Common Issues and Solutions

Quick reference guide for the most common Balance Budget issues and their solutions. Find your issue below for immediate help, or click through to detailed troubleshooting guides.

Can’t Log In

Symptoms:

• Email or password not recognized
• “Invalid credentials” error
• Can’t access account

Quick Fixes:

1. Verify email address is correct
2. Check caps lock is off
3. Try “Forgot Password” to reset
4. Clear browser cache (web) or app cache (mobile)
5. Try different browser or device

Detailed Guide: Login Problems →

Transactions Not Appearing

Symptoms:

• Made a purchase but don’t see it in Balance
• Expected transaction is missing
• Transaction count seems low

Quick Fixes:

1. Wait 24 hours after purchase (normal sync time)
2. Pull-to-refresh on Transactions tab
3. Check you’re viewing the correct month
4. Check for active filters hiding transactions
5. Verify bank connection is active (Accounts tab)
6. Check if transaction appears on bank’s website

Expected Timeline:

• 2-24 hours is normal
• Weekend purchases may take longer
• Credit cards often slower than debit

Detailed Guide: Missing Transactions →

Budget Doesn’t Match Bank Balance

Symptoms:

• Budget shows different amount than bank
• Numbers don’t add up
• Current Balance seems wrong

This Is Normal:

• Budget shows spending by category for the month
• Bank shows total account balance across all time
• They track different things!

Understanding the Difference:

• Balance tracks monthly budget progress
• Bank shows actual account balance
• Budget “Current Balance” = This month’s income minus expenses
• Bank balance = All money in account

If Budget Calculations Seem Wrong:

1. Check for uncategorized transactions
2. Verify transfers are marked correctly
3. Ensure all transactions are in correct month
4. Check for hidden/inactive accounts

Detailed Guide: Budget Calculation Issues →

Bank Connection Error

Symptoms:

• “Action Required” on account
• “Invalid Credentials” error
• “Institution Not Responding”
• Connection shows red/error status

Quick Fixes:

1. Tap the account with error
2. Click “Reconnect”
3. Log in with current banking credentials
4. Complete any security verification (2FA)

Common Causes:

• Changed banking password (update in Balance)
• Bank requires periodic re-authentication
• Bank system maintenance
• Security timeout

Bank-Specific:

• Chase, Navy Federal: Require frequent re-auth (normal)
• Most banks: Every 30-90 days
• Not a bug - security feature

Detailed Guide: Bank Connection Errors →

Subscription Not Working

Symptoms:

• Trial expired but can’t subscribe
• Payment processed but features still locked
• “Subscription Required” message
• Bank account limit not increased

Quick Fixes:

1. Log out and log back in
2. Clear browser cache/app cache
3. Verify payment went through (check email)
4. Wait 10-15 minutes for activation
5. Check Stripe customer portal for status

Payment Issues:

• Bank declined payment → Update payment method
• Email verification needed → Check inbox
• Processing delay → Wait 15 minutes

Account Limits:

• Free: 0 bank accounts
• Premium: 10 bank accounts
• Must have active subscription for connections

Detailed Guide: Subscription Activation Issues →

App Crashes or Freezes

Symptoms:

• App closes unexpectedly
• Freezes on certain screens
• Slow performance
• Won’t open

Quick Fixes:

iOS:

1. Force close app (swipe up from app switcher)
2. Restart app
3. Restart iPhone
4. Update to latest iOS version
5. Update Balance app in App Store
6. Delete and reinstall (data is saved in cloud)

Android:

1. Force stop app (Settings > Apps > Balance)
2. Clear app cache (Settings > Apps > Balance > Clear Cache)
3. Restart phone
4. Update Android OS
5. Update Balance app in Play Store
6. Reinstall app

Web:

1. Hard refresh (Ctrl+Shift+R or Cmd+Shift+R)
2. Clear browser cache and cookies
3. Try different browser
4. Disable browser extensions temporarily
5. Check for browser updates

Detailed Guide: App Crashes →

Uncategorized Count Seems Wrong

Symptoms:

• “X Uncategorized” number doesn’t match reality
• Shows uncategorized but all are categorized
• Count won’t decrease

Quick Fixes:

1. Pull-to-refresh on Transactions tab
2. Check for transfers (don’t need categories)
3. Verify transactions are in current month view
4. Look for split transactions with $0 amounts
5. Restart app

