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How long does it take to add my bank account?

kaeo.kepani

April 17, 2013 06:18

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After following the welcome prompts to help me set up Cheqbook with my bank account, I logged in properly and it authenticated my credentials. It then found one (the only) account with my bank and then asked me to name it.

I was then taken to a screen showing me the orange progress bar where it says its "Connecting to *Account Name* " and "Checking for New Transactions" but it just hangs there. I've had the screen up for 20 minutes now and its not going any further.

I tried this earlier, and thought maybe the servers processed my request and just didn't update the page so I closed the page and re-logged in. The account (named with my previous name and bank information) appeared on my Dashboard but did not contain any of my account transactions. [ I'm also now having a difficult time finding a way to delete the previous bank account, but that's another help ticket altogether... ] 

I trust that the developers would have coded in catches if there was a problem with my computer not accepting cookies or java permissions, and the site would tell me if I needed to have any of those changed.

Even though this is a fairly new service with great appeal, I don't think the servers are under such a heavy load such that requests could get lost or time out.

Is this a common problem or do I need to try something on my end, like a different browser?

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6 comments

• 0
  
  Permanently deleted user April 19, 2013 03:13

  Hi Kaeo,

  Sorry about that, it wasn't a problem with your browser, it was system wide issue. We've been having problems queueing background workers that connect to your bank and import transactions. The good news is we just finished testing and implementing a new background service, which has solved our queuing issues. Please give it another try and let me know how it goes.

  You can try connecting again from the Manage screen for your bank account. To get there:

  1. Go to the Dashboard page (which may be your default landing page if you only have one company).

  2. In your list of bank accounts you should see an "Open" and "Manage" button next to each one. Click "Manage"

  3. On the Manage page, you will see several actions at the top right of the page. Click "Re-Authenticate"

  4. Enter your bank credentials and click "Connect"

  Depending on your bank you may be prompted for additional security questions. If you are able to successfully connect, the system will download all your transactions for the past 3 - 6 months. This process usually takes 2 - 5 minutes. 

  That should solve your issue and you shouldn't need to delete your account. But if you do want to delete your account, you can do this under the account's Manage screen.

  -Ryan, Application Designer/Programmer

   

• 0
  
  Doug Levin April 19, 2013 03:55

  Thanks Ryan for getting back to Kaeo, if anyone else has any questions on this issue please let us know, otherwise it should be closed for now.  

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  Patrick Worlock December 28, 2014 03:03

  I am starting a trial and I am having a similar issue.  I can't get the software to connect with my bank.  It just spins and spins while "connecting with your financial institution".  I've tried twice now and I'm rather frustrated.

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