Happy to let you know that we've got a fix! Your RBC connections should resume shortly, if they haven't already! Thank you so much for your patience as we worked this all out. I'm glad we could finally get some good news in this thread.
Thanks for the update. Very much appreciated. Can you tell me if we will be able to sit and just let it do its things once the fix is applied to our accounts? Or, will we need to do some manual importing?
Has anyone dealing with multiple currencies/accounts actually have one account switch currencies. I did, so now I have to delete old transactions and re import transactions manually.
Thanks for the update, it seems to work now for checking accounts but there still is no way to import credit card statements. It used to work in the previous importer. Can you please advise on this?
Hi all, thanks for reaching out! Because we are unable to troubleshoot individual bank connection issues in the Community space here, we recommend submitting a ticket with our Support team through our site! The RBC connection should be up and running but it may take a few days for transactions to resume importing correctly.
Happy to let you know that we've got a fix! Your RBC connections should resume shortly, if they haven't already! Thank you so much for your patience as we worked this all out. I'm glad we could finally get some good news in this thread.
This is great, my RBC connections resumed after I reentered my credentials.
I now have three months worth of duplicate transactions on my Transactions page!
What can be done about this? I assumed there would be a function to merge or review duplicates but I was not offered any option to do so, and now there are hundreds of transactions. Please tell me what I can do about this. Manually merging them individually would be absurd, and the Transactions I manually uploaded from my bank statements have already been applied to invoices so deleting them is not an option.
@Roc We don't have a bulk merge option (since each merge would be specific) but you can do bulk deletes by selecting the box to the transaction you want to delete and then pressing the Delete button. I would make the most of your filters on the Transactions page so filtering for the 3 month period, specific accounts or categories etc. so that you make most of the bulk delete option and the Select all button. Another option is to do a monthly reconciliation on your RBC accounts which may make it easier to see the duplicates and selecting them.
My apologies you're experiencing a known issue we've been having with RBC. Have you tried deleting your connection entirely and trying to reconnect? If you do this, be sure that you may need to edit the date of your transactions to the last successful one for that account so that you don't import duplicates. Let us know if this works for you.
I see that you've submitted a ticket with us in regards to this bank connection issue! I've asked that our team prioritize this to help you get a better understanding of the issue! You should hear from our team before the end of the day. They may ask a few additional clarifying questions before they escalate to our third party data aggregator. Thanks for your post in the community!
Hi @GregC , thanks for your message! If you're having troubles with your bank connection, I recommend starting a ticket with our Support team, where they can investigate your unique account more thoroughly!
I was told by support that the issue has now been identified and confirmed by the data provider and that it may take 6-8 weeks to address? One has to wonder what kind of a data provider needs 6-8 weeks to fix a broken bank connection with Canada's largest bank?
I had such high hopes for switching to Wave Accounting from QuickBooks after 9 years. The User Interface is a much better experience; the estimates and invoice generation produces nicer quality documents. But I continue to have the same issue with connecting my business bank accounts at RBC. I have had two job tickets, and both specialists told me to delete my bank account connections and reconnect them, to absolutely no avail. Where is the transparency? Is this is a short-term fix or a look into what is to come?
Hi @Howard Thaw , thanks for getting back. When a ticket is escalated to our banking partner, it is not the Support agent working on the ticket, but rather the banking partner's engineers, so we truthfully don't have insight into the type or amount of back end work required which would require the issue to take 6-8 weeks to resolve. I assure you that our banking partner works tirelessly to resolve the connection issues we escalate to them. Thanks for your patience as they do so.
Hi @AndrewP , thanks for your message. If the initial troubleshooting provided on your Support tickets hasn't worked, I would suggest replying to the agent to explore more about the issue. The agent(s) you're working with will have the best insight into what the problems on your connection are, and can determine if the issue requires escalation to our banking partner.
Thanks for your response. Support from the Wave Team has and continues to be excellent - and I can say that having been with Wave since it's inception quite a number of years ago.
It is extremely difficult to accept that your banking partner, on the other hand would take 6-8 weeks to resolve a technical issue with Canada's largest bank. If they don't have the resources, then someone should be asking much deeper questions as to their suitability and reliability as a partner.
6-8 weeks - to fix a data connection issue - really ?
