Troubleshoot Yodlee

• If you have unmatched transactions that disappear from the feed after refreshing Yodlee, it's possible the transactions didn't have a post date from the financial institution. Only transactions with a post date download to Financial Edge NXT.

• If you're missing transactions from the feed, search Financial Edge NXT to locate them. To resolve, review Knowledgebase details about searching for credit card transactions.

• Unmatched transactions duplicate when online transactions change between refreshes from Yodlee. For example, you download transactions and don't clear them. Before you refresh Yodlee again, the financial institution changes the description for a transaction. This causes the transaction to duplicate the next time you refresh and download transactions from Yodlee.

  When this happens, ignore the original transaction in the feed and match the most recent one to a transaction record in Financial Edge NXT. If you want to verify the update is accurate, check with your financial institution.

• It's possible for transactions to duplicate in the bank account and credit card account feeds. This happens because Yodlee uses industry standard data scraping or open banking technology to securely collect transactions from your account's website. You should ignore these in Financial Edge NXT. To resolve, review Knowledgebase details for duplicate transactions from the bank or credit card feed.

The Member Site Account (MSA) ID or Provider ID is an 8-digit, unique identifier that Yodlee uses to connect to the bank account or credit card account website for credit card feeds. To resolve, review Knowledgebase details about finding the MSA ID. If you're unable to find it, send the following information to Blackbaud Customer Support.

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

• Page URL after you're logged in to the bank account or credit card account website.

• Video or image of the credit card account website displaying the credit card.

• Zipped folder that contains the HTML for the account summary page and the transaction details page. Review 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.

• For errors in the 400s or 500s (for example, Error 414), contact Blackbaud Customer Support to update Yodlee and resolve the error.

• If Error 402 displays when trying to connect to an online bank, verify your online account's login information and confirm you're entering correct credentials. Review Knowledgebase details for verifying credentials when connecting to bank or credit card feeds.

• For delays connecting to your online account or if a gear icon spins on the page, you may need to separate your bank or credit cards because a to successful connection is limited to 20 cards and only 20 accounts. Review Knowledgebase details for the number of cards you can associate with a credit card feed.

• Is my bank supported? Is my credit card site supported? Is my financial institution supported? The most accurate way to determine if a financial institution is support is to search for the financial institution by using the login URL for the bank or credit card's website to ensure the correct site is being selected.

• How do I add my bank or credit card site to Financial Edge NXT? On the Blackbaud Yodlee New Site Request page, you can submit new requests to have your financial institution added to the list of financial institutions supported by Yodlee. It is important to note that requests for supporting new financial institutions are prioritized based on the number of requests. While we currently are not able to give a time frame for when sites may be added, making the request through the Ideas page will allow the site to be tracked to be added in the future.

• How many cards are supported through the credit card feeds? We support up to 20 subsidiary cards per login (e.g., login at the financial institutions website).

• How many bank accounts can I link? We support up to 20 bank accounts per login (e.g., login at the financial institutions website).

• Why do all my credit card charges feed into one card in Financial Edge NXT? For the individual credit card transactions for each subsidiary card to feed into Financial Edge NXT the credit card the account summary page at the Credit card end site must list separate details like name, number, and account balance for each subsidiary card.

  Some corporate card accounts, (e.g., American Express) only display all credit card transactions under the Master account therefore, the transactions will feed into Financial Edge NXT only under the master credit card. An alternative is to connect each subsidiary card with its own individual login. This will allow the screen-scraping technology to aggregate transactions for each subsidiary card, as long as the credit card web site displays an account summary page listing the details for the name, number, and account balance for the subsidiary card. However, there should be some consideration regarding the management of the login information for each individual login

• Is there a cost for bank feeds or credit card feeds? No, customers do not pay extra for bank or credit card feeds functionality, it is included in the Financial Edge NXT subscription.

• Can I use Expense Management without credit card feeds? Yes, invoice requests can be entered for the credit card charges so that the invoice request can flow through the approval rules and once the invoice request is approved, the invoice can be marked as paid by the credit card.

• Can I reconcile my bank register without bank feeds? Yes, you can reconcile a bank account in web view under Review Register.

