Transactions: troubleshooting

Fixes for common Transactions problems and error messages. For how Transactions works, see Transactions; for step-by-step instructions, see Transactions: how-to.

The panel shows Needs reconnect or Expired

Why it happens: bank access doesn’t last forever. UK banks usually grant 90 days, and some connections ask you to confirm access in COHO every 90 days. Your bank can also withdraw access early, for example after a password change. While a connection is down, no new transactions come in.

How to fix it: open the settings cog and click Reconnect on the connection, or tick the box and click Confirm access if that’s offered. See Reconnect a bank, or confirm access. Afterwards, check for a gap in All transactions and move Sync from back if needed.

Connecting or reconnecting my bank fails

Why it happens:

1. Your browser blocked the window that opens to your bank. COHO shows “There was an issue opening a new window to connect to your bank account.”
2. The login at your bank wasn’t finished, or timed out.
3. Your bank’s open banking service is down. You may see an error such as “Provider unavailable” in the bank’s window, or “Last connection attempt error: …” in COHO.
4. Your bank isn’t supported for open banking through COHO.

How to fix it:

1. Allow pop-ups for COHO, then click Try again in the message.
2. Start again and complete every step at your bank, then return to COHO.
3. If your bank’s service is down, try again later. Other banks you’ve connected keep working. In the meantime, import a CSV file so rent can still be matched.
4. If your bank isn’t in the list, use CSV imports for that account.

A tenant has paid, but I can’t see the payment

Why it happens:

1. Your bank hasn’t released it yet. Banks send transactions in batches, and a payment that’s started but not finished sits under Pending transactions.
2. The connection needs reconnecting, so nothing new is coming in.
3. Reconcile transactions only shows the last 30 days, and All transactions opens on the last 90 days, unmatched only.
4. It was matched already (automatically by a rule), or excluded, or snoozed.
5. It went into an account that isn’t connected, has Synchronise set to No, or is before the account’s Sync from date.

How to fix it:

1. Check Pending transactions. Give it a day; it moves across by itself.
2. Check the panel’s status badge, and reconnect if needed.
3. In All transactions, widen the Date range, set the status to All, search All references for the tenant’s reference, and turn on Show snoozed. Click Filter.
4. Try the Excluded status too. Click Include if it was excluded by mistake.
5. Click Edit on the account in Connected Accounts and check Synchronise and Sync from. Click Check bank feeds (or Get latest) to fetch the latest.

The dashboard shows Unreconciled payments I can’t find

Why it happens: the Unreconciled count includes every transaction that isn’t fully matched, excluded or snoozed, whatever its date. Reconcile transactions only shows the last 30 days, and All transactions opens on the last 90. Older transactions, often from when a bank was first connected, are counted but not shown.

How to fix it: in All transactions, set the Date range back as far as it goes, choose Un-matched/Partially matched, and click Filter. Match the rent ones, and exclude the rest in bulk with Exclude checked transactions.

A payment wasn’t matched automatically

Why it happens:

1. There’s no rule for the tenancy, so COHO only proposes a match and waits for your OK. Proposals are never recorded by themselves.
2. The rule’s behaviour is Propose match.
3. The description doesn’t fit the rule exactly, for example the bank added extra text, or the payee name is different.
4. The rule was added after the payment arrived. Rules only apply to payments that arrive after them.
5. The tenancy has ended or been cancelled, so the rule doesn’t run.
6. The tenancy has no unpaid rent records for the payment to go to.
7. The tenancy already has a payment for the same amount on the same date, such as one you logged by hand.
8. COHO marked it as a Potential duplicate.
9. The payment is more than 3 months old.

How to fix it:

1. For a proposal, check it and click OK. To stop doing this every month, add a rent match rule with Match closest or Match oldest.
2. Change the rule’s Behaviour.
3. Run the health check, or open the rule and use Preview matches. Starts with often fixes extra text at the end; clearing the payee fixes name differences.
4. Tick the payment in All transactions and click Re-Match checked transactions.
5. Match it by hand with Find tenancy.
6. Check the tenancy’s rent schedule in Rent Collection, then match by hand.
7. Link the transaction to the payment you logged instead of recording it again.
8. Check whether it really is a duplicate. If not, match it by hand.
9. Re-match it, or match it by hand.

A rule matched a payment to the wrong rent

Why it happens: Match closest pays the rent nearest the payment date first; Match oldest pays the oldest unpaid rent first. If the tenant has old arrears, Match oldest puts this month’s payment against them. A rule with a short or general description can also catch someone else’s payment.

How to fix it: undo the match, then match it to the right rent. Change the rule’s behaviour, or make its description more specific and add a Payee. In Rent Collection, Reassociate can re-spread a tenancy’s payments over its rent, oldest first.

“Rule already exists or conflicts with another active rule”

Why it happens: the description overlaps an active rule that already exists, for example the same text, or one starts with the other. This is checked across all tenancies and payees, and includes Ignore rules created with Exclude transaction & create rule.

How to fix it: in Rent match rules, Search… for the text. Edit the existing rule if it’s for the same tenancy, or archive it if it’s no longer needed. Archived rules don’t block new ones. If two tenancies really share a description, make each rule’s description more specific (for example a longer Starts with).

I can’t exclude a transaction

Why it happens: it’s matched, or part matched, to something. COHO lists it under “These transactions could not be excluded:”.

How to fix it: click the row in All transactions, Dissociate or delete what it’s matched to, then exclude it.

