Cannot Link Corporate Card Feed! (Bank of America)

Austin Brecht · November 2020

Hey all, has anyone repeatedly encountered this issue?

Whenever our company gets a new corporate credit card user, we struggle to properly link the card account to NXT, in order to then attach a delegate. This is a parent corporate credit account, with individual credit card holders. The Yodlee feed appears to update correctly, we can see the card number, but we never receive the prompt in NXT to 'continue linking', and fully establish the expense management feed!

(Note: We currently have an open support case for this issue that is ongoing.)

Be well!

Chuck Jonas · November 2020

Yes, we are also struggling with linking our credit card and appointing a delegate. The situation is the same, but with a different credit card. Any insight would be appreciated.

Roberta A. Gilbert · November 2020

Welcome to the club! We also use Bank of America for our credit cards. We were one of the early testers of this credit card linking system, and every so often (as in right now), we are still unable to link a new card. I also have a case open to deal with this, but the Yodlee guys are very slow, and we have been having to create some expense invoices manually just to keep the charges recorded. I suspect Bank of America is at least part of the problem, because once, after almost a YEAR of testing and trying to get a card linked, we ended up cancelling and replacing the card at the bank. The new card was fine after that. I haven't a clue what changed, or how the bank sets these up, but sometimes they work fine and sometimes they don't. It is extremely frustrating, after using this system for years, to keep running into the same problems linking cards to our bank.

Sorry I have no solution to offer, but misery loves company, so.... ;-)

Roberta A. Gilbert · December 2020

Most of this has to do with the communication between the bank and the software Yodlee uses to connect the feeds. I've had a longstanding case open (not my first one either) about this. It takes quite a while for the Yodlee programmers to edit and test the code which connects to the bank feeds. Ours seems to be working much better now, and the only thing I've done is some screen shares with someone savvy on this issue from customer support, so that she could see exactly what I see when a card simply won't link. I also gave Yodlee permission to take a backup of our database, to aid in finding a solution. After that, it was a waiting game, but from week to week I did see changes and improvements. But that's no guarantee the next new or replacement card won't run into the same issues.

Austin Brecht · December 2020

What a pain! Is is a bit frustrating to have trouble with this, especially as a key selling point for NXT features! The latest in our case is that, somehow, according to Yodlee, the feed to the new card is connected to the feed of an old card... even though we did not make that determination on our end as users! It is a completely different card, and cardholder. And the old card has been canceled, and feed disconnected, as far as we know. Sigh. It appears that it's definitely a backend issue.

I'm hopeful there will be a break in the case soon! Yours too!

Sylvia Cook · January 2021

We have been struggling for months now with support and have never got our feed connected. We have a corporate account with individual credit card holders within it. I can login to our corporate account and see all card holders activity, as well as admin tasks.

This is getting frustrating.

Sylvia

Elizabeth Perron · January 2021

Hi Sylvia Cook‍,

Your post says you have worked with support for months and are still not getting resolution. If you want to send a private message with the case number to me, I am happy to reach out to customer support. (Click on the little bell in the top right corner of the Community >choose messages >compose > search my name >add me using the + sign.)

Please let me know if this is helpful or if you need something else!

In harmony and inclusion,

Elizabeth

Blackbaud Community Team
https://community.blackbaud.com/community-managers

Austin Brecht · January 2021

The latest update is that, yes, indeed, the new card is somehow connected to the old feed...! This is not ideal - as a workaround, when you edit the name of the card feed, it then updates it systemwide, even on old invoice records for the previous employee/card! Also not ideal for recordkeeping and audit needs.

The rep I'm working with is continuing to research and work with Yodlee & Blackbaud to understand why it's happening and find a better solution and fix!

Jared Hammond · May 2021

Hi Elizabeth -

We, too, have been trying to link our Bank of America corporate credit cards to FE NXT to take advantage of the credit card feature. Our case has been escalated to a Senior Analyst in support who has been trying to get Yodlee to address this. From reaching this thread, it appears that BofA cards may be a particular challenge, but I'm wondering if you've uncovered someone on the Yodlee side who understands what the issues are and can assist.

If anyone else on this thread has suggestions, we'd love to hear it. A month and a half later, and FE recognizes balances on the credit cards but cannot download individual transactions. I would consider moving to the Blackbaud payment card except that BofA is an important relationship for our organization and I won't jeopardize that.

Elizabeth Perron · May 2021

Hi Jared,

It appears you are between two companies with FE in the middle, that's a lot of coding to be matched up. There are some success stories I have seen from BB Community Members so I know it can be done. I am not a product expert, so no advice from me. I can help by connecting you to others with the same issue in the Blackbaud Community.

I searched "Yodlee" on the main Blackbaud Community search page and found these forums that discuss Yodlee, please check them out.

You may get some good tips from their answers.

Or you can private message or @mention with experience to ask for advice. Sylvia Cook‍ and Kim Szalkus‍ stated they were able to get cards connected via Yodlee.

https://community.blackbaud.com/forums/viewtopic/205/54992
https://community.blackbaud.com/forums/viewtopic/205/54823
https://community.blackbaud.com/forums/viewtopic/205/54176

I hope whatever you learn, you'll share it with us.

Elizabeth

Blackbaud Community Team

Austin Brecht · May 2021

Hey all - an update from me. This case was essentially never resolved, has been closed, and we've since move to the Blackbaud Purchase Cards. (We made this choice to close our BofA cards for other reasons, too, though seamless connection to expense management was an absolute must for our systems.) Our experience over the past month with the new purchase cards has been great thus far.

The rep I worked with took many screenshots and screen recordings, and we had a handful of support sessions, though there was no final resolution, other than the work around to "re-activate" an old feed that the new card feed had somehow connected itself to.

Austin

Carmen Hopkins · July 2021

We have had this same exact issue, ongoing since last fall with no resolution from Blackbaud. Has anyone had success yet getting this issue resolved? I read that Austin has moved on with using the card suggested by Blackbaud, but we are in the same boat as some others with not wanting to drop our Bank of America card. We have 2 new cardholders that are unable to use the system because their cards cannot be linked.

Angela Tuttle · February 2024

@Austin Brecht Are you still using the Blackbaud Purchase Cards? If so how many do you have?

Austin Brecht · February 2024

@Angela Tuttle We are! We currently have at least 20 cards in use.

Cannot Link Corporate Card Feed! (Bank of America)

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