• Can I reconcile a Credit Card bank register with feeds? No, although the credit card account record is similar to a bank record, it does not have a traditional bank register with cleared transactions for checks and EFT payments. In comparison the Credit card register will contain the invoices paid by the credit cards and adjustments. We encourage customers to reconcile, comparing the credit card feeds to the credit card statement manually.

• Can I record credit card charges without credit card feeds? How do I enter credit card charges if the feed is not currently working? We can add invoices and mark them paid by the credit card. An alternative is to enter the credit card transactions as journal entry batches.

• Why is the replacement card not showing to link? Each credit card company handles new/replacement credit cards differently. If the new card is visible on the credit card web site and the credit card company replaced the card with a unique item account ID, then we will receive a yellow banner on the Treasury>Credit card account page with a link to link the new replacement credit card.

  In some scenarios, the new card is listed on the credit card web page and the previous credit card was simply replaced with the new card and the credit card company is reusing the exact same identifier (e.g., Item Account ID). In this scenario, the transactions made on the replacement card will feed into the original credit card and the new credit card will display as linked to the original credit card in Financial Edge NXT. If this is the issue, we can change the Last 4 field in database view for the original linked card to match the new replacement card.

• How do I inactivate a credit card feed? How do I delete a credit card feed? Once a credit card is linked, there is not an option to delete the credit card feed. We can mark the credit card record inactive by editing the credit card account record and unmarking the Active checkbox.

• Are investment accounts supported for bank feeds? FE NXT only supports bank accounts and credit card accounts; it does not support feeds with investment accounts or money market accounts. Please note that FE NXT users may still be able to search for their investment and money market banks because Yodlee does provide aggregation services and connections to those type of accounts.

• Can multiple credentials be used to sign into a bank feed, for example can we connect the bank feed with my login and also my bosses when we are prompted to update the credentials? No, typically only one login should be used to connect the feed and link to the bank account in Financial Edge NXT. Likewise, one login name should be used to connect a credit card account and link the appropriate credit cards from the feed to the credit card records in FE NXT.

• If the person whose credentials were used to set up the feed has left the company, how can we update credentials? Users can update the username and password for the feed, as long as the new credentials can successfully log into the financial institution’s website as the previous login did and also display the same exact account details.

• Does Yodlee Support the use of Multi-Factor Authentication (MFA) when signing in and refreshing feeds? Yes, the login and requirement for multi-factor authentication should be same as when users log into the financial institution’s website.

• Why do I keep getting an alert and error message: error: 1 credit card has invalid credentials. Manage feeds to update info? Why am I prompted so often to update my credentials? When Yodlee’s system is prompted to update the credentials, their system simply passes along the prompt to Financial Edge NXT therefore the warning message appears in FE NXT and the credentials need to be updated. Each credit card company is different and has a time limit for when the credentials need to be updated for security reasons.

  Financial Edge NXT and Yodlee cannot change when and how often the credentials need to be entered. The frequency in which the credentials need to be updated is determined by the credit card web site. More and more financial aggregators are moving away from screen scraping to catalog and share financial data, moving to API-based technologies.

  Financial Edge NXT made changes to support API-based and open banking In October of 2024, which supports a more consistent connection and depending on the credit card company's changes, to that extent the credentials will not have to be updated so frequently.

• My bank/credit card company’s online portal website has changed. How can I re-link the existing cards to the same bank account in FE NXT? Bank accounts can be unlinked and linked to the new bank web site. For Credit card feeds, the new web site can be linked to the existing credit card account and new credit cards can be created for the new link. The previously linked cards can be marked inactive by editing the credit card account and unmarking the Active checkbox.

• Our Credit card feed recently started working again, since there is a gap in our transactions, what is the best way to handle recording these within FE NXT? Depending on your organization’s accounting practices, please consult with a professional accountant for specifics regarding how to account for the credit card transactions.

  In Financial Edge NXT and Financial Edge 7, credit card management is recorded as invoices paid by credit cards tracked on a credit card account. The activity for the credit cards can be entered as invoices and marked paid by the cards in the credit card account. An additional alternative is to enter the credit card transactions as journal entry batches.

• Are refunds or credits supported in Credit Card Management for FE NXT? Yes, credits will appear in a credit card activity feed and are recorded as an adjustment.