Users are unable to see the Direct ID widget:
If the user is unable to see the widget on the verification page, it may mean that the browser that is being used is blocking javascript. This can be enforced by the IT department of your company or this can be resolved by the following:

  • Accessing the verification page using a different network,
  • Using a different web browser,
  • Arranging with the IT department that the javascript is enabled.

Direct ID connection – log in:
As banks often require new passwords, first quickly check if you can sign into your online banking. Then you will know for sure that your username, password, or any other security informations are correct.
Some banks are not allowing multiple logins into the same account, via different means. So you might need to log out from your online banking on all devices, wait a couple of minutes and retry the process in Rydoo.

Login not successful:
Make sure the user is connected with the correct bank / credit card. The widget mentions the link of the online banking the bank is connected to, this might help to find the correct bank.

Login successful – but no transaction:
Make sure you add your credit or debit card as a payment method in your Rydoo user settings. Only then we will be able to import the transactions and link them to the correct payment method (by checking the last 4 digits).

Did the above? Contact support@rydoo.com if your transactions are not uploaded the day after a successful connection with Direct ID.

Expenses stopped importing:
If your data feed was working correctly but later stopped importing transactions, you might need to reconnect to your bank. This can be caused by securities some banks are using, it may happen each month or each week - depending on your banks policies.

Account locked:
Banks can lock your account after multiple login attempts. If this happens, just contact your bank or reset your password via your online banking.

Transactions are available in online banking, but not in Rydoo:
Banks often already display pending transactions on their website. They will not be available in our tool yet because the status can still change. This delay can be up to 3 days or more.

Expense date and transaction date are different:
The transaction date can be different from the expense date because the banks provide us the post date of the expense. This post date is the date the money was officially transferred. The difference between expense and transaction date is mostly 1 day, but can be up to 5 days. If you notice longer delays, please contact support@rydoo.com.

No credit cards or bank accounts found:
This can be due to the bank/credit card selected. Make sure you select the correct option in the Direct ID widget. In the widget you will see the URL of the bank, that needs to be the same as your online banking.

Corporate card import:
Corporate cards can be imported using the data feed. The master account holder can connect all individual cards at once. This can be done via the ‘Finance role’ but the connection needs to be requested first. So please contact support@rydoo.com to get this activated for you.


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