Hi @Howard Thaw , thanks for your kind words about the Support team; I really appreciate it! I can understand how frustrating it must be to hear that an issue will take longer than you'd hoped to resolve, especially a feature which is a part of daily bookkeeping like bank imports.
Given that the engineering fix is not occurring within Wave itself, I don't have deep insights into the type of work that is actually required for this particular fix. While I truthfully can't speak to why it would take 6-8 weeks to resolve, I trust that our banking partner is providing a timeline that is reasonable for the amount and type of work that is required for this particular issue. Our banking partner is very well resourced, and frequently resolves smaller connection issues within days for us. In this case, it seems that the issue is large enough to require this more comprehensive timeline to ensure that the work is done for long term impact and resilience. Thanks for your patience as our banking partner works to resolve this for us.
Hey @Sadat! Sorry to hear that! It looks like there is a slightly elevated failure rate for transactions importing from RBC at present. In order to investigate this more thoroughly, I'd recommend reaching out directly to our support team, so they can give your specific case a further look!
@ConnorM , Yes I did... and waiting for their reply.
Another thing I tried before contacting the support team is to delete all my RBC accounts and reconnect. Unfortunately, the system doesn't allow me to delete the accounts with this error message: "RBC Royal Bank can't be deleted because one of its accounts receives your payouts"
If you're having troubles connecting your account to accept payouts there is a manual way to do this. Head to Settings (bottom left corner) > Payouts > Here you should be able to update your bank credentials. Enter in 0000 (or any dummy account info) then you should see the option to "Use your bank routing and account numbers". Enter in your payment account details manually to receive payments on your invoices and you should be able to delete your bank connection. Essentially what this does is it moves your account from a bank connection through Plaid to a manual connection through your routing numbers.
Hi @BarsinA
I tried following your instructions. I tried to add a new payout account with dummy info (0000). The system doesn't allow that. it gives the following error:
An issue occurred when trying to update your bank account for Payouts. Please try updating your account again. In the meantime, your Wave payments will be sent to your account ending in 967.
How do we delete the Payout account without adding a new payout account? I don't see an option to do that.
@Sadat Thanks for your update. Due to the nature of Payments account and security, this would be best handled by having a dedicated Support Specialist working on this with you, instead of this public forum. If you can send in a Support request and let us know when you've done this, we can make sure that a Specialist can get back to you asap!
@NicoletteB Thanks for your reply. I did send a request to your support specialist. Waiting for some solutions... currently, they have confirmed that they are working on it.
Is there any update to this issue with RBC. Several of my clients have totally lost their connections to RBC -- Canada's Largest Bank. Is there any visibility on a fix to your issues with RBC?
I see a post in May 2020 saying it may take 6-8 weeks to get the issue fixed. Today is August 2 2020. It is 8 weeks now. What is the status on this issue?
Hi there @SunnyB , thanks for reaching out. I can confirm that generally, the overarching issues with the RBC integration are resolved, though as with all banks, there may be specific cases where a unique account is having an issue. If your account is having issues, I would recommend submitting a request to our Support team, where a dedicated agent can look into your unique account more closely with you.
I'm new to Wave. And I'm trying to set up my account by connecting to my RBC business account. I got this "Something went wrong" error message when trying to connect to RBC today. Then a quick search found it's been broken a while. Any update yet?
I don't think this will ever be fixed. Can sign in with personal but not business. Nice little link from rbc to wave on the banking site but this is useless. Solution offered? Manual upload of statments, gee thanks lol. Time to find a new product I suppose, although they say it is an RBC issue.
Typically what happens is that your bank may make some major updates to their website or their back end API. When this happens our third party banking aggregator, Plaid, loses the connection and may need to establish a new one. You can imagine with thousands of banks making these updates our third party aggregator has a bit of a difficult time keeping up.
We have already sent Plaid the need for an update with this institution, and are waiting on this to be fixed.
RBC has made some major security updates and to be completely honest the current state is not looking good right now.
At this present time I apologize I don't have an ETA for when that will be and we are of course just as upset by this outage as you.
Comments
Thanks for the update. Very much appreciated. Can you tell me if we will be able to sit and just let it do its things once the fix is applied to our accounts? Or, will we need to do some manual importing?
