Troubleshooting Cloud Banking connection issues
Getting Error Message
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,
- Navigate to Bank Module → Cloud Banking.
- Go to More Actions → Refresh transactions.
The manual refresh button
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:
- Navigating to Bank → Cloud Banking.
- Click the double box next to the Account field.
- Go to the Online tab → click Edit Sign-In info button.
- Type in your credentials → click Proceed.
Re-entering credentials by clicking Edit sign-in info button
Disconnect-Reconnect your Bank
If troubleshooting steps
above
didn't work, last thing to do is to disconnect your bank account and reconnect.
- Disconnect your bank account by going to Bank → Cloud Banking.
- Click the double box next to the Account field dropdown.
- Under the Disconnect tab, click Disconnect button.
- And to Re-connect, click the Reconnect button on the upper right hand (next to the bank account status).
- Then choose your bank and enter your credentials.
Disconnecting and reconnecting bank account on Cloud Banking
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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