Troubleshooting Financial Connections [FAQs]

Feeds from financial institutions occasionally experience issues that may result in missing transactions, duplicate transactions, or transactions with incorrect information (e.g. merchant name).

This happens most often when the online banking or investment platform website format changes unexpectedly and requires the feed to be updated accordingly. In many cases these issues can be resolved on the next sync of the datafeeds or resolve within 48 hours.

I've tried to connect but my account hasn't come through

The connections are usually live within a few minutes, however some providers can take up to 24 hours. 

If you’re experiencing connection issues and Lumiant isn’t displaying the reason, we recommend you log in to your internet banking account to check for problems with the bank that might affect your feed. If their online banking system is unavailable, Yodlee won’t be able to access your account. If you can log in to your online banking successfully, make sure you’re logged out of internet banking in other tabs, browsers and devices. Wait 20 minutes, then try refreshing your feed again. If the cause is a temporary connection error, it might have cleared or show an error code.

If you are having issues please refresh and see if your details appear, if they have not come through after 24 hours please let us know via a support request as we will investigate for you.

When I connect to CBA, my CommSec account is included but it's not on my NetBank

You may have "hidden" your CommSec trading account from your NetBank portfolio. However when connecting your Netbank ID through our Yodlee integration it will not follow your NetBank settings.

The underlying investments in Lumiant are different to my current Portfolio Holdings for an investment account

If that is the case, please let us know via a support request as we will investigate for you. Note, if you have done a recent transaction, it may take 24 hours for the change to be reflected.

Please provide a screenshot and a current Portfolio Valuation statement from your platform provider and indicate in your request which holdings are incorrect. 

The units and/or balance of the accounts in Lumiant are different to my current Portfolio Valuation for an investment account

The feeds can be up to 24hrs delayed, so will show the previous days balances, and not account for same day transactions. However if you identify a significant difference outside of recent transactions, please let us know via a support request as we will investigate for you. Please provide a screenshot and a current Portfolio Valuation statement from your platform provider and indicate in your request which holdings are incorrect. 

I want to add another set of login credentials for the same financial institution

Yodlee feeds can only be set up using one set of login credentials. If you access multiple accounts at the same bank or financial institution using different login details, you can't add another feed using the different credentials.

You have tried all of the above and still cannot connect your financial institution

If you've tried all the above but you're still unable to connect your account, please review the government's CDR article on any product gaps here.

Otherwise, please contact our Support team. Include the following information:

• The name of your organisation.

• The URL (website address) for the login page you use to access your online banking.

• Confirm if you access the account through personal, or business online banking.

• Advise if your online banking has changed recently, such as a new design or new notifications displaying.

• Confirm what type of account you're expecting to see. This might be a current, savings, credit card, loan, mortgage, or investment account.