Has anyone dealing with multiple currencies/accounts actually have one account switch currencies. I did, so now I have to delete old transactions and re import transactions manually.
Thanks for the update, it seems to work now for checking accounts but there still is no way to import credit card statements. It used to work in the previous importer. Can you please advise on this?
Hi all, thanks for reaching out! Because we are unable to troubleshoot individual bank connection issues in the Community space here, we recommend submitting a ticket with our Support team through our site! The RBC connection should be up and running but it may take a few days for transactions to resume importing correctly.
This is great, my RBC connections resumed after I reentered my credentials.
I now have three months worth of duplicate transactions on my Transactions page!
What can be done about this? I assumed there would be a function to merge or review duplicates but I was not offered any option to do so, and now there are hundreds of transactions. Please tell me what I can do about this. Manually merging them individually would be absurd, and the Transactions I manually uploaded from my bank statements have already been applied to invoices so deleting them is not an option.
Thank you for any guidance.
@Roc We don't have a bulk merge option (since each merge would be specific) but you can do bulk deletes by selecting the box to the transaction you want to delete and then pressing the Delete button. I would make the most of your filters on the Transactions page so filtering for the 3 month period, specific accounts or categories etc. so that you make most of the bulk delete option and the Select all button. Another option is to do a monthly reconciliation on your RBC accounts which may make it easier to see the duplicates and selecting them.
Same here since this year. waiting for 5 months.
Hey there @johnkimhvac
My apologies you're experiencing a known issue we've been having with RBC. Have you tried deleting your connection entirely and trying to reconnect? If you do this, be sure that you may need to edit the date of your transactions to the last successful one for that account so that you don't import duplicates. Let us know if this works for you.
Wave is not able to connect/import transactions from business banking, however the connections to personal banking continues to work.
Wave (RBC Business accounts) stopped working in multiple companies we manage, as of May 28th, that is when the "Last updated" field disappeared.
Fore personal account at RBC, the "Last updated" field continues to be updated regularly.
Despite efforts to disconnect and re-connect, no connection/imports appear to be happening with RBC business accounts
Is this a known issue ?
Is there any timeline to a fix?
Thank you.
Hey there @Howard Thaw
I see that you've submitted a ticket with us in regards to this bank connection issue! I've asked that our team prioritize this to help you get a better understanding of the issue! You should hear from our team before the end of the day. They may ask a few additional clarifying questions before they escalate to our third party data aggregator. Thanks for your post in the community!
I also have the same problem
Hi @GregC , thanks for your message! If you're having troubles with your bank connection, I recommend starting a ticket with our Support team, where they can investigate your unique account more thoroughly!
I was told by support that the issue has now been identified and confirmed by the data provider and that it may take 6-8 weeks to address? One has to wonder what kind of a data provider needs 6-8 weeks to fix a broken bank connection with Canada's largest bank?
I had such high hopes for switching to Wave Accounting from QuickBooks after 9 years. The User Interface is a much better experience; the estimates and invoice generation produces nicer quality documents. But I continue to have the same issue with connecting my business bank accounts at RBC. I have had two job tickets, and both specialists told me to delete my bank account connections and reconnect them, to absolutely no avail. Where is the transparency? Is this is a short-term fix or a look into what is to come?
Hi @Howard Thaw , thanks for getting back. When a ticket is escalated to our banking partner, it is not the Support agent working on the ticket, but rather the banking partner's engineers, so we truthfully don't have insight into the type or amount of back end work required which would require the issue to take 6-8 weeks to resolve. I assure you that our banking partner works tirelessly to resolve the connection issues we escalate to them. Thanks for your patience as they do so.
Hi @AndrewP , thanks for your message. If the initial troubleshooting provided on your Support tickets hasn't worked, I would suggest replying to the agent to explore more about the issue. The agent(s) you're working with will have the best insight into what the problems on your connection are, and can determine if the issue requires escalation to our banking partner.
Thanks for your response. Support from the Wave Team has and continues to be excellent - and I can say that having been with Wave since it's inception quite a number of years ago.
It is extremely difficult to accept that your banking partner, on the other hand would take 6-8 weeks to resolve a technical issue with Canada's largest bank. If they don't have the resources, then someone should be asking much deeper questions as to their suitability and reliability as a partner.
6-8 weeks - to fix a data connection issue - really ?
