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Selecting a bank statement file not working

Kapiti_DerbyKapiti_Derby Member Posts: 2

Having trouble uploading a bank statement!
I select my appropriate file, select the correct account and hit upload.
After a few seconds, I get: "Oops! Something isn't right. Please correct what's highlighted below." followed by "Please select a bank statement file.".

I have tried OFX, CSV and QFX all with the same results!

I can't even connect my account directly as when I enter my bank login details and hit "Connect" nothing happens. No error messages. Nothing. i have tried on multiple devices with the same results.

in Accounting Technical Support

Comments

  • AlexiaAlexia Member Posts: 3,314 ✭✭✭✭

    Hi @Kapiti_Derby. There's a few things that could be at work, we'll have to go through to regular troubleshooting steps to see if those fix the issue first. Note that we just rolled out a fix to a problem that was stopping some of our users from uploading statements, so I recommend just trying to upload your statement to see if it works.

    • Try clearing the cache for your browser. We also recommend using either Chrome or Firefox, as they are the most stable browsers for Wave. If you are not using one of those, I would try connecting with one or the other.
    • If you are connecting through a VPN, try restarting your VPN, or connecting without it. VPNs occasionally interfere with some of Wave's features.
  • diana02diana02 Member Posts: 8

    Hi, I have the same problem as Kapiti_Derby. I've tried to re-connect to Kiwibank using Chrome, Edge and Firefox. None will work. I've cleared my cache, re-started etc. So I try to upload my statements. I've tried on all three browsers manually. And I've tried to upload QIF, OFX, CSV, and a few other file formats my bank allows. Nothing hppens. It just tells me "Oops! Something isn't right. Please correct what's highlighted below. " I see that this is a problem others have had as well. One thing I guess is that Kapiti Derby is also in New Zealand. (Just the name makes me think that). Perhaps we are using the same bank. It's not a common bank. But you never know. It's Kiwibank. Does that help. Please save me. It's the end of the financial year and my book-keeper is coming. Also, if you Google me you'll find that I'm a journalist and I have often promoted Wave in articles. To be in this situation is a bit ironic. Thanks.

  • diana02diana02 Member Posts: 8

    I have also just tried the encoding option for my OFX file, as per this: https://support.waveapps.com/hc/en-us/articles/208622716-What-to-do-if-Wave-can-t-read-your-OFX-QBO-ASO-or-QFX-file That didn't work either. (By the way someone has emailed me. That solution didn't work). But I'm posting here in case others come up with the same problem and can try these steps.

  • diana02diana02 Member Posts: 8

    Yesterday, I also tried to use a different computer, in case the problem lay with my PC. But same problem. I still can't download my statement. This is getting desperate because I have my book-keeper coming next week and have to download my statements. But a bug in the Wave system isn't let me do it.

  • diana02diana02 Member Posts: 8

    Also, to ensure it wasn't my business bank at fault, I also tried to upload a statement from my personal bank. Same problem. I have sent screenshots of all this backing it all up to Wave. I did get a reply on Friday my time (Thursday evening US time). But that was the standard stuff I've tried so far (and didn't include the support file above, I found that myself). I'm guessing now that no-one is in the office until Wednesday my time. This is a disaster for me.

  • AlexiaAlexia Member Posts: 3,314 ✭✭✭✭

    Hi @diana02.

    I'm sorry to hear you're having issues with the statement upload system. I saw that you also filed a support ticket about this issue. I brought it up with the member of our support team assigned to your ticket and they'll reach out to you through that channel.

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