Login Problems - Troubleshooting

Having trouble logging into Balance? This guide covers common login issues and how to resolve them.

Common Login Issues

Forgot Password

Solution:

1. Go to Balance login page
2. Click “Forgot Password” link
3. Enter your email address
4. Check your email for reset link
5. Click link in email
6. Create new password
7. Log in with new password

Email not arriving:

• Check spam/junk folder
• Wait 5-10 minutes (email delays)
• Verify email address is correct
• Try “Forgot Password” again
• Check you’re using signup email

Password requirements:

• At least 8 characters
• Mix of letters and numbers recommended
• Case-sensitive

Email Not Recognized

Error: “Email not found” or “Account doesn’t exist”

Possible causes:

1. Typo in email address

   • Check spelling carefully
   • Watch for extra spaces
   • Verify correct domain (.com vs .net)

2. Used different email to sign up

   • Try other email addresses you use
   • Check which email received welcome message
   • Look for Balance confirmation emails

3. Account not created yet

   • May need to sign up first
   • Look for “Create Account” instead
   • No account exists with that email

Solutions:

• Double-check email spelling
• Try alternate email addresses
• Search email for “Balance Budget” to find signup email
• Create new account if needed

Wrong Password

Error: “Invalid credentials” or “Incorrect password”

Solutions:

1. Check caps lock

   • Passwords are case-sensitive
   • Verify caps lock is off
   • Check shift key not stuck

2. Try password reset

   • Use “Forgot Password” link
   • Create new password you’ll remember
   • Write it down temporarily if needed

3. Clear browser/app cache

   • Old cached data may interfere
   • Clear and try fresh

4. Try different device

   • Keyboard may be malfunctioning
   • Try phone if on computer (or vice versa)
   • Copy-paste password carefully

Biometric Login Not Working

Fingerprint or Face ID not working:

iOS Solutions:

1. Verify Face ID/Touch ID enabled for Balance
2. Settings → Face ID & Passcode → Check Balance is enabled
3. Try passcode login instead
4. Re-enable biometric in Balance settings
5. Restart iPhone
6. Delete and reinstall app (data saved in cloud)

Android Solutions:

1. Settings → Security → Verify fingerprint works in Android settings
2. Try PIN login instead
3. Re-enable biometric in Balance settings
4. Clear app cache
5. Restart phone
6. Reinstall app

Biometric setup:

• Go to Balance app settings
• Enable biometric authentication
• Follow prompts to set up
• Test before relying on it

Learn about biometric security →

Account Locked

“Account locked” or “Too many attempts” message:

Why this happens:

• Multiple failed login attempts
• Security measure against unauthorized access
• Typically locks for 15-30 minutes

Solutions:

1. Wait 15-30 minutes (most accounts auto-unlock)
2. Use “Forgot Password” to reset and regain access
3. Contact support if still locked after 1 hour
4. Verify you’re using correct email

Prevention:

• Use password manager
• Write down password safely
• Reset password if you keep forgetting
• Don’t guess multiple times

Session Expired

“Session expired” or “Please log in again” message:

Why this happens:

• Logged in from another device
• Been inactive for extended period
• Security timeout (normal)
• App/browser updated

Solution:

• Simply log in again
• This is normal behavior
• Not an error or problem
• For security purposes

Tips:

• Use “Remember me” option (if comfortable)
• Enable biometric login for faster re-entry
• Keep password accessible

Two-Factor Authentication Issues

If Balance adds 2FA in the future:

Can’t receive verification code:

1. Check phone number on file is correct
2. Try SMS if email not working (or vice versa)
3. Check spam folder for email codes
4. Request new code
5. Try alternate verification method

Code not working:

1. Use most recent code sent
2. Old codes expire (typically 10 minutes)
3. Don’t use space or dashes when entering
4. Request fresh code
5. Make sure phone time is correct (for authenticator apps)

Browser/Platform-Specific Issues

Web Browser Login Issues

Common browser problems:

1. Cookies disabled

   • Enable cookies for balancebudget.app
   • Check privacy settings
   • Try incognito mode

2. Cache corruption

   • Clear browser cache
   • Clear cookies for Balance
   • Hard refresh (Ctrl+Shift+R / Cmd+Shift+R)

3. Extensions interfering

   • Disable ad blockers temporarily
   • Disable password managers temporarily
   • Disable privacy extensions
   • Try incognito mode (disables extensions)

