Resolve issues with bank statement extraction in Hubdoc (USA and Canada)

Overview

  • Resolve error messages received in Hubdoc when extracting bank statement data.

This document is not a PDF

This error shows if the document is not in a valid format. For Hubdoc to extract your data, your file needs to be a PDF statement downloaded directly from your bank’s online banking platform. You can’t use a statement converted from a different format to PDF, an image of a statement, or a scanned or faxed file.

To resolve the error, download a PDF bank statement from your bank’s online banking platform, then upload the document to Hubdoc again.

This file is password protected

The error message This statement could not be extracted. This file is password protected. shows if the document uploaded to Hubdoc is password protected.

To resolve this, you’ll need to remove the password protection from the PDF, then upload the document to Hubdoc again.

This is a secured PDF with restricted access

The error message This statement could not be extracted. This is a secured PDF with restricted access. shows if access to the uploaded document is restricted.

To resolve the error, remove the restrictions from the PDF, then upload the document to Hubdoc again.

This file is corrupt

The error message This statement could not be extracted. This file is corrupt. shows if the document uploaded to Hubdoc is corrupt.

To resolve this, download the statement in PDF format from your bank’s online banking platform, then upload the new version to Hubdoc.

No transactions were found in the statement

The error message This statement could not be extracted. No transactions were found in the statement. shows if the statement didn’t have any transactions for Hubdoc to extract.

First, check that the statement uploaded to Hubdoc contains transactions. If it doesn’t, Hubdoc is not able to use this statement for extraction. If the statement does contain transactions, please download the statement from your bank’s online banking platform again, then upload the new version to Hubdoc.

This statement could not be extracted

If you receive a generic This statement could not be extracted error, check that:

  • The statement is from a supported bank.
  • The document is a debit or credit bank statement.
  • The bank in the Financial Institution field matches the bank statement.
  • The document isn’t a scan or photo of a paper statement.
  • The document contains text.

Hubdoc can extract data from selected statement types from supported banks. If you continue to receive the error after checking the above, or you see the error message This statement type could not be extracted, it might be because the account type for your statement isn’t supported. Let us know by clicking the link below to raise a case with our support team. 

Something’s not quite right on our end

The error message Something’s not quite right on our end shows if there’s an issue on our end affecting bank statement extraction. Please try again in 24 hours.

Review the generated CSV

Sometimes Hubdoc will generate a CSV but notice issues with the extracted data. If you receive a warning about inconsistencies with the amounts or dates that were extracted, you’ll need to check the CSV data is accurate before uploading it to Xero or Quickbooks.

What's next?

Once you’ve resolved the error and extracted your statement data, import the CSV file to Xero (Xero Central website) or Quickbooks (Quickbooks website) to reconcile the transactions.

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Questions? Raise a case on Xero Central. If you don't have a Xero login, click here.