Reconnecting a Disconnected Account

When your bank requires re-authentication, you’ll see “Action Required” or “Login Required.” Here’s how to reconnect.

Why Accounts Disconnect

Common reasons:

• Bank security policies - Required periodic re-auth
• Password changed - At your bank
• Inactivity - Haven’t logged into bank recently
• Bank updates - System maintenance
• Security review - Bank flagged the connection

Note: This is normal and expected, especially with security-focused banks like Chase and Navy Federal.

How to Reconnect

Step 1: Identify Disconnected Account

Look for indicators:

• Red error icon on Accounts tab
• “Action Required” message
• “Login Required” status
• Account balance not updating

Step 2: Open Account Detail Page

Tap the disconnected account to open the account detail page (shown in screenshot above).

Step 3: Start Reconnection

From the account detail page, look for the “Re-Connect” button (shown in screenshot above) and tap it to start the reconnection process.

Step 4: Re-authenticate with Plaid

You’ll be taken to Plaid’s secure authentication interface:

1. Log in with banking credentials
2. Complete any 2FA (text, email, app)
3. Confirm account selection
4. Click “Continue”

Step 4: Verification

• You’ll return to Balance
• Connection status changes to “Connected”
• Transactions begin syncing again
• Balance updates

Platform-Specific Steps

Mobile App

iOS:

1. Go to Accounts tab
2. Tap account with red indicator
3. Tap “Reconnect”
4. Safari opens for authentication
5. Complete login
6. Automatically returns to Balance

Android:

1. Go to Accounts tab
2. Tap account with error
3. Tap “Reconnect”
4. Browser opens
5. Complete login
6. Return to Balance

Web

1. Click disconnected account
2. Click “Reconnect” button
3. Popup window opens
4. Complete authentication
5. Close popup
6. Refresh page

Troubleshooting Reconnection

“Invalid Credentials”

Solution:

1. Log into bank’s website directly first
2. Verify username and password work
3. Try reconnecting again

Reconnection Keeps Failing

Steps:

1. Check bank’s website is working
2. Wait 15-30 minutes
3. Try from different device
4. Clear app cache/cookies
5. Contact support if persistent

Account Reconnects But Shows Error Again

Possible causes:

• Bank requires very frequent re-auth
• Security settings on bank account
• Try web version first, then mobile

Banks That Require Frequent Reconnection

Expected Behavior

Some banks require reconnection more often:

Every 30-90 days:

• Chase
• Navy Federal
• Some credit unions

Rarely:

• Capital One (uses OAuth)
• Ally Bank
• Most other major banks

This is normal - it’s your bank’s security policy, not a Balance issue.

Prevention Tips

Reduce Disconnections

While you can’t eliminate re-authentication:

Do:

• ✅ Respond to reconnection prompts quickly
• ✅ Log into your bank regularly
• ✅ Keep banking passwords unchanged if possible
• ✅ Use Balance regularly

Avoid:

• ❌ Ignoring “Action Required” for weeks
• ❌ Frequent banking password changes
• ❌ Long periods of inactivity

Set Reminders

If your bank disconnects regularly:

• Set calendar reminder
• Reconnect proactively
• Check weekly for issues

What Happens While Disconnected

During Disconnection

Still works:

• ✅ View historical transactions
• ✅ See last known balance
• ✅ Use budgeting features
• ✅ Categorize existing transactions

Doesn’t work:

• ❌ New transactions won’t sync
• ❌ Balance won’t update
• ❌ Account status shows error

After Reconnection

• All missed transactions sync
• Balance updates to current
• Everything returns to normal
• No data is lost

Multiple Disconnected Accounts

If several accounts need reconnection:

1. Reconnect them one at a time
2. Start with most important
3. Complete each fully before next
4. All will sync after reconnection

Getting Help

When to Contact Support

Contact us if:

• Can’t reconnect after 3 attempts
• Error persists for 24+ hours
• Reconnection immediately fails again
• Need help with specific bank

Email support@balancebudget.app with:

• Bank name
• Error message
• Steps you’ve tried
• Screenshots (helpful)

Next Steps

• Troubleshooting
• Managing Accounts
• Security & Privacy