Technical FAQ

Technical questions about Balance, device compatibility, and troubleshooting. For more help, contact support.

Device Compatibility

Which devices work with Balance?

Mobile Apps:

• iOS: iPhone and iPad (iOS 14 or later)
• Android: Phones and tablets (Android 10 or later)

Web Browser:

• Any modern browser: Chrome, Firefox, Safari, Edge
• Any OS: Windows, Mac, Linux, Chromebook
• URL: app.balancebudget.app

No device limit! Use Balance on as many devices as you want.

What iOS version do I need?

Minimum: iOS 14.0

Recommended: iOS 17 or later (latest version)

Check your version:

1. Settings > General > About
2. Look for “Software Version”
3. If below iOS 14, need to update

Compatible devices:

• iPhone 8 and newer
• iPad (5th generation and newer)
• iPad Air (3rd generation and newer)
• iPad Pro (all models)
• iPad mini (5th generation and newer)

iOS App Guide →

What Android version do I need?

Minimum: Android 10.0

Recommended: Android 13 or later

Check your version:

1. Settings > About Phone > Android Version
2. If below Android 10, need to update or use web

Compatible devices:

• Most phones from 2019 or newer
• Samsung Galaxy S10 and newer
• Google Pixel 3 and newer
• OnePlus 7 and newer
• Most modern Android devices

Android App Guide →

Does Balance work on iPad?

Yes! Balance works great on iPad:

• Same app as iPhone
• Optimized for larger screen
• All features available
• Portrait and landscape modes
• Split screen and Slide Over supported

Note: Currently uses iPhone layout scaled up. Tablet-optimized UI may come in the future.

Does Balance work on Android tablets?

Yes! Works on Android tablets:

• Same app as Android phones
• Scaled for larger screens
• All features available
• Landscape and portrait modes

Does Balance work on Apple Watch?

Not yet. Apple Watch support is under consideration for future development.

Potential features:

• Quick budget view
• Recent transactions
• Complications
• Add transaction

Want it? Email support@balancebudget.app to vote for this feature!

Does Balance work on Chromebook?

Yes, two ways:

1. Android app (if supported):

• Download from Play Store on Chromebook
• Works like Android tablet
• Touchscreen optimized

2. Web browser (recommended):

• Visit app.balancebudget.app
• Full web experience
• Better for Chromebook keyboard/mouse
• Works on all Chromebooks

Web Browser

Which browsers are supported?

Fully supported:

• ✅ Chrome - Latest 2 versions
• ✅ Firefox - Latest 2 versions
• ✅ Safari - Latest 2 versions (Mac/iOS)
• ✅ Edge - Latest 2 versions

Likely works:

• Brave
• Opera
• Vivaldi
• Other Chromium-based browsers

Not supported:

• ❌ Internet Explorer (all versions)
• ❌ Very old browser versions (5+ years old)

Requirements:

• JavaScript enabled
• Cookies enabled
• HTTPS support (automatic)

Does Balance work on mobile browsers?

Yes, but mobile app is better.

Mobile browser:

• Visit app.balancebudget.app on phone
• Works but less optimized
• No biometric login
• No offline access
• No push notifications

Mobile app advantages:

• Optimized for touch
• Biometric login (Face ID, fingerprint)
• Better performance
• Offline viewing
• Home screen icon
• Push notifications (coming soon)

Recommendation: Use mobile app for phones, web for desktop.

Mobile vs Web comparison →

Why isn’t Balance working in my browser?

Common issues:

JavaScript disabled:

• Must enable JavaScript
• Check browser settings
• Balance requires JavaScript to function

Cookies disabled:

• Must allow cookies from balancebudget.app
• Needed for login and sync
• Check privacy/cookie settings

Old browser version:

• Update to latest version
• Balance requires modern browser features

Browser extensions:

• Some extensions block functionality
• Try disabling ad blockers, privacy tools
• Or whitelist balancebudget.app

Cache issues:

• Clear browser cache and cookies
• Hard refresh (Ctrl+F5 or Cmd+Shift+R)
• Try incognito/private mode

Performance

The app is slow. How can I speed it up?

Mobile app fixes:

iOS:

1. Close and reopen app (force quit)
2. Restart iPhone
3. Update to latest app version
4. Update iOS
5. Free up storage (need 500MB+)
6. Reinstall app if very slow

Android:

1. Force stop app
2. Clear app cache (Settings > Apps > Balance > Storage > Clear Cache)
3. Restart phone
4. Update app and Android
5. Free up storage
6. Reinstall if needed

Web browser:

1. Refresh page (F5 or Cmd+R)
2. Clear browser cache
3. Try different browser
4. Close other tabs (reduce memory usage)
5. Restart browser

Internet speed:

• Slow connection = slow sync
• Try different network
• Wi-Fi usually faster than cellular

Why does the app take up so much storage?

