Bank Feed Disconnected Statement Request Workflow

When a bank feed disconnects, first identify the last successful sync date and exact missing period in the accounting system. Then request the official statement for the specific client and account, review the upload for account, period, access, and visible completeness signals, request a replacement when needed, and hand the usable file to the bookkeeping workflow. CollectCue manages the request, upload, review, and reupload layer—not bank connection, transaction import, or reconciliation.

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Copy-ready bank feed gap workflow

Bank feed disconnected statement request workflow

Copy this workflow for one client, account, and missing period. It organizes the document request and review steps after the accounting system identifies a gap; it does not manage the bank connection or reconciliation.

1. Confirm the bank feed gap

Use the accounting system to identify the last successful sync date and the date range that is actually missing. CollectCue does not inspect, connect, or reconnect the feed.

Record the bank or financial institution, account name, and masked last four digits.
Record the last successfully synced transaction date shown by the accounting system.
Set the missing period start and missing period end before asking the client for a file.
Keep the requested document period separate from any later transaction-import or reconciliation decision.

2. Define the request context

Create one specific requested item for the client, account, and missing period so the request does not become a broad request for every statement.

Name the client and bookkeeping period.
Name the bank or financial institution and the requested account.
Include the account name or last four digits, not a full account number.
State the exact missing date range, requested document, due date, and internal handoff owner.

3. Request the source statement

Request the source document that matches the gap. An official bank statement PDF is usually the clearest request; ask for a CSV transaction export only when the external accounting workflow actually needs it.

Ask for the official statement that covers the missing period for the named account.
Use the request-specific upload link for the matching requested item.
Current public uploads accept PDF, DOCX, XLSX, CSV, JPEG, or PNG files up to 25 MB each.
Do not ask the client to upload QBO, QFX, OFX, XLS, ZIP, HEIC, or WebP files through CollectCue.

4. Review the uploaded file

Staff review the file against the request context before deciding whether the requested item can move forward.

Confirm the client, financial institution, account name or last four digits, and requested period.
Open the file and check visible readability, page sequence signals, and whether transaction pages are present.
Check whether the file is password protected, incomplete, duplicated, the wrong account, or the wrong period.
Treat page counts, visible dates, and balances as manual review signals, not proof of statement authenticity or completeness.

5. Handle exceptions and reuploads

Keep a rejected item connected to its replacement request. A replacement is reviewed as a new uploaded file before the item is marked received.

Use the specific issue: wrong account, wrong period, missing pages, cannot open, password prompt, incomplete statement, duplicate, unclear replacement, or wrong document.
Keep the requested item in the actual rejected-needs-reupload path until the client sends a usable replacement through the same item.
Review the replacement independently; an upload is not automatically a received item.
Do not create a duplicate requested item merely to collect the replacement.

6. Prevent overlap after reconnection

When the feed returns, the bookkeeper decides how the statement period, any manual import, and resumed feed dates should be compared.

Keep the missing period and last synced date visible in the handoff note.
Check the restored feed range before importing the same dates manually in another system.
Flag possible overlap or duplicate transactions for the bookkeeper to resolve in the accounting workflow.
Do not treat document upload or review as a duplicate-transaction control.

7. Accounting handoff

After the requested file is usable, hand the statement or CSV to the external accounting workflow with the period and review context intact.

Record whether the requested item is received after staff review or still needs a replacement.
State the file type, period covered, review result, and any overlap note for the accounting handoff.
Let the bookkeeper decide import range, duplicate handling, reconciliation, and accounting treatment outside CollectCue.

A document workflow around a bank-feed gap

This resource bridges the gap between identifying missing transactions in an accounting system and giving the bookkeeper a usable source document. It does not replace either system’s bank-feed or accounting work.

What this workflow covers

A targeted client-period request, requested-item context, client upload, staff review, reupload, status tracking, and a documented handoff to the external accounting workflow.

What this workflow does not decide

It does not reconnect a bank feed, import transactions, determine an import range, eliminate duplicates, reconcile an account, or make an accounting conclusion.

Common failure modes in a bank feed gap request

Keep each issue tied to the request and review workflow so the client gets a specific replacement request while the bookkeeper retains the accounting decision.

Request context mistakes

Requesting the wrong account, wrong month, or the current month instead of the disconnected period.
Naming a broad bank statement request without the account ending, missing start date, missing end date, or due date.
Requesting a CSV export when the handoff actually needs an official statement PDF, or requesting a PDF when the external workflow specifically needs a CSV export.
Treating a statement as proof of a transaction’s business purpose instead of requesting separate support when clarification is needed.

Upload and replacement mistakes

Accepting an account-home screenshot or balance summary instead of a complete statement.
Missing a password prompt, unreadable file, incomplete CSV date range, missing page, duplicate upload, or unclear replacement.
Asking for a replacement through a new item instead of keeping it connected to the original requested item.
Treating uploaded as reviewed or received before staff check the file.

