Thanks
 

Charli Batley  

Have you tried from a different location?
I have issues from time to time in the office due to limited internet but then when i get home on a faster bb speed it works... just a suggestion
 

sarah mccrossan  

Thanks for the tip here, Sarah.

Cheers for coming into Support on this too, Charli. There's no widespread issues we're aware of right now, but the team should be able to get to the bottom of what's going on with you. They'll be in touch soon :)
 

Kelly M (Community Manager)  

We have now been trying to get our HSBC Bank Feed working since 2 March 2018, so for over 2 months now, and quite frankly the support for this issue is pathetic. I must have spoken to everyone in the Xero Support team and it still hasn't been resolved. If I could easily move to another product I would as we keep going round in the same circle .... disconnect feed, reconnect feed, and then yet again it doesn't work. I am posting here simply because I am so frustrated with the seeming inability of Xero to bring in a product specialist who can resolve this ... it seems it all has to go through front line support staff (who are very firendly and nice) but which means I've now wasted hours of time. HELP!
 

Graeme Deuchars  

Instead of getting Xero to sort it out, rather contact HSBC. HSBC told me that they don't support third-party bank feeds, which is probably why you're having trouble. But some people seem to get it to work. So who knows...
 

Rhoda Blenkinsop  

Is there a charge from bank to have HSBC UK automated bank feed? Thinking it would be easier. Thanks
 

Therese Carroll  

Hi Therese, there is a monthly £1.50 fee per connected account for the HSBC UK direct feeds. Depending on the number of transaction that you regularly process, you may find it outweigh's the cost of manual reconciliation, or using the Yodlee feed.
Just come on into the team at Support if you' like to discuss more, they'll be able to direct you on the easiest way to make the switch. :)
 

Kelly M (Community Manager)  

anyone have problems with HSBC bank feed today?
 

Catherine Ratcliffe  

Yes... interestingly
I just thought it was my internet, but I have tried 3 times now and xero will not refresh
keeps on showing an error
 

sarah mccrossan  

Do you get a Terms and Conditions error message?
 

Catherine Ratcliffe  

I've also had problems however nothing posted by Xero?
 

Kevin Moore  

Catherine, we are getting the T&C's message - HSBC know nothing about their T&C's changing.....
 

Karen Street  

Is it Terms and Conditions message? Interestingly, I tried my own bank feed and couldn't locate the dongle in time and it timed out - but then downloaded the feed without the security code!!!!! That only worked on one account though - other client accounts are getting the Updated Terms and Conditions Error Message. Anyone contacted HSBC? My client's bank says they haven't updated the T&Cs
 

Catherine Ratcliffe  

Yes we get the terms and conditions pop up saying we have to log in to HSBC. accept the new conditions then try refreshing Xero.... I rang the bank and they are not aware of new T&C's neither had anything from Xero - I said to the bank "I can't even find the new T&C's anywhere on the website" and she said "that's because there aren't any" !!
 

Karen Street  

uh oh - better report to HSBC - sounds like hack
 

Catherine Ratcliffe  

They said they are treating as suspicious at the moment - not sure if just relates to HSBC accounts or other banks also...
 

Karen Street  

PLEASE REPORT TO HSBC BUSINESS BANKING - THEY ARE AWARE OF THE PROBLEM BUT NEED TO KNOW THE EXTENT AND CONTEXT TO TRACK DOWN THE ERROR / HACK !

At this moment they cannot verify it is only affecting Xero feeds but the more info they get the quicker they can resolve
 

Catherine Ratcliffe  

anyone know how to start a new post on here?
 

Catherine Ratcliffe  

Go to community, then click on say "Small Business" and at the top it says "start new discussion"
 

Karen Street  

Thanks - got it!
 

Catherine Ratcliffe  

Thanks for jumping in here and reaching out. I know I just posted on your related thread, Catherine but also just wanted to share for others on this thread.
We're aware of the issue that was affecting the HSBC bank feed provided by Yodlee. This issue is now resolved and a further attempt to manually refresh your feed should clear any outstanding error messages.

If you continue to have any trouble, could you please contact Xero support.
 

Kelly M (Community Manager)