General Troubleshooting Steps

When experiencing any issue with Balance, these universal troubleshooting steps resolve most problems. Follow them in order before diving into specific issue guides.

The Essential 7-Step Process

Step 1: Restart the App

The most effective first step for any issue.

Mobile (iOS/Android):

1. Force close Balance app
   • iOS: Swipe up from bottom, swipe up on Balance
   • Android: Recent apps button, swipe Balance away
2. Wait 5 seconds
3. Reopen Balance
4. Test if issue resolved

Web Browser:

1. Close Balance tab completely
2. Close browser entirely
3. Wait 5 seconds
4. Reopen browser
5. Go back to Balance
6. Test if issue resolved

Why this works:

• Clears temporary memory issues
• Resets app state
• Refreshes cached data
• Resolves most glitches

Fixes these issues:

• Freezing or slow performance
• UI not updating
• Buttons not responding
• Strange visual bugs
• Data not displaying correctly

Step 2: Check Internet Connection

Most issues require internet connectivity.

Verify connection:

1. Check WiFi or cellular is connected
2. Try loading other apps/websites
3. Check internet speed if slow
4. Switch between WiFi and cellular

Test connection:

• Open web browser
• Visit a different website
• Confirms internet working
• If not working, fix internet first

Common connection issues:

Weak WiFi:

• Move closer to router
• Check router is on
• Restart router if needed
• Switch to cellular temporarily

No cellular data:

• Verify cellular data enabled
• Check if Balance has data permissions
• Check cellular plan active
• Airplane mode off

Network restrictions:

• School/work networks may block
• VPN may interfere
• Firewall might block
• Try different network

Why this matters:

• Balance needs internet to sync
• Can’t connect banks without internet
• Can’t log in without connection
• Most features require connectivity

Fixes these issues:

• Login failures
• Sync not working
• Accounts won’t connect
• Changes not saving
• “Unable to connect” errors

Step 3: Update to Latest Version

Bugs are fixed in updates.

Check for updates:

iOS:

1. Open App Store
2. Tap profile icon (top-right)
3. Scroll to Balance
4. Tap “Update” if available
5. Wait for update to install
6. Reopen Balance

Android:

1. Open Play Store
2. Tap profile icon (top-right)
3. Manage apps & device
4. Updates available
5. Find Balance
6. Tap “Update”
7. Reopen after update

Web:

• Balance web updates automatically
• Hard refresh to clear cache: Ctrl+Shift+R (Windows) or Cmd+Shift+R (Mac)
• Updates apply immediately

Why this works:

• Bug fixes included in updates
• Performance improvements
• New features
• Security patches
• Compatibility fixes

Fixes these issues:

• Known bugs
• Crashes
• Performance problems
• Compatibility issues
• Security vulnerabilities

Step 4: Log Out and Back In

Refreshes your session and clears cached data.

Process:

1. Go to Settings (gear icon)
2. Scroll to bottom
3. Tap “Log Out” or “Sign Out”
4. Confirm logout
5. Wait 10 seconds
6. Log back in with email and password
7. Test if issue resolved

What this does:

• Refreshes authentication
• Clears old session data
• Re-syncs account information
• Resets app state
• Re-downloads latest data

Why this works:

• Fixes stale session issues
• Resolves permission problems
• Clears corrupted cache
• Reestablishes server connection
• Syncs latest changes

Fixes these issues:

• Subscription not showing
• Permission errors
• Data not syncing
• Profile issues
• Outdated information
• Session expired errors

Note: Your data is saved in the cloud - logging out won’t delete anything.

Step 5: Clear Cache

Removes temporary files that may be corrupted.

iOS:

• Delete and reinstall app (your data is safe in cloud)
• Or: Settings → General → iPhone Storage → Balance → Offload App

Android:

1. Settings → Apps → Balance
2. Storage
3. Clear Cache (NOT Clear Data)
4. Reopen Balance
5. Test

If cache clear doesn’t work:

• Clear Data (requires logging back in)
• All app data is in cloud
• Won’t lose transactions or budget

Web Browser:

Chrome:

1. Settings → Privacy and Security
2. Clear browsing data
3. Time range: Last 24 hours
4. Select “Cached images and files”
5. Clear data

Safari:

1. Safari → Settings → Privacy
2. Manage Website Data
3. Search “balance”
4. Remove
5. Restart Safari

Firefox:

1. Settings → Privacy & Security
2. Cookies and Site Data
3. Clear Data
4. Restart Firefox

Edge:

1. Settings → Privacy
2. Clear browsing data
3. Cached data
4. Clear

Why this works:

• Removes corrupted files
• Frees up storage
• Forces fresh data download
• Resolves display issues
• Fixes loading problems

Fixes these issues:

• Visual glitches
• Old data showing
• App won’t update
• Slow performance
• Loading errors

Step 6: Restart Your Device

Full device restart clears system-level issues.

iOS:

1. Press and hold Side button + Volume button
2. Slide to power off
3. Wait 30 seconds (phone completely off)
4. Press Side button to power on
5. Wait for full boot
6. Open Balance

Android:

1. Hold Power button
2. Tap “Restart” or “Reboot”
3. Wait for full restart
4. Open Balance

Computer:

• Restart computer completely
• Wait for full boot
• Open browser
• Go to Balance

Why this works:

• Clears system memory
• Resets network connections
• Closes conflicting processes
• Fresh system start
• Resolves system-level conflicts

Fixes these issues:

• Device-wide issues
• Network problems
• Memory problems
• System conflicts
• Persistent crashes

Step 7: Contact Support

If all steps fail, we’re here to help.