I can’t delete a transaction

Why it happens: only excluded, unmatched transactions can be deleted. One linked to a rent payment or financial item can’t be.

How to fix it: remove the match first (Undo a match), exclude it, then click Delete. Usually excluding is enough: excluded transactions are hidden and don’t count.

The OK button is greyed out

Why it happens:

1. You don’t have edit permission for Rent Collection. The proposal says “A rent payment cannot be logged because you do not have rent collection permission.”
2. The payment is more than the amount due on the proposed rent record.

How to fix it:

1. Ask an admin to add Rent Collection (edit) to your role.
2. Click Associate [amount] to match just the amount due, then match the rest, or use Find tenancy to spread it over several rent records.

I can’t find a past tenant in Find tenancy

Why it happens: past and cancelled tenancies only appear if they still have unpaid rent.

How to fix it: if the money isn’t for unpaid rent (for example a former tenant paid by mistake), record it with Create item, or exclude it.

The CSV import fails or brings in the wrong things

Why it happens:

1. The wrong Bank was chosen, so COHO reads the columns wrongly.
2. A date isn’t in a format COHO recognises.
3. A row is missing a date, amount or description.
4. Rows were skipped as duplicates: they’re exactly the same as rows already imported.

How to fix it:

1. Choose the right bank, or pick the Date, Amount and Reference columns yourself, and check the preview.
2. Use UK dates (dd/MM/yyyy).
3. Remove empty rows or fill in the missing values.
4. Nothing to fix: COHO says how many were duplicates. Genuine payments that look identical (same date, amount and reference) are only imported once; add the second by hand in Rent Collection.

Payments show as Potential duplicate

Why it happens: the transaction has the same date, amount, description and payee as one already in COHO, for example when the same payment came in from your bank feed and from a CSV file.

How to fix it: if it’s a real duplicate, exclude it. If it’s a genuine second payment, match it by hand.

Payee names are missing for one bank

Why it happens: some banks don’t send the payer’s name through open banking.

How to fix it: match on the description instead. Don’t add a Payee to rules for that bank’s payments.

A holding deposit or move-in monies payment hasn’t confirmed the onboarding step

Why it happens: the payment hasn’t been matched yet, or was matched to a different rent record.

How to fix it: find it in Reconcile transactions or All transactions, and match it to the holding deposit or move-in monies record on the onboarding’s tenancy. See Onboarding.

Error messages

Message	What it means	What to do
“Rule already exists or conflicts with another active rule”	Another active rule uses an overlapping description	See the entry above
“Transaction description ‘…’ needs to be minimum 5 characters if no payee is provided with it.”	The rule’s description is too short	Use a longer description, or add a payee
“Payee name ‘…’ needs to be minimum 3 characters”	The payee is too short	Use the full payee name
“Can only re-run matching on unassigned transactions”	You ticked a transaction that’s already partly or fully matched	Untick it, or undo its match first
“You cannot ignore …, since it is assigned or partially assigned. First remove the assignments”	The transaction is matched	Undo the match, then exclude it
“Cannot delete transaction item with associated rent payments” / “…with associated financial items”	The transaction is still matched	Undo the match first
“This rent payment has already been attached to a transaction”	The payment is already linked to a bank transaction	Check whether this transaction is a duplicate, and exclude it if so
“This transaction is already fully assigned”	It’s already matched	Nothing to do
“Unable to match to a zero amount due”	The proposed rent record has nothing left to pay	Pick another rent record, or use Find tenancy
“The date ‘…’ is not in a recognised format. Please use dd/MM/yyyy.”	A CSV date can’t be read	Fix the dates in the file
“Line number … has an empty date field” (or amount, or description)	A CSV row is incomplete	Fill in or remove that row
“The import file could not be read correctly”	The file or chosen columns don’t fit	Check the bank and column choices, or re-export the file
“Could not extract amount (monetary value) from input …”	A CSV amount isn’t a number	Fix the amount column
“There was an issue opening a new window to connect to your bank account.”	Your browser blocked the pop-up	Allow pop-ups for COHO and click Try again
“Open Banking terms have not been agreed for this organisation yet…”	Nobody with permission has agreed the terms	Ask someone with Integrations (edit) permission to agree them
“This connection needs you to confirm we can keep reading your bank account.”	The 90-day access check is due	Click Confirm access on the connection
“This connection can no longer access your bank. Reconnect to restore the feed.” / “This bank needs you to reconnect before we can keep reading the account”	Your bank has withdrawn access	Click Reconnect
“You have used all 100 manual refreshes for this month. You can refresh again after [date].”	The account’s manual refresh limit is used up	Wait for automatic fetches, or the date shown
“Transactions cannot be fetched until [date]” / “Connection cannot be refreshed until [date]”	The bank asks COHO to wait before fetching again	Try again after the time shown
“Bank sync failed. We will try again on the next scheduled poll.”	An automatic fetch failed	Nothing to do; COHO tries again. Contact support if it keeps happening
“Please add missing mapping in COHO under Chart of Accounts -> Bank accounts for …”	A matched payment can’t be sent to Xero because the connected account isn’t mapped	Map the account in your Xero settings
“AutoMatching is already running for organisation.”	Matching is already in progress	Wait a few minutes and try again
“You do not have permission to manage transactions for this organisation” (or match, view, integrations)	Your role is missing a permission	Ask an admin; see Who can use it