If you see a message in Hubdoc indicating that Hubdoc no longer supports automated fetching from a particular bank/supplier, it means that we have removed that particular bank/supplier from our list of available connections in Hubdoc.
To better understand why the connection has been removed, it helps to understand how Hubdoc’s robots work.
For each website Hubdoc fetches documents from, we have built a special software program called a "robot". This robot securely logs into the website on your behalf. The robot is trained to navigate the website and click the necessary links to find and fetch your documents, just like you would if you logged into the website yourself.
The challenge with our robots is that anytime the website makes a change – even a small adjustment, such as altering the text on a button – our robots can get lost and will be unable to find your documents. Or, if a website introduces new security measures, often our robots are blocked from accessing the account altogether.
You’ve fixed my connections in the past, why can’t this one be fixed?
As a third-party application, Hubdoc does not currently have the ability to work directly with financial institutions to a) anticipate when the financial institution is going to make a change to their web portal, and b) resolve issues related to new security measures, which increases the challenge of repairing robots that fail to work as designed.
In cases where our Development team cannot foresee a resolution (usually due to circumstances that are outside of our control), we will remove the connection until we can confidently ensure that our robot is able to reliably fetch documents.
What happens to my documents?
Documents that have been previously fetched from the bank/supplier connection will remain in your Hubdoc account(s). However, no new documents will be fetched from the connection on a going-forward basis.
It is an unfortunate reality of the nature of fetching technology that a third-party website can make changes that can block Hubdoc from connecting and fetching your documents. We are taking proactive measures to build relationships with certain banks and suppliers so that we can start to work with them directly. Regardless, we understand how frustrating this can be, and sincerely apologize for the inconvenience this may cause to you or your clients.
We encourage you to reach out to email@example.com if you have any further questions about a particular connection.