When to contact:

• Tried all steps above
• Issue persists
• Need technical assistance
• Have specific error message
• Something seems broken

Email: support@balancebudget.app

Include in your message:

1. Describe the problem clearly

   • What were you trying to do?
   • What happened instead?
   • Any error messages (exact wording)?

2. Provide context

   • When did this start?
   • Does it happen every time?
   • Does it happen on specific screen/action?

3. Device information

   • Platform: iOS, Android, or Web (which browser?)
   • Device model: iPhone 14, Samsung Galaxy S21, etc.
   • OS version: iOS 17, Android 13, etc.
   • Balance app version (Settings → About)

4. What you’ve tried

   • Which troubleshooting steps from this guide
   • Other solutions attempted
   • How long the issue has persisted

5. Screenshots (if possible)

   • Error messages
   • Problem screen
   • Account status
   • Helps us diagnose faster

Response time:

• Usually within 24 hours on business days
• We’ll investigate and provide specific guidance

Advanced Troubleshooting

For Persistent Issues

If basic steps don’t work, try these:

Reinstall the App (Mobile)

Complete fresh start:

iOS:

1. Press and hold Balance icon
2. Remove App → Delete App
3. Confirm deletion
4. Go to App Store
5. Search “Balance Budget”
6. Download fresh
7. Open and log in
8. Your data is in the cloud - nothing lost

Android:

1. Settings → Apps → Balance
2. Uninstall
3. Go to Play Store
4. Install Balance fresh
5. Open and log in
6. Data restores from cloud

Why this works:

• Completely removes corrupted files
• Fresh installation
• Resets all app settings
• Often fixes persistent issues

Try Different Device

Test if device-specific:

1. Try on different phone
2. Try on web if using mobile
3. Try on mobile if using web
4. Helps identify if device issue

If works on other device:

• Problem is specific to original device
• Focus troubleshooting there
• May be device setting or conflict

If doesn’t work anywhere:

• Issue is with account or backend
• Contact support for assistance

Try Different Network

Test network-related issues:

1. Switch from WiFi to cellular (or vice versa)
2. Try different WiFi network
3. Try at different location
4. Disable VPN if using one

If works on different network:

• Original network may block Balance
• Firewall or security settings
• Contact network administrator (if work/school)

Specific Issue Categories

For targeted help, see these specific guides:

Login Issues

• Login Problems →
• Forgot password
• Email not recognized
• Account locked
• Biometric not working

Transaction Issues

• Missing Transactions →
• Sync Issues →
• Transactions not appearing
• Sync not working
• Wrong amounts

Bank Connection Issues

• Bank Connection Errors →
• Invalid credentials
• Action required
• Institution not responding
• Connection timeout

Budget Issues

• Budget Calculation Issues →
• Numbers don’t add up
• Balance incorrect
• Categories wrong
• Calculations off

App Performance Issues

• App Crashes →
• Freezing
• Crashing
• Slow performance
• Won’t open

Subscription Issues

• Subscription Activation →
• Payment not processing
• Features not activating
• Account limits
• Trial issues

Prevention Tips

Keep Balance Running Smoothly

Regular maintenance:

Weekly:

• Restart app at least once
• Check for app updates
• Review transaction sync status
• Clear uncategorized transactions

Monthly:

• Update device OS if available
• Clear app cache
• Check storage space (keep 2+ GB free)
• Review account connections

As needed:

• Update payment method before expiration
• Reconnect accounts when prompted
• Respond to “Action Required” immediately

Best Practices

✅ Do:

• Keep app updated to latest version
• Maintain good internet connection
• Restart app every few days
• Check for updates regularly
• Free up device storage
• Respond to notifications

❌ Don’t:

• Ignore update prompts
• Run with full storage
• Use outdated OS
• Ignore error messages
• Let app run for weeks without closing

Diagnostic Questions

When troubleshooting, ask yourself:

1. When did this start?

   • After an update?
   • After device change?
   • Suddenly or gradually?

2. Can you reproduce it?

   • Happens every time?
   • Random occurrence?
   • Specific trigger?

3. Does it affect everything?

   • One feature or many?
   • One screen or entire app?
   • All devices or just one?

4. What changed recently?

   • Updated app?
   • Changed settings?
   • New device?
   • Changed password?

Answers help identify root cause.

When All Else Fails

Still having issues after everything:

1. Document the problem:

   • Take screenshots
   • Note exact steps to reproduce
   • Record any error messages
   • Track when it happens

2. Contact support with details:

   • Email: support@balancebudget.app
   • Include all information from above
   • Attach screenshots
   • Be specific and detailed

3. Be patient:

   • We’ll investigate thoroughly
   • May need additional information
   • Working to resolve
   • Will update you throughout

Common Error Messages

“Something Went Wrong”

Generic error - multiple causes:

• Try the 7 essential steps above
• Note what you were doing when it appeared
• Try that action again
• Contact support if repeats

“Unable to Connect”

Network issue:

• Check internet connection
• Switch networks
• Disable VPN
• Try again

“Session Expired”

Normal security timeout:

• Log out and back in
• Not an error
• Happens after inactivity

“Subscription Required”

Feature needs Premium:

• Upgrade to Premium
• Or try 30-day free trial
• Learn about plans →

Next Steps

After resolving your issue:

• Getting Started Guide → - Master Balance basics
• Common Issues → - Quick reference
• FAQ → - Frequently asked questions
• All Help Articles → - Complete documentation

Your issue resolved? Great! Continue enjoying Balance!

Still need help? Contact Support - We’re here for you!

Happy budgeting! 🎉