Bank Connection Troubleshooting

Having trouble connecting or maintaining your bank connection? This guide covers common issues and solutions.

Common Error Messages

“Invalid Credentials”

Meaning: Your username or password is incorrect.

Solutions:

1. Log into your bank’s website/app directly to verify credentials
2. Check for typos, caps lock, or extra spaces
3. Reset your banking password if forgotten
4. Try again with confirmed credentials

“Action Required” or “Login Required”

Meaning: Your bank connection needs re-authentication.

Solutions:

1. Tap the account with the error
2. Click “Reconnect”
3. Log in again with your credentials
4. Complete any security verification

Why this happens:

• Bank security policies (common with Chase, Navy Federal)
• Password changes
• Extended inactivity
• Bank system updates

“Institution Not Responding”

Meaning: Your bank’s system is temporarily unavailable.

Solutions:

1. Wait 15-30 minutes and try again
2. Check if your bank’s website is working
3. Try during off-peak hours (avoid early morning/end of day)
4. Contact support if it persists for 24+ hours

“Connection Timed Out”

Meaning: The connection process took too long.

Solutions:

1. Check your internet connection
2. Close other apps/tabs
3. Try from a different device
4. Retry during off-peak hours

Connection Issues by Type

Can’t Find My Bank

Problem: Bank doesn’t appear in search results.

Solutions:

1. Try different name variations
2. Search for parent company
3. Include location for credit unions
4. Check Supported Banks
5. Request your bank to be added

Connection Keeps Failing

Problem: Repeated connection failures.

Troubleshooting Steps:

1. Verify credentials work on bank’s website
2. Clear browser cache (web) or app cache (mobile)
3. Try from different device
4. Check for bank maintenance windows
5. Wait 24 hours and retry
6. Contact support with error details

Accounts Not Syncing

Problem: Transactions aren’t updating.

Solutions:

1. Pull down to manually refresh
2. Check account connection status
3. Reconnect the account if needed
4. Verify transactions appear in online banking
5. Wait up to 24 hours for sync

Wrong Balance Showing

Problem: Account balance doesn’t match bank.

Check These:

1. Pending transactions (not yet included)
2. Recent transactions (may take hours to sync)
3. Multiple accounts with similar names
4. Hidden/archived accounts
5. Check bank’s website for actual balance

Platform-Specific Issues

Mobile App Issues

iOS Problems:

• Update to latest iOS version
• Update Balance app
• Restart device
• Delete and reinstall app (data is saved in cloud)

Android Problems:

• Clear app cache: Settings > Apps > Balance > Clear Cache
• Update Balance app
• Check internet permissions
• Restart device

Web Browser Issues

Common Fixes:

1. Clear cookies and cache
2. Try incognito/private mode
3. Try different browser (Chrome, Safari, Firefox)
4. Disable ad blockers temporarily
5. Allow popups for Balance

Bank-Specific Issues

Chase

• Often requires re-authentication every 30-90 days
• Use OAuth connection when available
• Keep banking app updated
• Normal security behavior

Navy Federal

• Frequent re-authentication required
• Bank security policy
• Reconnect when prompted
• Cannot be avoided

Capital One

• Uses OAuth (more secure)
• Rarely needs re-authentication
• If issues, try web version first
• Then sync to mobile

Wells Fargo

• May have longer sync delays
• Check security settings on Wells Fargo account
• Ensure Balance is approved in security center

Credit Unions

• May require exact official name
• Syncing can be slower (12-24 hours)
• Some require micro-deposit verification
• Check Supported Banks

Security-Related Issues

Two-Factor Authentication Problems

If you can’t receive codes:

1. Check phone number/email on file with bank
2. Try alternate verification method
3. Update contact info with bank
4. Use bank app authentication if available

Security Questions

If you can’t remember answers:

1. Try common variations
2. Check saved passwords/notes
3. Contact your bank to reset
4. Update for future use

Account Locked

If your bank locks your account:

1. This is a bank security measure
2. Contact your bank directly
3. Verify your identity with them
4. They’ll unlock your account
5. Then reconnect in Balance

Sync Timing Issues

How Long Should Syncing Take?

Initial Connection:

• 2-5 minutes for first sync
• Up to 90 days of history
• May take longer for many accounts

Daily Syncs:

• Automatic 1-2 times per day
• New transactions within 2-24 hours
• Varies by bank

Forcing a Manual Sync

Mobile:

1. Go to Transactions tab
2. Pull down and release
3. “Checking for new transactions…”
4. Wait 10-30 seconds

Web:

1. Click refresh icon
2. Or refresh browser page
3. Wait for sync to complete

When to Contact Support

Contact support@balancebudget.app if:

• Connection fails for 3+ consecutive attempts
• Same error persists for 24+ hours
• Account syncs but shows wrong data
• You’ve tried all troubleshooting steps
• Need to report a bug

Include in your message:

• Bank name
• Error message (exact wording)
• Screenshot (if possible)
• Steps you’ve tried
• Device type (iPhone, Android, Web)

Prevention Tips

Maintain Healthy Connections

Do:

• ✅ Keep banking credentials updated
• ✅ Respond to reconnection prompts quickly
• ✅ Use the app regularly
• ✅ Allow notifications for account issues

Avoid:

• ❌ Changing banking password without updating Balance
• ❌ Ignoring “Action Required” messages
• ❌ Not using Balance for extended periods
• ❌ Connecting from untrusted networks

Best Practices

1. Monthly Check: Review all connected accounts
2. Reconnect Promptly: Don’t delay when asked
3. Keep Updated: Latest app version
4. Stable Internet: Use reliable connection
5. Monitor Balances: Catch issues early

Next Steps

After resolving connection issues:

1. Reconnecting Accounts - Learn the reconnection process
2. Managing Accounts - Account management
3. Security & Privacy - How your data is protected

Still having issues? Contact our support team - we’re here to help!