Typical storage:

• iOS: 50-100 MB
• Android: 50-100 MB
• Plus cached data: May grow over time

If larger than expected:

• Cached transaction data
• Temporary files
• May grow with heavy use

To free up space:

iOS:

• Delete and reinstall app
• Data safe in cloud
• Log back in

Android:

• Settings > Apps > Balance > Storage
• Clear Cache (keeps data)
• Or Clear Data (removes cache, need to log in again)

Does Balance work offline?

Limited offline access:

What works offline:

• ✅ View previously loaded transactions
• ✅ View budgets (cached data)
• ✅ See accounts

What doesn’t work offline:

• ❌ Sync new transactions
• ❌ Categorize transactions
• ❌ Add manual transactions
• ❌ Connect bank accounts
• ❌ Update budgets

Recommendation: Balance requires internet for most features. Use when connected for best experience.

Data & Syncing

Why aren’t my transactions syncing?

Common causes:

Internet connection:

• Check Wi-Fi or cellular data
• Balance needs internet to sync
• Try different network

Bank connection:

• Bank may need to be reconnected
• Check Accounts tab for errors
• Reconnect if prompted

Background sync disabled:

• iOS: Settings > General > Background App Refresh > Balance (enable)
• Android: Settings > Apps > Balance > Battery > Unrestricted

App not updated:

• Check App Store/Play Store for updates
• Update to latest version

Manual refresh:

• Pull down on Transactions list to refresh
• Forces immediate sync

More sync troubleshooting →

How can I force a sync?

Manual sync (pull to refresh):

1. Open Balance app
2. Go to Transactions tab
3. Pull down on transaction list
4. Release when “Checking for new transactions…”
5. Wait 10-30 seconds
6. New transactions appear

This forces immediate sync instead of waiting for automatic background sync.

Why is syncing so slow?

Factors affecting sync speed:

Your internet:

• Slow connection = slow sync
• Wi-Fi usually faster
• Try different network

Number of accounts:

• More accounts = longer sync time
• 1 account: ~10 seconds
• 10 accounts: ~30-60 seconds

Bank responsiveness:

• Some banks slower than others
• Banks experiencing issues
• Peak times (weekends) may be slower

First sync:

• Initial sync takes longest (2-5 minutes)
• Imports up to 90 days of history
• Subsequent syncs much faster

Large transaction volume:

• Thousands of transactions take longer
• Especially on first sync

Learn more about sync timing →

Will I lose data if I uninstall the app?

No! Your data is safe:

Data storage:

• Cloud: Primary storage on Balance servers
• Device: Only cached for speed

If you uninstall:

• Data remains in cloud
• Reinstall app
• Log back in
• All data restored

Even if you:

• Delete app
• Get new phone
• Switch from iOS to Android
• Use web then mobile

Your data is always safe in the cloud.

How do I clear app cache?

iOS:

• Can’t clear cache separately
• Must delete and reinstall app
• Or wait for iOS to clear automatically

Android:

1. Settings > Apps > Balance
2. Storage
3. “Clear Cache” button
4. Data remains, just clears temporary files

Web browser:

1. Browser settings
2. Clear browsing data
3. Select “Cached images and files”
4. Don’t clear cookies (will log you out)

When to clear cache:

• App running slow
• Troubleshooting display issues
• Before uninstalling
• Free up storage

Login & Account

I forgot my password. What do I do?

Password reset:

1. Go to login screen
2. Tap “Forgot Password?”
3. Enter your email
4. Check email for 6-digit code
5. Enter code in Balance
6. Create new password
7. Log in with new password

Full password reset guide →

Why can’t I log in?

Common issues:

Wrong email or password:

• Double-check spelling
• Try copy/paste
• Use “Forgot Password?” if unsure

Email not verified:

• Check inbox for verification email
• Verify email to activate account
• Check spam folder

Account locked:

• Too many failed attempts
• Wait 15 minutes
• Or use “Forgot Password?”

App/web issue:

• Update app
• Try different browser
• Clear cache
• Restart device

Server issue (rare):

• Check if balancebudget.app is accessible
• Wait 30 minutes and try again
• Contact support if persists

Biometric login isn’t working

iOS (Face ID / Touch ID):

Troubleshooting:

1. Ensure Face ID/Touch ID enabled in iOS Settings
2. Check Balance has permission (Settings > Face ID & Passcode)
3. Clean camera (Face ID) or sensor (Touch ID)
4. Re-train biometric in iOS Settings
5. Disable and re-enable in Balance settings
6. Use password as fallback

Android (Fingerprint / Face Unlock):

Troubleshooting:

1. Ensure biometric enrolled in Android Settings
2. Check Balance has biometric permission
3. Clean fingerprint sensor
4. Re-register fingerprint
5. Try different finger (if multiple enrolled)
6. Disable and re-enable in Balance
7. Use password as fallback

Biometric login guide →

Errors & Crashes

The app keeps crashing

Quick fixes:

For all devices:

