Once we receive a response from the provider regarding a feed activation request, Class automatically updates the screen to reflect this. This article contains details of the responses.
Data Feed Provider Responses
| Authority Response | Description | What to do |
| OK | The feed is now active. | n/a |
| Activated by provider | The feed is now active, but there are no active transactions. | None, however in the event that the feed has this status for longer than 10 business days please contact Class support to escalate this to the Feeds team. |
| Invalid Signature |
This can be due to:
|
For the first reason the account holder(s) needs to visit the nearest branch with the ID and Authority Form to verify the signature. For the second reason please refer to the feed user guide and use one of the supported digital signature formats (where applicable). For the third reason please arrange for the client to sign using wet-ink signature. Our providers are able to detect digital inserts and will reject the feed request on that basis. |
| Incorrect BSB |
The BSB showing on the Authority Form is not correct. |
Check the most recent bank statement and update the account details in Class. Then follow the Authority Process for the feed. |
| Incorrect Account Number |
This can be due to either:
|
|
| Incorrect Account Name |
The account name on the form does not match the one the provider has on the file.
|
Check the most recent bank statement and update this in Class. Then follow the Authority Process of the feed. |
| Account Closed |
The account has closed, and a feed is not available. |
n/a |
| Account Type Not Supported | There is no feed available for this account type. BSBs not supported | Contact the provider for more details. |
| Incorrect Form | The form submitted is incorrect or is an older version of the authority form. | Choose the correct product and generate a new authority form using the Generate button on the relevant feed page. |
| Incomplete Form | The required information or sections on the form has not been completed, e.g. missing signature(s), date or the account number. |
|
| Rejected Other | The reason for the reject is more complex and is not explainable using the other statuses. | The Feeds team will send an email explaining the reason the provider rejected the feed. The action required would depend on the information provided. This email is sent to the last user who updated the feed. |
| Awaiting Signature Verification | The provider is still waiting for the branch to verify the signatures. | The Feeds team will send an email explaining the reason the provider rejected the feed. The action required would depend on the information provided. |
| Pending Other | The request is on hold as the provider is still waiting for further information, e.g. signature verification. | As this is a pending status, there is no action required yet. The Feeds team will send an email containing further instructions. |
| Waiting for verification |
The request is on hold as the provider is still waiting for further information, e.g. signature verification.
|
As this is a pending status, there is no action required yet. The Feeds team will send an email containing further instructions. |
| Form Outdated |
The reason for the rejection is due to the signed dated on the authority form exceeding the acceptance window of the feed provider. |
You will need to generate and arrange to sign the new authority form. Don't forget to set the status to Waiting on Provider. |
| Client Follow-Up At Bank Required |
The provider has reached out to Class and advised the Trustee will need to attend the bank to verify their identity or their signature. |
Contact the Account Holder(s) and ask them to visit their local bank branch and to verify their identity or signature. You may also be emailed separately by the Feeds team with separate instructions and/or a reference number that may need to be quoted. Once the Account Holder(s) have verified their details, set the feed status to Waiting on Provider. |
| Wet-Ink Signature Required |
The authority form was signed using digital or electronic signature in the case where the feed provider does not accept them. |
You will need to arrange for the signing of a new authority form with the wet-ink signature from the Account Holder(s). Once the form is signed you can upload it back into Class and set the status to Waiting on Provider. |
| PDF Form Required |
The authority form was uploaded with a filetype other than PDF. Feed providers will only accept PDF-format authority forms. |
You can scan the authority form and save as a PDF or convert the existing document into a PDF type before uploading into Class and setting the status to Waiting on Provider. Please note the size of the PDF should be under 4MB. |
| Low Quality Form |
The authority form was uploaded at a quality where the details are not legible. |
You will need to scan the authority form at a higher resolution (but with file size lower than 4MB) before uploading into Class and setting the status to Waiting on Provider. |