Troubleshooting Cloud Banking Connection Issues

Troubleshooting Cloud Banking Connection Issues

Troubleshooting Cloud Banking

If you're getting an error message when connecting your bank account on Cloud Banking, you might need to manually refresh the connection of your bank account or re-enter your credentials, the following steps below are the troubleshooting steps that you can do to resolved the Cloud Banking connection issue.


Login to your Bank Website

First thing to do before doing any troubleshooting in CustomBooks™ is to make sure that you can login your account to your bank website to verify that there's no issue with your bank account. If you're able to login, that means there's no issue with your account and troubleshooting needs to be done in CustomBooks™ to resolve the issue.

If you're not able to login your bank account, you need to contact your bank customer service.

Manual Refresh your Connection

Usually Cloud Banking refreshes itself automatically, but if getting an error message, manual refresh is needed.

To manually refresh your bank connection,
  1. Navigate to Bank Module → Cloud Banking.
  2. In Cloud Banking, on the yellow command bar, click the Refresh Transactions button. Depending on your screen size and resolution, you might find it under More Actions → Refresh Transaction



Re-enter your Credentials

If manually refreshing your account didn't work, another troubleshooting you can do is to re-enter your credentials.

You can re-enter your credentials by:
  1. Navigating to Bank → Cloud Accounting → Chart of Accounts.
  2. Look for the bank account and double-click to open.
  3. Go to the Online tab → click Edit Sign-In info button.
  4. Type in your credentials → click Proceed.


CustomBooks™ Help and Support

If the troubleshooting steps above didn't work, it's best to contact CustomBooks Help and Support for assistance.
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