Common Causes:

• Viewing wrong month
• Active filters hiding categorized transactions
• Transfers counting incorrectly (mark as transfer)
• Cache needs refresh

Category Not Appearing in List

Symptoms:

• Missing a category when trying to categorize
• Category disappeared
• Can’t find expected category

Quick Fixes:

1. Check if category was deactivated
2. Verify transaction type matches category type:
   • Expense transaction needs expense category
   • Income transaction needs income category
3. Go to Budget → Manage Budget to verify category exists
4. Create the category if it doesn’t exist

Transaction Type Mismatch:

• Income transaction won’t show expense categories
• Expense transaction won’t show income categories
• Toggle transaction type if needed

Partner Can’t See My Changes

Symptoms:

• Categorized transactions don’t show for partner
• Changes not syncing between devices
• Different data on each device

Quick Fixes:

1. Both users pull-to-refresh
2. Check internet connection on both devices
3. Both log out and back in
4. Verify both are logged into same account
5. Check if one partner is viewing wrong month

Sync Time:

• Usually within seconds
• May take up to 1 minute
• Internet connection required
• Both devices must be online

“No Bank Accounts Connected” on Free Plan

Symptoms:

• Can’t connect bank accounts
• “Subscription Required” message
• Account connection button disabled

Explanation:

• Free plan allows 0 bank accounts
• Premium required for bank connections
• This is by design

Solution:

1. Start free 30-day trial
2. Or subscribe to Premium
3. Then connect bank accounts

Trial:

• No credit card required
• Full access for 30 days
• Can connect up to 10 accounts

Monthly Budget Reset Questions

“Why did my budget reset?”

• Budgets reset each month automatically
• Income/expense amounts reset to zero
• Category budgets stay the same
• Previous month’s data is saved

“Where did last month’s money go?”

• Each month is independent
• Balance doesn’t carry over by default
• Review last month by selecting it from month picker
• Use historical data for patterns, not carrying forward

This Is Normal:

• Monthly budgeting approach
• Fresh start each month
• Previous months available for review

Pending Transactions Changing

“Transaction amount changed!”

• Pending transactions can change amounts
• Gas stations pre-authorize higher amount
• Restaurants adjust for tip
• Final amount appears when cleared

Examples:

• Gas: Pre-auth $100 → Cleared $45.67
• Restaurant: Meal $50 → With tip $60
• Hotel: Hold $200 → Actual $175

This Is Normal:

• Bank behavior, not Balance
• Wait for “cleared” status
• Final amount is accurate

Multiple Entries for Same Transaction

Symptoms:

• Transaction appears twice
• Duplicate entries
• Same purchase showing multiple times

Causes:

1. Added manual transaction, then bank synced it
2. Pending → Cleared shows as two
3. Split charge from merchant
4. Actual duplicate from bank (rare)

Solutions:

1. Delete manual entry if bank transaction synced
2. Or mark bank transaction as transfer
3. Verify on bank website if truly duplicate
4. Contact support if persistent

Need More Help?

Search Help Documentation

Browse our complete help guides:

• Transactions Help
• Bank Accounts Help
• Budgeting Help
• Getting Started

Detailed Troubleshooting Guides

• Sync Issues →
• Login Problems →
• Bank Errors →
• App Crashes →
• Missing Transactions →
• Budget Calculations →
• General Troubleshooting →

Contact Support

Still having issues? We’re here to help!

Email: support@balancebudget.app

Include in your message:

• Description of the problem
• Steps to reproduce
• Screenshots if applicable
• Device type (iPhone, Android, Web browser)
• When the issue started

Response time: Usually within 24 hours on business days.

Prevention Tips

Keep Balance Running Smoothly

✅ Do:

• Keep app updated to latest version
• Maintain stable internet connection
• Reconnect accounts when prompted
• Categorize transactions regularly
• Review budget weekly

❌ Avoid:

• Ignoring “Action Required” messages
• Letting uncategorized transactions pile up
• Using outdated app versions
• Changing banking passwords without updating Balance
• Neglecting to sync regularly

Monthly Maintenance

Once per month:

1. Check all account connections
2. Verify all transactions categorized
3. Review budget accuracy
4. Update category budgets if needed
5. Check for app updates

Happy budgeting! We’re here if you need us. 🎉