Why Bank Accounts Can Be Missing in GoCardless (And What To Check First)
If you connected your bank and noticed that one account is missing, you are not alone.
In most cases, this is not a sync bug inside MoneyCoach. The account is usually not being returned by the bank API through GoCardless.
Below is a practical explanation of why this happens and what you can do next.
Quick Explanation
GoCardless acts as a bridge between your app and your bank's PSD2 API.
If the bank does not expose a specific account through that API, the account cannot be imported, even when it exists in your bank profile.
5 Common Reasons an Account Is Missing
1) The account is not a payment account
Some banks only return payment/current accounts.
That means certain savings, investment, loan, or credit card accounts may not be exposed through the API.
2) The account has no recent transactions
Some banks hide accounts that have no transactions in the last 180 days.
In certain cases, accounts with no transaction history at all are not returned.
3) Account owner details do not match
GoCardless depends on owner information provided by the bank.
If the consented user's details do not match the account holder details, the account may be filtered out.
This can also affect some joint/co-owned accounts.
4) The account is hidden, closed, or deleted
If the account is closed or hidden on the bank side, it usually will not appear in the API response.
5) The account is not visible in the bank's own online banking
If the account is not shown in your bank's web or mobile banking interface, it generally will not be available through GoCardless either.
Checklist Before You Contact Support
Run this checklist first:
- Confirm the account is active and visible in your bank app/website.
- Confirm the account has recent transaction activity.
- Confirm you connected with the same personal details registered at your bank.
- Reconnect the bank and check again.
If the account is still missing, contact support and include:
- Your bank name
- The missing account type (for example: savings, card, joint account)
- Confirmation that it is visible in your bank's own online banking
Final Note
GoCardless account availability depends on each bank's PSD2 implementation, and behavior can vary from one institution to another.
If you want the full reference used for this guide, see the official GoCardless support article on Missing account.
