Troubleshoot a bank connection

Bank connection problems generally occur in one of four stages: selecting the banking environment, redirecting for authorization, returning to Invunion and discovering accounts, or synchronizing transactions. Diagnose the stage before deleting or recreating anything.

Error wording, layout, and controls can change. Do not send bank passwords, provider keys, authorization codes, or other secrets while troubleshooting.

Prerequisites

• Access to the affected tenant and dashboard.
• Permission to view and manage bank connections.
• The approximate date and time of the failed attempt, including time zone.
• For sandbox tests, confirmation that the intended values are SI, Personal, and Mock ASPSP.

Steps

1. Confirm tenant mode. Open the connection dialog. Sandbox should identify test institutions. If the tenant says production and the provider is unavailable, stop: sandbox selections do not fix missing production configuration.

2. Reproduce only once. Start a fresh connection from Invunion. Reusing an old provider tab or bookmarked redirect can carry stale state. Note the first visible error rather than repeatedly retrying.

3. Validate sandbox inputs. Choose SI (Slovenia), account type Personal, and Mock ASPSP. The Mock ASPSP returns different accounts by user type. Business can produce a test account with no sample transactions.

4. Observe the redirect. Confirm that the browser leaves Invunion for the simulated authorization and returns afterward. If it never returns, go back to Invunion and inspect the connection list rather than assuming success.

5. Check the callback result. A successful return shows a connection success message. An error return displays a banking error. Copy the exact customer-safe error text and record the time.

6. Check connection status. An active connection can be manually synchronized. An expired or error connection cannot use the current sync action; create a new authorization instead.

7. Check discovered accounts. Expand or inspect the connection card. If it says that no account was detected, the connection completed without a usable account result. Capture that state before removing it.

8. Check the last-sync timestamp. If an account exists, note whether it says never synchronized or displays a time. On initial connection, Invunion requests transactions from up to the last 90 days.

9. Run one manual sync. On an active connection, select the sync icon and wait until progress stops. Then open Transactions and refresh the view.

10. Distinguish no new data from failure. If the same provider records were already imported, deduplication skips them. A successful sync can therefore add zero rows. In a new sandbox connection with no rows, recheck Personal versus Business.

11. Preserve evidence before disconnecting. Record tenant mode, connection status, bank or account label, last-sync time, attempted action, timestamp, and exact error. Then reconnect or remove the connection only if needed.

Expected result

You identify the failed stage and either restore the sandbox flow, complete a fresh authorization, or collect enough non-secret evidence for support. A working sandbox connection displays an active Mock ASPSP account and its available sample transactions after the initial up-to-90-day request.

Edge cases and troubleshooting

• Institution picker does not load: return to the country and account-type step, confirm the values, and try once more. Record any visible loading error.
• Connection success but no accounts: capture the active/error status and “no account detected” state. A manual sync cannot operate without a discovered account.
• Active connection but zero sample transactions: verify Personal. The Business sandbox path is known to have no sample transactions.
• Manual sync reports an error: keep the connection in place while collecting diagnostics. Removing it can erase useful connection state, though already imported transactions remain.
• Transactions appear twice by amount and date: verify source identity and references before concluding they are duplicates. Exact provider records are deduplicated, but two genuine transactions can share an amount.
• Old transactions are missing: the initial request covers the last 90 days, not unlimited history.
• Status remains active despite missing data: connection authorization and transaction import are separate stages. An active badge alone does not prove that every account synchronized successfully.
• Production bank is not listed: this article does not claim support or availability for any live institution. Escalate with tenant mode and the requested institution details.

Security and sandbox notes

Redact unrelated account numbers, IBANs, customer names, and transaction descriptions from screenshots. Leave enough context (such as the final four characters or a synthetic sandbox label) to distinguish accounts safely.

Mock ASPSP uses synthetic data and simulated consent. Never enter real credentials in it. A sandbox fix does not establish production readiness. No production availability or certification claim should be inferred from this troubleshooting flow.

Next step

If the issue persists, use Contact support with diagnostics. If authorization is simply stale or unusable, follow Reconnect, sync, or disconnect a bank.

Updated 6 August 2026

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