Bank feed for new credit card - Banking Hub error

Hi becn1103a, 

Thanks for the screenshot. Eight days is certainly a long while to be waiting for an update. I’ve followed up on your case for you, and you should hear from the support team soon.

Regards,
Genreve

Hi becn1103a,

You’ve run into a rough one with the error popping up in Banking Hub while you’re trying to set up that new credit‑card feed. To help move things along, there are a couple of quick checks that usually clear this type of issue:

• Log out completely, close your browser, then reopen it in a private or incognito window before signing back in and test setting up the feed again.
• Check if there’s a pending application for the same account under Banking then Banking hub, because starting a new one can block the process.

If none of that gets the page working, you can reach out to the team through Live Chat via our virtual assistant MOCA, or by submitting a support case via My Account so someone can take a closer look.

Cheers,

Doreen

Doreen_P​ Logging out etc didn't work. There isn't a pending application but even if there was I could check the progress because the Banking Hub doesn't open at all

Hi becn1103a,

Thanks for giving those steps a go and letting us know how it went. Since logging out didn't do the trick and the Banking Hub isn't opening at all, it sounds like something in the file itself might need a closer look from our side. Reach out to our live chat support through our virtual assistant, MOCA, or submit a case via My Account so they can check the file directly, and get things moving again for you.

Regards,

Sai

Thank you Isaiah_C​ I raised a ticket through My Account last night, how long does it usually take to get a response?

This is actually a big problem. Last 3 x days, both the Bank Transactions and Reconcile Accounts area of MYOB is blocked with error, see screenshot attached. Something to note, this all started when we opted into the beta of AI matching of transactions. Please escalate this. This will be a widespread problem. We have raised a ticket but no reply. 3 x days. 

Work around is to enter Banking Hub area and then click Categorise Transactions in order to reconcile accounts etc. 

Hi becn1103a,

When you submit a support ticket it can take up to about 3–5 business days for the team to pick it up and get back to you, depending on how busy things are. 

Please keep an eye on the email address linked to your account (including spam/junk), as that’s where the reply will come through.

Regards,
Earl

mmmm I didn't opt into the beta of AI matching transactions and it I still can't access the banking hub

Earl_HD​ Isaiah_C​ how do I get the support ticket escalated? support request number is 02924909 and was raised 8 days ago and still sitting as new. I need to the banking hub to open so I can set up a new bank feed