Troubleshoot Yodlee

Use this topic to troubleshoot connection and transaction issues for online bank and credit card accounts through Yodlee.

Tip: Start by confirming that your online account credentials are correct. If the bank you need is not supported by Yodlee, submit the Yodlee New Site Requests form to suggest it.

Missing Transactions

  • If unmatched transactions disappear after you refresh Yodlee, the transactions might not have a posted date from the financial institution. Only transactions with a posted date download to Financial Edge NXT.

  • If transactions are missing from the feed, search in Financial Edge NXT to locate them. For step-by-step guidance, review Knowledgebase details about searching for credit card transactions.

Duplicate Transactions

  • Unmatched transactions can duplicate when online transaction details change between refreshes. For example, if a transaction description changes at the financial institution before your next refresh, you can receive a second version of that transaction.

    When this occurs, ignore the older transaction in the feed and match the most recent transaction to the record in Financial Edge NXT. If needed, verify details with your financial institution.

  • Duplicate transactions can appear in both bank and credit card feeds because Yodlee uses industry-standard data scraping or open banking technology to collect account activity. Ignore duplicate entries in Financial Edge NXT and review Knowledgebase details for duplicate transactions from the bank or credit card feed.

Locate Member Site Account ID

The Member Site Account (MSA) ID, also called Provider ID, is an eight-digit identifier that Yodlee uses to connect to a bank or credit card website for credit card feeds. To locate the ID, review Knowledgebase details about finding the MSA ID.

If you cannot find the MSA ID, send the following information to Blackbaud Customer Support:

  • Exact name and URL of the bank or credit card website.

  • Page URL after you sign in to the bank or credit card website.

  • Video or image of the credit card website that shows the credit card.

  • A zipped folder that includes the HTML for the account summary page and transaction details page. Review the Knowledgebase article about saving a web page in HTML format.

  • Last four digits of the credit card number.

  • Number of credit cards linked in the feed.

Troubleshooting Errors