4. Browser not supported

   • Use Chrome, Safari, Firefox, or Edge
   • Update browser to latest version
   • Avoid Internet Explorer

Browser-specific fixes:

Chrome:

• Settings → Privacy → Clear browsing data
• Select “Cookies” and “Cached images”
• Try Chrome incognito

Safari:

• Safari → Preferences → Privacy → Manage Website Data
• Remove balancebudget.app
• Try Safari Private Window

Firefox:

• Options → Privacy → Clear Data
• Select cookies and cache
• Try Firefox Private Window

Mobile App Login Issues

iOS App:

1. Update app to latest version

   • App Store → Updates
   • Update Balance if available

2. Restart iPhone

   • Power off completely
   • Wait 30 seconds
   • Power back on

3. Reinstall app

   • Delete Balance app
   • Download fresh from App Store
   • Your data is saved in cloud
   • Log back in

4. iOS version

   • Update to latest iOS if possible
   • Older iOS may have issues
   • Check app requirements

Android App:

1. Update app

   • Play Store → My Apps
   • Update Balance

2. Clear app cache

   • Settings → Apps → Balance
   • Storage → Clear Cache
   • Don’t clear data (yet)

3. Restart phone

   • Power off
   • Wait 30 seconds
   • Power on

4. Reinstall app

   • Uninstall Balance
   • Reinstall from Play Store
   • Data saved in cloud
   • Log back in

Login Security Tips

Keep Your Account Secure

Strong password practices:

• Use unique password for Balance
• Don’t reuse from other sites
• Mix uppercase, lowercase, numbers
• Use password manager
• Change periodically

What to avoid:

• Sharing password with others
• Writing password publicly
• Using “1234” or “password”
• Common words or phrases
• Personal info (birthday, name)

Enable biometric if available:

• Faster login
• More secure than password alone
• Convenient for daily use

Suspicious Activity

If you suspect unauthorized access:

1. Change password immediately
2. Check email for login notifications
3. Review recent transaction categorization
4. Contact support
5. Enable additional security features

Warning signs:

• Unexpected “logged in from new device” emails
• Changes you didn’t make
• Unfamiliar devices in account

Network and Connectivity Issues

“Can’t Connect to Server”

Check internet connection:

1. Verify WiFi or cellular connected
2. Try opening other websites/apps
3. Switch between WiFi and cellular
4. Restart router if on WiFi

Server status:

1. Check if Balance status page exists
2. Try again in 5-10 minutes
3. Temporary outages rare but possible

Firewall/VPN issues:

1. Disable VPN temporarily
2. Try different network
3. Check firewall isn’t blocking
4. Try cellular data if on restricted network

Slow Login or Timeout

If login takes forever:

1. Check internet speed
2. Try different network
3. Close other apps/tabs
4. Restart device
5. Try again during off-peak hours

Account Recovery

Can’t Access Email

If you no longer have access to signup email:

1. Try to recover email account first
2. Contact email provider (Gmail, Yahoo, etc.)
3. If email truly inaccessible:
   • Contact Balance support
   • Provide proof of identity
   • May require verification process

Email: support@balancebudget.app

Include:

• Name on account
• Approximate signup date
• Last known login date
• Details about account (# of connected banks, etc.)
• Reason you can’t access email

Starting Over

If you want to create a new account:

1. Use different email address
2. Create new account
3. Reconnect bank accounts
4. Old account remains separate
5. Cannot merge accounts currently

Note: Previous account data not transferred automatically.

Troubleshooting Checklist

Before contacting support, try these:

• Verified email address is correct
• Tried “Forgot Password”
• Checked caps lock is off
• Cleared browser cache (web) or app cache (mobile)
• Tried different browser or device
• Verified internet connection working
• Updated app to latest version
• Restarted device
• Waited 30 minutes (if account locked)
• Checked spam folder for password reset

Contact Support

If you’ve tried everything and still can’t log in:

Email: support@balancebudget.app

Include in message:

• Email address you’re trying to use
• Error message you’re seeing (exact wording)
• Device and platform (iPhone, Android, Web - which browser)
• Steps you’ve already tried
• Screenshot of error (if possible)
• When the problem started

Response time: Usually within 24 hours on business days

Next Steps

After logging in successfully:

• First Login Guide → - What to do after logging in
• Security Settings → - Keep your account secure
• Dashboard Overview → - Navigate Balance
• Quick Start → - Get started fast

Welcome back! Happy budgeting! 🎉