Handoff mistakes after reconnection

Manually importing a date range without checking whether a restored feed now overlaps it.
Assuming the request workflow removes duplicate transactions or performs reconciliation.
Closing the requested item before the final replacement has been reviewed and prepared for the accounting handoff.

Client request and replacement templates

Use neutral, account-specific wording that states the period and next action without attributing the feed gap to the client.

Initial statement request

Subject: Statement needed for [Account name] — [Missing period start] to [Missing period end] Hi [Client], We are filling a gap in the bookkeeping records for [Bank or financial institution], [Account name] ending in [Account last four digits]. The last successfully synced transaction date we have is [Last successfully synced transaction date]. Please upload the official bank statement covering [Missing period start] through [Missing period end] by [Due date]. Requested document: [Requested document] Preferred file format: [Official bank statement PDF / CSV transaction export when requested] Upload link: [Request-specific upload link] Please do not send bank login passwords or other sensitive credentials through normal email. If the requested statement is unavailable, please tell us through the request so we can update the next step. Thank you, [Bookkeeping team / Firm name]

Replacement / reupload request

Subject: Replacement needed for [Account name] — [Missing period start] to [Missing period end] Hi [Client], We reviewed the file uploaded for [Requested document]. The original requested item remains unresolved in the Rejected — needs reupload state because: [Wrong account / Wrong period / Missing pages / Cannot open / Password prompt / Incomplete statement / Duplicate or unclear replacement / Wrong requested document]. Please upload a replacement through the same requested item: [Request-specific upload link] Replacement needed: [Describe the correct account, exact period, complete pages, accessible file, or requested document.] The replacement will be reviewed as a new uploaded file. The item is marked Received only after the replacement passes staff review. Please do not send passwords or sensitive credentials through normal email. Thank you, [Bookkeeping team / Firm name]

Staff review checklist

These are manual file-review signals. They do not automatically verify statement authenticity, completeness, page counts, or accounting treatment.

Correct client and requested item.
Correct bank or financial institution.
Account name or last four digits match the request.
Statement period completely covers the missing period.
The file does not add an unexplained amount of earlier or later period coverage.
File opens and is readable at normal zoom.
No password prompt prevents review.
Visible Page X of Y signals do not show an obvious gap when the statement provides them.
First page, final page, and transaction pages are present when the statement provides them.
Visible date sequence does not show an unexplained discontinuity.
The upload is a complete statement, not only a screenshot or account summary.
The file is not a duplicate of an existing upload for the same item.
The period does not obviously overlap dates already restored through the feed.
A replacement is requested when the file cannot satisfy the item.
The final file is ready for handoff to the external accounting workflow.

Where each part of the workflow happens

Keep connection and accounting decisions in their appropriate systems while CollectCue manages the document request and review layer.

Accounting software / bank connection

Shows bank feed status and the last synced date.
Reconnects the account and imports transactions.
Handles duplicate transactions and reconciliation.

CollectCue

Creates the client-period request and explicit requested item.
Provides the upload link, tracks the item, and receives the file.
Supports staff review, reupload, and review handoff context.

Bookkeeper / accountant

Determines the actual gap and whether PDF or CSV is needed.
Decides import range, overlap handling, and duplicate treatment.
Completes reconciliation and makes accounting decisions.

Uploaded, reviewed, and received are different steps

Use the actual request-item lifecycle to avoid closing the document request too soon.

Uploaded

The client submitted a file. The item can be in the actual uploaded_pending_review state while staff decide whether it satisfies the request.

Reviewed

Reviewed describes the staff decision step, not a separate request-item status. An unsuitable file can move to rejected_needs_reupload.

Received

After staff accepts a usable file, the item can be marked received. That resolves this requested document; it does not perform the downstream accounting work.

What the request and review handoff looks like

CollectCue keeps the requested item, uploaded file, staff review, and reupload decision in one workflow. It is the document-request layer before the statement or CSV moves to the external accounting workflow.

CollectCue does not connect, disconnect, or reconnect bank feeds; log in to client bank accounts; automatically retrieve statements; automatically import bank transactions; import or parse QBO, QFX, or OFX files; perform OCR or AI data extraction; automatically detect missing pages; automatically verify statement authenticity or completeness; automatically categorize transactions or match ledger entries; reconcile accounts; create journal entries; determine accounting, tax, legal, or fraud conclusions; or automatically remove duplicate transactions after a feed reconnects.

Monthly close request review showing files waiting for staff review and accept or reupload actions — The screenshot uses synthetic client and file data. It shows a requested item, uploaded file, staff review context, and the accept-or-reupload decision; it does not show a bank connection, transaction import, or reconciliation.

