Yodlee Troubleshooting and FAQs guide [FAQs]

Overview: What is Yodlee?

Yodlee is a leading online banking solution provider and data aggregation platform that securely uses your banking username and password to retrieve transactions on your behalf. 

Yodlee is the leading data aggregation and data analytics platform. It proudly powers dynamic, cloud-based innovation for digital financial services and have fuelled innovation for financial institutions and FinTech for over 19 years. Their platform ultimately enables financial services to help their consumers get better lending rates, lower fees, higher returns, and more. Yodlee aggregate accounts for tens of millions of consumers worldwide.


Data Security and Compliance

  • Data Privacy: Yodlee adheres to strict privacy policies, and consumer data is securely managed under regulatory compliance guidelines.

    Check out Yodlee's Data Promise for more detail.

  • CDR (Consumer Data Rights) Compliance for Australian Users: Yodlee's Consumer Data Rights (CDR) Policy ensures compliance with Australian CDR legislation, allowing authorized users to access their financial data under open banking standards.

    The policy describes your rights under the Consumer Data Rights (CDR) legislation (the Competition and Consumer Act 2010 and the Competition and Consumer (Consumer Data Rights) 2020 (CDR Rules).

  • [Global] What does Yodlee do with my data? Can I trust them?
    Yodlee does not sell personal information or data that identifies consumers. They follow all applicable laws and industry standards for data security, regulatory compliance, and privacy. For more information, see Yodlee's Data Promise.

  • [AU] Is Yodlee CDR (Consumer Data Rights) compliant?
    Yes, Yodlee has a CDR Policy for Australian consumers and account holders of Australian financial institutions, ensuring compliance with Consumer Data Rights (CDR) legislation. This policy outlines consumer rights under the Competition and Consumer Act 2010 and the CDR Rules.


[Global] Data Update Frequency

The method employed to retrieve data may differ based on the preferences of the Financial Institution regarding Yodlee's access to their systems. Such variations are evident across different account types and providers. For instance, a Superannuation account typically updates on a monthly basis, reflecting its less frequent data changes compared to an everyday account.

Also, depending on your institution they may offer to connect in one or two ways i.e. in Australia either Consumer Data Right (CDR) or screen scraping. The CDR option would update more frequently and with more details passed through.

Yodlee's systems also schedule the next update by setting a future date/time for it. The timing of the next refresh is determined by factors such as the account type (e.g., Bank, Loan, Credit Card) or the user's activity level on the platform, among others. Nightly cache updates are generally performed daily.

What is an Active User?

An active user is anyone who has logged into the system at least once within the past 30–90 days. Active accounts are automatically refreshed, based on the user’s login frequency.

When users log into Lumiant, Yodlee aggregates their financial data. By linking accounts with Fastlink, users can view all aggregated data in one place. For users logging in at least once every 30 days, Yodlee will refresh frequently changing accounts (e.g., checking) daily, while low-frequency accounts (e.g., investments, mortgages) are refreshed weekly.

Yodlee updates data based on account types and user activity.

For detailed information, view Yodlee’s Refresh Policy Guide.


Connecting Accounts

You will need your details to match your online banking. You will not be able to connect your accounts if your online banking account is locked, such as after too many failed login attempts. On your initial connection, your details will appear in the Governance module overnight.

To connect your accounts:

  1. Ensure your online banking credentials are valid and active.

  2. Log in using the Yodlee FastLink system in Lumiant's Your Governance and Net Worth module.

  3. For financial institutions requiring 2FA, re-authorization is needed periodically.


Troubleshooting Common Connection Issues

Feeds from financial institutions occasionally experience issues that may result in missing transactions, duplicate transactions, or transactions with incorrect information (e.g. merchant name).

This happens most often when the online banking or investment platform website format changes unexpectedly and requires the feed to be updated accordingly. In many cases these issues can be resolved on the next sync of the datafeeds or resolve within 48 hours.

 

Account Not Visible? Here's What to Do:

If  your account isn’t appearing in Lumiant, follow these steps to troubleshoot:

  • Log in to your online banking to check for any issues with your account. Problems such as maintenance or security prompts could affect the feed.

  • Ensure you're logged out of all other sessions, including tabs, browsers, and devices, as these can interfere with the connection.

  • Wait 20 minutes, then refresh your feed in Lumiant.

Most connections sync within minutes, but some providers may take up to 24 hours. If you still don’t see your account after this time or encounter any error codes, please submit a support request. We’ll investigate and work to resolve the issue for you promptly.

If the bank’s online system is down, Lumiant won’t be able to sync your account until the system is operational again. Once resolved, your feed should update automatically or show any error codes that may require action.

 

New Account at Existing Bank

Yodlee will automatically add new accounts periodically; no additional action is required.

 

Connecting with Financial Institutions that Require 2FA

If your financial institution requires Two-Factor Authentication (2FA), here’s what you need to know:

  • For Open Banking (CDR) institutions, Lumiant can connect directly via Yodlee, allowing you to link accounts like Macquarie or Chase. This connection requires client consent for a specific time period and must be renewed periodically.