Hi, My RBC bank transactions are not working since May 25th, are there new problems with the RBC transaction transfers?
Hi @Howard Thaw , thanks for your kind words about the Support team; I really appreciate it! I can understand how frustrating it must be to hear that an issue will take longer than you'd hoped to resolve, especially a feature which is a part of daily bookkeeping like bank imports.
Given that the engineering fix is not occurring within Wave itself, I don't have deep insights into the type of work that is actually required for this particular fix. While I truthfully can't speak to why it would take 6-8 weeks to resolve, I trust that our banking partner is providing a timeline that is reasonable for the amount and type of work that is required for this particular issue. Our banking partner is very well resourced, and frequently resolves smaller connection issues within days for us. In this case, it seems that the issue is large enough to require this more comprehensive timeline to ensure that the work is done for long term impact and resilience. Thanks for your patience as our banking partner works to resolve this for us.
Hey @Sadat! Sorry to hear that! It looks like there is a slightly elevated failure rate for transactions importing from RBC at present. In order to investigate this more thoroughly, I'd recommend reaching out directly to our support team, so they can give your specific case a further look!
@ConnorM , Yes I did... and waiting for their reply.
Another thing I tried before contacting the support team is to delete all my RBC accounts and reconnect. Unfortunately, the system doesn't allow me to delete the accounts with this error message: "RBC Royal Bank can't be deleted because one of its accounts receives your payouts"
Hey @Sadat
If you're having troubles connecting your account to accept payouts there is a manual way to do this. Head to Settings (bottom left corner) > Payouts > Here you should be able to update your bank credentials. Enter in 0000 (or any dummy account info) then you should see the option to "Use your bank routing and account numbers". Enter in your payment account details manually to receive payments on your invoices and you should be able to delete your bank connection. Essentially what this does is it moves your account from a bank connection through Plaid to a manual connection through your routing numbers.
Hi @BarsinA
I tried following your instructions. I tried to add a new payout account with dummy info (0000). The system doesn't allow that. it gives the following error:
An issue occurred when trying to update your bank account for Payouts. Please try updating your account again. In the meantime, your Wave payments will be sent to your account ending in 967.
How do we delete the Payout account without adding a new payout account? I don't see an option to do that.
@Sadat Thanks for your update. Due to the nature of Payments account and security, this would be best handled by having a dedicated Support Specialist working on this with you, instead of this public forum. If you can send in a Support request and let us know when you've done this, we can make sure that a Specialist can get back to you asap!
@NicoletteB Thanks for your reply. I did send a request to your support specialist. Waiting for some solutions... currently, they have confirmed that they are working on it.
Is there any update to this issue with RBC. Several of my clients have totally lost their connections to RBC -- Canada's Largest Bank. Is there any visibility on a fix to your issues with RBC?
I see a post in May 2020 saying it may take 6-8 weeks to get the issue fixed. Today is August 2 2020. It is 8 weeks now. What is the status on this issue?
Hi there @SunnyB , thanks for reaching out. I can confirm that generally, the overarching issues with the RBC integration are resolved, though as with all banks, there may be specific cases where a unique account is having an issue. If your account is having issues, I would recommend submitting a request to our Support team, where a dedicated agent can look into your unique account more closely with you.
I'm new to Wave. And I'm trying to set up my account by connecting to my RBC business account. I got this "Something went wrong" error message when trying to connect to RBC today. Then a quick search found it's been broken a while. Any update yet?
I don't think this will ever be fixed. Can sign in with personal but not business. Nice little link from rbc to wave on the banking site but this is useless. Solution offered? Manual upload of statments, gee thanks lol. Time to find a new product I suppose, although they say it is an RBC issue.
Hi @Tony_C
Typically what happens is that your bank may make some major updates to their website or their back end API. When this happens our third party banking aggregator, Plaid, loses the connection and may need to establish a new one. You can imagine with thousands of banks making these updates our third party aggregator has a bit of a difficult time keeping up.
We have already sent Plaid the need for an update with this institution, and are waiting on this to be fixed.
RBC has made some major security updates and to be completely honest the current state is not looking good right now.
At this present time I apologize I don't have an ETA for when that will be and we are of course just as upset by this outage as you.
Hoping this that it will resolve itself soon.
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