How to use this workflow

Use the visible steps to keep the bank-feed investigation, document request, review decision, and accounting handoff in their appropriate systems.

1Identify the gap in the accounting systemConfirm the bank feed gap, last successful sync date, and exact missing period before creating a request.
2Create one requested item in CollectCueAdd the client, account context, missing period, requested document, due date, and internal notes.
3Send the request-specific upload linkAsk for the official statement PDF or, when the external workflow needs it, the CSV transaction export.
4Review the uploaded fileCheck client, account, period, access, readability, visible page signals, duplicate risk, and handoff readiness.
5Request a replacement when neededKeep the same item unresolved and state the exact account, period, page, or access problem to correct.
6Confirm the final file matches the gapAfter review, retain the request context and replacement outcome for the handoff.
7Hand the file to bookkeepingGive the external accounting workflow the usable file, period coverage, and any overlap note.
8Check overlap after the feed recoversThe bookkeeper compares restored feed dates with any manual import and resolves duplicates or reconciliation outside CollectCue.
9Complete reconciliation outside CollectCueThe accounting system and bookkeeper handle the final transaction, reconciliation, and accounting decisions.

Bank feed disconnected workflow FAQ

These answers keep the request-and-review workflow separate from feed connection, transaction import, and accounting decisions.

What should I request when a bank feed disconnects?+

First identify the correct account and missing date range in the accounting system. Then request the official statement for that account and period through one requested item. Ask for a CSV export only when the external accounting workflow specifically needs it.

How do I determine the missing statement period?+

Use the accounting system to identify the last successfully synced transaction date and the first date that is missing. The bookkeeper decides the accurate request range; CollectCue records that context in the document request and review workflow.

Should I request a PDF statement or a CSV export?+

Request an official PDF statement when staff need a complete source statement. Request a CSV transaction export only when the external accounting workflow needs it. The bookkeeper decides which source is appropriate for the gap.

Can clients upload QBO, QFX, or OFX files to CollectCue?+

No. Current CollectCue public uploads support PDF, DOCX, XLSX, CSV, JPEG, and PNG files up to 25 MB. QBO, QFX, and OFX may be used by external accounting software, but they are not current CollectCue upload formats.

What should I do with a password-protected statement?+

Keep the requested item unresolved and ask for an accessible replacement or follow the firm’s approved password-handling process. Do not ask clients to send bank login passwords through normal email. CollectCue does not remove passwords.

How can I identify potentially missing statement pages?+

Look for visible page numbers, Page X of Y signals, first and last pages, cut-off transaction tables, and date discontinuities. These are manual review signals only; they do not prove completeness or statement authenticity.

What if the client uploads the wrong account or period?+

Keep the item in the rejected-needs-reupload workflow, state the correct account or period, and ask the client to upload the replacement through the same requested item. Review the replacement before marking the item received.

How do I avoid duplicate transactions after reconnecting the feed?+

Keep the last synced date, missing period, and statement coverage in the handoff note. The bookkeeper then compares restored feed dates with any manual import range and resolves overlap or duplicates in the accounting system.

Does CollectCue reconnect bank feeds or reconcile transactions?+

No. CollectCue manages the document request, client upload, staff review, reupload, and handoff workflow. Bank connections, transaction import, duplicate handling, and reconciliation stay in the accounting system and with the bookkeeper.

Does an uploaded statement mean the request is complete?+

No. Uploaded means a file arrived and can still be waiting for staff review. A file that does not satisfy the requested item can move to rejected-needs-reupload; staff mark the item received only after an acceptable file has been reviewed.

Related resources and product workflow

Use the focused statement and reupload pages for individual file decisions, then use these links for request setup, product workflow, and plan details.

Bank statement submission checklist

Review one statement’s client, account, period, access, readability, and page signals before a staff decision.

Open resource

File rejection and reupload checklist

Write a specific replacement request for a wrong, incomplete, unreadable, or duplicate upload.

Open resource

Transaction clarification request templates

Request factual business context for an individual transaction when a statement alone is not enough.

Open resource

Bookkeeping client document request form

Set client, period, requested item, due date, and review context before sending the request.

Open resource

Client document requests

See the request workflow that keeps client, period, requested items, and status together.

Open resource

Client upload

See the request-specific client upload step for requested document items.

Open resource

Document review

See the staff review layer that follows an uploaded file.

Open resource

CollectCue features

Review the public request, upload, review, and handoff workflow.

Open resource

CollectCue pricing

Review current plan information for the request-and-review workflow.

Open resource

Keep the document gap separate from the accounting decision

Use CollectCue to request the source statement for the right client, account, and period; keep uploads and replacements tied to the requested item; and hand reviewed files to the bookkeeping workflow.

See CollectCue features View pricing