  • For non-Open Banking accounts that require 2FA, Lumiant currently cannot update these accounts as they require a one-time authentication token. Yodlee is actively working with these institutions to enable this functionality, and once available, we will integrate it into the platform.

As Yodlee is CDR-accredited, we're working closely to bring more 2FA support to Lumiant for a seamless connection experience.

 

Error or Connection Issue

If a technical error persists, follow these steps:

  • Use the "Fix Link" option to refresh the account.

  • Wait 48 hours for Yodlee and the bank to reconnect.

  • If unresolved, raise a support ticket.

Click on this guide for more reference when troubleshooting a broken link: Identifying and Fixing Broken Data Feeds in Lumiant [FAQs]

Lumiant Support is available to assist with ongoing issues or broken links.

 

When I connect to CBA, my CommSec account is included but it's not on my NetBank

You may have "hidden" your CommSec trading account from your NetBank portfolio. However when connecting your Netbank ID through our Yodlee integration it will not follow your NetBank settings.

 

The underlying investments in Lumiant are different to my current Portfolio Holdings for an investment account

If that is the case, please let us know via a support request as we will investigate for you. Note, if you have done a recent transaction, it may take 24 hours for the change to be reflected.

Please provide a screenshot and a current Portfolio Valuation statement from your platform provider and indicate in your request which holdings are incorrect. 

 

The units and/or balance of the accounts in Lumiant are different to my current Portfolio Valuation for an investment account

The feeds can be up to 24hrs delayed, so will show the previous days balances, and not account for same day transactions. However if you identify a significant difference outside of recent transactions, please let us know via a support request as we will investigate for you. Please provide a screenshot and a current Portfolio Valuation statement from your platform provider and indicate in your request which holdings are incorrect. 

 

I want to add another set of login credentials for the same financial institution

Yodlee feeds can only be set up using one set of login credentials. If you access multiple accounts at the same bank or financial institution using different login details, you can't add another feed using the different credentials.

 


 

Frequently Asked Questions (FAQs)

Can I Remove Linked Accounts?

Yes, clients can manage their linked accounts by unchecking the desired accounts through the same linking steps.

Check out our guide here. Removing/Limiting Accounts in Your Governance Connected by Yodlee [How-Tos].

 

[AU] Is my bank Open Banking ready?

Current data holder providers (accredited banks) can be seen here https://www.cdr.gov.au/find-a-provider . Each Bank (Data Holder) journey commenced on varying schedules, as determined by the ACCC.

Contact your Data Holder (Bank) directly if you have any further Open Banking queries relating to your accounts.

 

What happens if I change my password for my financial institution?

If you change your login credentials, Envestnet | Yodlee cannot retrieve data until you provide updated credentials. To do this, reconnect the data feed by entering your new credentials through Yodlee FastLink in Your Governance. If you forget your password, reset it with your financial institution, then update it via FastLink.

 

Can't Find My Institution on Yodlee?

If your institution isn’t supported, consider connecting manually for tracking, though data won’t sync automatically. Otherwise, contact our Support team with the following details:

  • The URL for your online banking login page.

  • Whether you access the account through personal or business online banking.

  • The type of provider account you’re trying to connect 

We will liaise with Yodlee to see if and when the feed will be available. 

 

Connecting Non-Individual Accounts (Joint, Entity, Trust, Partnership, Company) to Our Platform

Some banks require an additional step to connect non-individual accounts (e.g., joint, entity, trust, partnership, or company accounts), such as nominating an individual (e.g., Director/Trustee) to share the information first. To proceed, contact your bank or check its website for specific requirements. Not all banks support sharing these accounts; if unavailable, you can connect via Yodlee’s screen-scraping option or add the account manually to Your Governance. However, manually added accounts will not sync automatically and will require regular manual updates.

 

I Am Receiving Technical Errors When Linking Accounts

A Technical Error occurs when an account moves to an error status due to issues with the provider. Connection failures can happen when a financial institution’s site undergoes maintenance or layout changes. While major sites often notify Yodlee in advance, smaller institutions may not. Yodlee will need to update its code to adapt to these changes, and the time required for the update depends on the extent of the site changes.

  • For unresponsive accounts or errors during setup submit a support ticket if errors persist after following troubleshooting steps.

 

These Accounts Don't Look Updated:

  • Banks update websites URLs at weekends, so the Yodlee screen-scraping breaks for 1-3 days because they can't read the new website

  • Yodlee only refreshes some things like Superannuation accounts every 30 days etc as it doesn't change as much as an Everday account

  • Yodlee's scrapers can break at any time, e.g. MFA exists on the bank account, a popup marketing message has started appearing on the bank website so it can't refresh

Providers decide to stop using Yodlee aggregation and are no longer available on our App

 


Additional Support

If you've followed all the troubleshooting steps but still encounter issues, please reach out to Lumiant Support and create a Support Ticket here

This guide offers a comprehensive understanding of connecting, maintaining, and troubleshooting Yodlee-powered data feeds within Lumiant. For any further questions or technical issues, Lumiant Support is here to help!