Synchronization is the act of collecting the most recent balances and transactions from your bank account. 
Ponto triggers the synchronization of your bank account data at different moments, in compliance with PSD2 regulatory technical standards (PSD2 RTS):

• When you link a bank account to Ponto.
• When you reauthorize your bank account.
• When you refresh your bank account information in Ponto.
• When you log into your Ponto dashboard.
• Four times a day in the background (every six hours starting at 2 a.m., 8 a.m., 2 p.m., 8 p.m.).
• When you trigger synchronizations directly from your software.

This can occur when your bank account authorization has expired. You should log into Ponto and check the status of the bank account in question. If necessary, click to reauthorize your account. You can also initiate the reauthorization directly from your software if your software supports this feature. 

This can also occur when there is a technical issue with the bank interface. If the reauthorization does not work, you can contact us.

Ponto does not alter the data sent by your bank. Some banks do not provide important data like counterparty details or the end-to-end id. Some banks sometimes modify the content of the remittance information in your transactions, compared to what you can observe on their direct channels. The rule of thumb is that your bank should ensure that the quality of the data they expose through their PSD2 channel is at least as good as the quality of data exposed through their direct channels.

If you observe a significant difference in the content of your transactions in Ponto compared to the content of your transactions on the bank’s direct channel, please send us some evidence (screenshots) through our contact form.

If you receive a clear error message in the bank domain after authenticating with your bank (e.g., “There is no account linked to this profile” or “The authorization server encountered an error”), please contact your bank, we will not be able to solve this kind of issue. Use this information to inform your bank. You can also try another authentication method or ask someone else who has access to the same bank account to try with their own credentials.

If Ponto displays an “Account access denied” message during the authorization process with your bank, you can first try to solve the problem yourself to gain some time, by trying another authentication method or by asking someone else who has access to the same bank account to try with their own credentials. Read more about the type of accounts that can be linked to Ponto through the PSD2 interface of your bank.

You must be sure that you have the necessary rights on this bank account to link it to a third party through the PSD2 channel of your bank (especially in case you only have a read-only mandate on the account). If you are not sure, please check with your bank first (read more about how to approach your bank to notify a problem with their PSD2 channel).

If you happen to contact our support team, please first review the following points carefully and include the relevant answers in your message:

• What happens when you authenticate with the bank?
• Do you receive an error?
• Can you select your bank accounts in the bank domain?
• What method do you use to authenticate?
• And using the same method, can you access this account via the bank’s direct channels?
• Is it really a current account, or another type of account like savings or credit card?

Please do not forget to attach screenshots of the authorization process with the bank, to speed up the analysis of your case by our support team. Contact support. 

If you do not see your bank account in the list of bank accounts displayed by your bank during the authorization process, please contact your bank since we will not be able to solve this kind of issue. Most of the time, this issue occurs when there is a problem with your banking profile (no power of attorney on the account in a PSD2 context, wrong configuration of your banking profile), or when the account you are trying to link is not a payment account. Use this information to inform your bank when you contact them.

If you receive a synchronization error in Ponto or in your software, wait for a couple of hours since synchronization errors can be temporary (technical issue at the bank for example, or maintenance). Most of the time the error will disappear. If the problem persists you can try to reauthorize your bank account.

If you encounter regular interruptions of the synchronization of your transactions in your software for several bank accounts from the same bank, you might be the victim of a problem of concurrent authorizations. This problem mostly occurs when you have several Ponto organizations, and you have accounts from the same bank linked to these organizations. Moreover, these bank accounts are reauthorized by the same banking profile (same credentials are used).

If you have the impression that each time you reauthorize the account in one organization, it expires the authorization in the other organization, it probably indicates that the bank does not support concurrent authorizations for the same banking profile. To solve that, you can try to regroup your bank accounts in the same organization, or use different credentials (e.g., from a colleague) to authorize the bank accounts in the different organizations. 

Note that this problem can also arise if you authorize bank accounts with the same bank in several groups within the same organization.

You can also contact your bank and ask them if they can do something to support concurrent authorizations (several links with the same PSD2 third party provider for a same banking profile) through their PSD2 channel.

Because this is a legal requirement in the regulatory technical standards accompanying the PSD2 regulation (the so-called PSD2 RTS). Most of the banks currently sustain their authorization for 180 days.

Note that in case of technical incident in the bank domain, your authorization might be expired by the bank. We have no control over this kind of issue. If your bank account authorization frequently expires unexpectedly, please read this article about concurrent authorizations and contact our support if necessary.

We will start sending you reminder emails 15 days before the expiration of your bank account authorization. The estimated authorization expiration date is also visible on your Ponto dashboard. Please make sure to check your spams to not miss our notification emails.

When Ponto synchronizes your bank accounts , Ponto goes back up to four days in the past to look for possible new transactions amongst the already collected transactions, based on the execution date of the transactions. If for whatever reason (technical issues, investigations), your bank inserts a transaction in your list more than four days after its execution, this transaction is outside of Ponto’s reach and Ponto will not be able to fetch this transaction.

In that case you must create the transaction manually in your software.

Some banks update their transactions during the booking process, for example to enrich the counterparty details or the remittance information. If the bank significantly updates the content of a transaction without providing a unique transaction identifier to Ponto, Ponto may consider that the updated transaction is a new transaction, and Ponto will create a duplicate in your transactions list.

In that case you must delete the transaction manually in your software.

You can see the full list here: https://myponto.com/en/reach.

The PSD2 regulation refers to “payment accounts that can be accessed online”. All checking accounts normally fall into that category (including multi-currency accounts) if they are covered by an e-banking/mobile-banking subscription with a bank. Other kinds of accounts like savings accounts are not covered by PSD2 because they are usually not payment accounts. Credit cards accounts are only available in a few banks and countries.

It depends on what is offered by your bank. Some banks offer barely 90 days of transactions history when you link a bank account to Ponto for the first time. Other banks offer up to 2 years of data.

It indicates that the technical connection with your bank is set up properly and that we can trigger an authorization flow to link your bank account. However, because we have not been able to open an account with this bank, there might be hiccups in the bank interface, which we have not encountered during our tests. Customers will help us discover these issues and in return, we do not charge our customers for the use of experimental connectors. You will start paying for this connector the month after we marked it as stable in Ponto, and we notified you by e-mail.

That is probably because Ponto is the name of a product. Ponto is a product of Isabel NV/SA, which is an authorized payment institution (AISP & PISP) under PSD2. Ponto is regulated product by the National Bank of Belgium. You can refer to our legal information for additional information. You can use this information to inform your bank.

Depending on the bank, you might see a list of pending transactions above your list of booked transactions, in Ponto. This feature gives you visibility on transactions that have not been entirely processed by the bank yet, but that are already impacting on the available balance of your account (positively or negatively). The pending transactions are displayed for information purposes and are not relevant to your bookkeeping. However, your software may be designed to fetch these transactions as well. After processing by the bank, a pending transaction is eventually moved to your list of booked transactions.