1. Restart app - Force quit and reopen
2. Restart device - Turn off and on
3. Update app - Check for app updates
4. Update OS - Check for iOS/Android updates
5. Free up storage - Need 500MB+ free space
6. Reinstall app - Delete and download again

If still crashing:

• Contact support@balancebudget.app
• Include: Device model, OS version, what you were doing when it crashed

I’m getting an error message

Common errors:

“Network error” / “Unable to connect”

• Check internet connection
• Try different network
• Server may be temporarily down (rare)

“Bank connection error”

• Reconnect your bank account
• Bank may be experiencing issues
• Wait and try again later

“Session expired”

• Log out and back in
• Clears the session

“Invalid credentials”

• Check email and password
• Use “Forgot Password?” if needed

Other errors:

• Screenshot the error message
• Contact support@balancebudget.app
• Include what you were trying to do

Something doesn’t look right visually

Display issues:

Text overlapping or cut off:

• Update app
• Restart app
• Check device display settings
• Report to support (screenshot helpful)

Missing images:

• Check internet connection
• Clear cache
• Update app

Colors wrong:

• Check if dark mode enabled (when available)
• Update app
• Restart device

Layout broken:

• Restart app
• Update app
• Clear cache
• Reinstall if needed

Updates

How do I update the app?

iOS:

1. Open App Store
2. Tap your profile icon (top right)
3. Scroll to Balance
4. Tap “Update” if available
5. Or turn on automatic updates

Android:

1. Open Play Store
2. Tap menu (three lines)
3. Tap “My apps & games”
4. Find Balance
5. Tap “Update” if available
6. Or enable auto-update

Web:

• Updates automatically
• Just refresh page (F5 or Cmd+R)
• No manual update needed

Why should I update Balance?

Benefits of updating:

• ✅ Bug fixes - Resolves known issues
• ✅ New features - Latest functionality
• ✅ Security patches - Important security updates
• ✅ Performance - Speed improvements
• ✅ Compatibility - Works with latest OS versions

Recommendation: Always use latest version for best experience.

Do I have to update?

Highly recommended but not strictly required.

Old versions:

• May have bugs
• Missing new features
• May not work with latest OS
• Could have security vulnerabilities

Eventually:

• Very old versions may stop working
• We maintain backward compatibility when possible
• But recommend staying current

Security Concerns

Is my data secure?

Yes! Balance uses bank-level security:

• 🔒 Encryption: AES-256 encryption at rest, TLS in transit
• 🏦 Plaid: Your bank password never reaches Balance
• 🔐 Read-only: Cannot transfer money or modify accounts
• 🛡️ AWS: Enterprise-grade secure infrastructure
• 🚫 No selling: We never sell your data

Learn more about security →

What if my phone is stolen?

If phone stolen:

1. Use Find My Device - Remotely lock or wipe

   • iOS: Find My iPhone
   • Android: Find My Device

2. Change Balance password - From another device

   • Logs out all devices
   • Prevents access

3. Contact support - support@balancebudget.app

   • We can help secure your account

4. Review account - Check for unauthorized activity

Your data is protected:

• Biometric login prevents unauthorized access
• Data stored in cloud, not on device
• Can access from new device

Can someone access Balance if they get my phone?

Protection layers:

1. Device lock - PIN, pattern, biometric
2. Balance lock - Biometric or password required
3. Session timeout - Auto-logs out after inactivity

If device unlocked:

• They could potentially access Balance
• Especially if biometric enabled and they have access

Best practice:

• Always use device lock
• Don’t store Balance password in plain text
• Log out on shared devices

Getting More Help

Where can I find more help?

Help documentation:

• This help site: balancebudget.app/help/
• Comprehensive guides
• Step-by-step tutorials
• Troubleshooting articles

Contact support:

• Email: support@balancebudget.app
• Include: Device, OS version, what you tried
• Response: Usually within 24 hours

In-app:

• Settings > Help & Support
• Opens email to support

How do I report a bug?

Bug reports help us improve!

What to include:

1. What happened - Description of bug
2. Expected behavior - What should have happened
3. Steps to reproduce - How to cause the bug
4. Device info - Phone model, OS version
5. App version - Settings > About
6. Screenshots - If helpful

Send to: support@balancebudget.app

Can I join a beta program?

Yes! We love beta testers.

To join:

• Email support@balancebudget.app
• Subject: “Beta Testing”
• Include: Device info, why you want to test

Beta benefits:

• Early access to features
• Shape Balance’s development
• Direct feedback channel
• VIP treatment

Beta requirements:

• Willing to test pre-release features
• Report bugs and feedback
• Understand features may be unstable

More Help

Other FAQ sections:

• General FAQ - General Balance questions
• Billing FAQ - Subscription and payment

Troubleshooting guides:

• Common Issues - Quick fixes
• Sync Issues - Transaction syncing
• Bank Errors - Connection problems

Need immediate help? Email support@balancebudget.app - we’re here to assist!