Troubleshooting: My Bank Isn't Connected
If you're experiencing issues with your bank not being connected to SortMe, don't worry – we're here to help! Follow the steps below to ensure a seamless connection and retrieve your financial data securely.
Step 1: Access your SortMe account and confirm the linked banks
Go to your SortMe account and confirm the linked banks:
- Navigate to the Settings section.
- Verify that the bank accounts are listed, and each has a ‘Connected’ status indicating a successful connection.
Step 2: Verify Akahu Connection
To verify your connection, go to your Akahu account:
- Click on the Akahu settings link.
- Once logged in to Akahu, check for the list of connected accounts. Each connected account should have a blue dot, indicating it is successfully linked to your SortMe account.
Step 3: Confirm Account Listing
Review the listed accounts on Akahu and ensure they match the banks you intend to connect. If your desired bank accounts are not listed:
- Use the 'Connect New Accounts' option at the top of the page.
- Follow the prompts to select and connect the additional accounts.
Is it an outage?
Sometimes a bank's open banking service, or Akahu (the service that connects your bank to SortMe), stops working for a while. When this happens, many people with the same bank are affected at the same time. Nothing is wrong with your account or your login.
Signs it is an outage:
- All your accounts at one bank stopped updating at the same time.
- The connection screen shows a general error, even though your login is correct.
Most outages fix themselves, and your accounts start updating again on the next sync. You do not need to reconnect. If your accounts still have not updated after 2 business days, email support@sortme.com and we will check with Akahu.
Problems with a specific bank
Some problems only happen with one bank, for example a missing credit card or a business account you cannot see. See Bank connection issues, bank by bank for the known issues and fixes for each bank.
Thank you! 🙂