Overview
If your Australian bank feed has stopped syncing transactions in Frank, this guide covers the most common causes and how to fix them. Bank feed sync issues typically fall into a few categories: authentication problems, bank-side connectivity issues, or account status changes.
Common Causes of Sync Issues
Before you start troubleshooting, it helps to understand what typically causes ACSISS bank feeds to stop syncing:
1. Your banking credentials have expired or changed
If you've recently changed your online banking password or your bank has prompted you to update your credentials, ACSISS may no longer be able to authenticate and access your account data.
2. Your bank has revoked or expired ACSISS access
Banks periodically require users to re-authorize third-party access for security reasons. ACSISS may have lost permission to access your account.
3. Multi-Factor Authentication (MFA) requirements have changed
If your bank has enabled new or updated MFA settings, ACSISS may not be able to complete the authentication flow.
4. Your account status has changed at the bank
Account closures, freezes, or transitions (e.g., from personal to business) can interrupt syncing.
5. Temporary bank connectivity or service issues
Your bank's CDR infrastructure or ACSISS service may be experiencing temporary outages.
Step-by-Step Troubleshooting
Step 1: Check the Account Status in Frank
Go to the Banking page in your Frank dashboard
Look for the account that has stopped syncing — it may show a warning icon or indicate the last sync time
If you see an error message or warning, note what it says
Step 2: Verify Your Bank Account Access
Log in directly to your bank's online banking portal to confirm:
You can still log in with your current credentials
The account is active and not frozen or closed
Your bank hasn't sent you any alerts about required security updates or re-authorization
Step 3: Check ACSISS Authorization Status
Visit cdrready.com.au and log in with the credentials you use for your bank account:
Confirm that your account still appears in the list of available accounts
Check if ACSISS still shows as authorized for that account
If the account is missing or ACSISS is no longer listed as authorized, you'll need to re-authorize it (see Step 4)
Step 4: Re-Authorize ACSISS in Frank
If the account is missing authorization or if Steps 1-3 didn't resolve the issue, disconnect and reconnect the account in Frank:
Go to Banking in your Frank dashboard
Find the account that isn't syncing and click the three-dot menu next to it
Select Disconnect to remove the account
Once disconnected, click Connect New Account and select ACSISS
Search for and select your bank from the list
Log in with your current online banking credentials when prompted
When asked to authorize ACSISS access, confirm that you want to allow data sharing for the account
Select the account(s) you want to reconnect
Once reconnected, Frank will resume syncing. This process typically takes 10-15 minutes for all recent transactions to appear.
Step 5: Check for Bank-Specific Issues
Some banks have unique requirements or recent changes to their CDR setup. Check ACSISS's bank-specific guidance:
This resource includes troubleshooting tips and known issues for major Australian banks.
Step 6: Wait for Automatic Retry or Force a Manual Sync
If the account has been successfully reconnected:
Frank automatically retries syncing at regular intervals
You can manually trigger a sync by clicking the account name and selecting the refresh/sync icon
Give the sync 5-10 minutes to complete before checking for updates
Additional Checks
MFA and Secure Access: If your bank requires Multi-Factor Authentication, ensure you can complete the MFA process when logging in directly. Some banks require specific MFA methods (SMS, app, email) for CDR access — confirm with your bank which method is supported.
Account Type Changes: If you've recently converted an account (e.g., from personal to business), the account may need to be re-authorized under the new account type. Disconnect and reconnect using the business banking credentials if applicable.
Data Sharing Consent: If your bank sends you a notice asking you to re-consent to data sharing, you must complete that process in your bank's portal before Frank can resume syncing.
Still Not Syncing?
If you've worked through all the steps above and your bank feed still isn't syncing, contact Frank support with the following information:
Your bank name
The account type (personal, business, savings, etc.)
When the sync last worked
Any error messages you've seen in Frank or when logging into your bank
What you see at cdrready.com.au when you log in (a screenshot helps)
Whether you've recently changed your banking password or received any notices from your bank about CDR or data sharing
Our support team can investigate further and determine if there's a bank-specific issue or broader connectivity problem affecting your sync.