Troubleshooting Token.io Bank Feeds
Zoho Books has integrated with Token.io, a financial service provider, to fetch bank feeds through open banking. It relies on the bank’s API connection or gateway to automatically fetch feeds into your organisation. We have outlined some of the issues related to the feeds with potential solutions. If the issue persists, you can contact our support team at support.uk@eu.zohobooks.com so we can help you resolve it.
Note: If the issue is with your bank, it may take up to 10 weeks to be resolved. For a quicker resolution, you can contact the bank directly. If the issue is with the service provider, it may take up to 6 weeks to be resolved.
| Error | Description | Solution |
|---|---|---|
| "There's a technical issue while connecting with your bank" | Case 1: When you try to grant Token.io consent to access your accounts, balances, and transaction history, you will be redirected to Zoho Books and encounter this error message. |
Try using a different browser, or Clear the cache, cookies, and browsing history. |
| Case 2: When you try to accept Token.io's end-user terms of service, you will encounter this error message. |
Contact us at support.uk@eu.zohobooks.com with your Zoho Books organisation's ID and bank's name. | |
| Case 3: When connecting your bank account to your Zoho Books organisation, you grant consent to the service provider to access your account information, enter your bank credentials, select accounts, and upon redirection to Zoho Books, you will encounter this error message. |
Contact us at support.uk@eu.zohobooks.com with your organisation's ID, bank account name, and the name of your bank. | |
| "Access Denied" | When you try to connect your bank account with the service provider in the bank's login page, you will get redirected to Zoho Books with this error message. | Verify the login credentials you entered, or Clear the cache, cookies, and browsing history. |
| Duplicate transactions found in your bank feeds | Sometimes, transactions are duplicated when there is an issue with the bank's system or its data processing. | Reach out to your bank and report the duplicate transactions. |
| Unable to fetch bank feeds | In open banking, you can fetch bank feeds for a period of 90 days. This error occurs when the consent expires at the end of this period. | Refresh your bank feeds, or Try reconfiguring your bank feeds. |
| Transactions from a specific period missing in the fetched bank feeds | Zoho Books may have excluded your transaction as a duplicate, or errors in the bank's database could prevent transactional data from being fetched. | Some of your missing transactions could be categorised under the Automatically Excluded tab of the Banking module. Select the missing transactions in the tab and click Restore. If you don't find the missing transactions in the Automatically Excluded tab, you should Import them manually. |
| There is a mismatch between the fetched bank feeds and your account's transactional data. | This should be an error at the bank's end. | Contact us at support.uk@eu.zohobooks.com and share the screenshot of your bank statement and the mismatched transaction in your Zoho Books organisation. |
Yes
No
Thank you for your feedback!
