Transactions Not Syncing - Troubleshooting

When transactions aren’t appearing in Balance or aren’t updating, it can be frustrating. This guide will help you identify and fix sync issues.

Quick Diagnostic

Before diving into solutions, answer these questions:

1. How long has it been since the purchase?

   • Less than 24 hours → Normal, wait longer
   • More than 24 hours → Continue troubleshooting

2. Does the transaction appear on your bank’s website?

   • No → Bank hasn’t processed it yet, not a Balance issue
   • Yes → Continue troubleshooting

3. Is your account connection active?

   • Check Accounts tab for error messages
   • Red/error status → Reconnect account first
   • Green/active status → Continue troubleshooting

Step-by-Step Troubleshooting

Step 1: Check Account Connection Status

1. Open Balance
2. Go to Accounts tab
3. Look at each connected account

Status indicators:

• ✅ Green/Normal - Connection is healthy
• ⚠️ Yellow/Warning - May need attention
• ❌ Red/Error - Action required

If you see an error:

1. Tap the account with error
2. Read the error message
3. Tap “Reconnect” button
4. Log in with current bank credentials
5. Complete any security verification

More on reconnecting →

Step 2: Try Manual Refresh

1. Go to Transactions tab
2. Pull down on the transaction list
3. Release to trigger refresh
4. Wait 10-30 seconds
5. Check if new transactions appeared

What refresh does:

• Checks for new transactions immediately
• Fetches latest data from banks
• Updates pending → cleared status
• Refreshes account balances

Doesn’t work if:

• Bank hasn’t reported transaction yet
• Account connection is broken
• Bank is experiencing issues

Learn about refreshing →

Step 3: Verify Bank Website

1. Log into your bank’s website or app directly
2. Check if the transaction appears there
3. Note the date and status (pending/cleared)

If transaction NOT on bank site:

• Bank hasn’t processed it yet
• Wait for bank to process
• Not a Balance issue
• Check back in 12-24 hours

If transaction IS on bank site:

• Should sync to Balance within next sync cycle
• Try manual refresh
• Continue to Step 4

Step 4: Check Time Since Purchase

Normal sync timing:

• 2-6 hours: Fast banks (Capital One, Ally)
• 6-12 hours: Average banks (most major banks)
• 12-24 hours: Slower banks (some credit unions)
• 24-48 hours: Credit cards, weekend purchases

If less than 24 hours:

• This is normal processing time
• Banks need time to report transactions
• Balance can’t sync what banks haven’t reported
• Be patient

If more than 48 hours:

• And transaction is on bank website
• Definitely investigate further

Learn about sync timing →

Step 5: Check Month and Filters

Wrong month selected:

1. Look at month button (top of Transactions)
2. Is it showing current month?
3. Tap to change if needed

Active filters hiding transaction:

1. Look for filter pills at top
2. Tap “Clear All” if any filters active
3. Check if transaction now appears

Common filter issues:

• Account filter hiding other accounts
• Status = “Categorized” but transaction uncategorized
• Type filter showing only income/expense
• Date range excluding the transaction

Learn about filters →

Step 6: Verify Account is Not Hidden

Some accounts may be hidden/archived:

1. Go to Accounts tab
2. Check if account is visible
3. Look for “Show Hidden” or similar option
4. Verify account hasn’t been deactivated

Step 7: Check Bank Maintenance

Banks occasionally have maintenance windows:

1. Check your bank’s website for notices
2. Bank mobile app may show alerts
3. Twitter/social media may have updates
4. Maintenance typically resolves in hours

During maintenance:

• Banks may not report transactions
• API may be temporarily unavailable
• Wait for maintenance to complete
• Try refreshing after

Step 8: Reconnect Account

If still not syncing after above steps:

1. Go to Accounts tab
2. Tap the problem account
3. Look for “Reconnect” option
4. Follow reconnection process
5. Log in with current credentials
6. After reconnecting, check Transactions

Reconnecting often fixes:

• Stale authentication
• Expired sessions
• API connection issues
• Most sync problems

Detailed reconnecting guide →

Step 9: Wait 24 Hours and Try Again

Sometimes patience is the answer:

• Banks have their own schedules
• Weekend transactions take longer
• Holidays add delays
• System backlogs occasionally occur

Come back tomorrow:

• Try manual refresh again
• Check bank website status
• Most issues resolve with time

Step 10: Contact Support

If after all steps, still not syncing:

Email support@balancebudget.app

Include:

• Bank name and account type
• How long since purchase
• Whether it appears on bank website
• Connection status in Balance
• Screenshot of account status (if possible)
• Steps you’ve already tried
• Device type (iOS/Android/Web)

Common Sync Issues and Causes

Issue: No Transactions at All

Possible causes:

1. New account just connected

   • First sync takes 2-5 minutes
   • Wait a bit longer

2. Account requires re-authentication

   • Check for “Action Required”
   • Reconnect account

3. Wrong account type

   • Some account types not supported
   • Check supported accounts list

4. Account has no recent transactions

   • If truly no activity, nothing will appear
   • Verify on bank website

Solutions:

• Wait 5-10 minutes after connecting
• Reconnect account if prompted
• Verify account type is supported
• Confirm transactions exist on bank side

Issue: Some Transactions Missing, Others Present

Possible causes:

1. Time-based gaps

   • Older than 90 days not imported initially
   • Recent transactions still processing

2. Merchant reporting delays

   • Some merchants slower to report
   • Small businesses especially

3. Transaction type exclusions

   • Some internal transfers excluded
   • ATM fees may not sync
   • Bank-specific behaviors

4. Pending vs cleared

   • Some banks don’t report pending
   • Wait for cleared status

Solutions:

• Check transaction dates
• Verify on bank website
• Wait for pending to clear
• Add manual transaction if needed

Issue: Transactions Stopped Syncing Suddenly

Possible causes:

1. Password changed at bank

   • Most common cause
   • Must update in Balance

2. Bank security timeout

   • Periodic re-authentication required
   • Normal for Chase, Navy Federal

3. Bank system changes

   • Bank updated their systems
   • May require reconnection

4. Subscription expired

   • Free plan can’t connect accounts
   • Check subscription status

Solutions:

• Reconnect with current password
• Re-authenticate when prompted
• Verify subscription is active
• Contact support if persists

Issue: Only Pending Transactions Missing

Possible causes:

1. Bank doesn’t report pending

   • Some banks only report cleared
   • Not all banks provide pending data
   • Varies by institution

2. Pending reporting delay

   • Takes longer than cleared
   • May appear when cleared

Solutions:

• This may be normal for your bank
• Wait for transaction to clear
• Add manual transaction if needed
• Check bank’s behavior on their website

Issue: Transactions Appear Then Disappear

Possible causes:

1. Pending transaction adjusted

   • Amount changed
   • Merchant cancelled
   • Pre-authorization expired

2. Duplicate removal

   • System detected duplicate
   • Removed automatically

3. Account disconnected

   • Connection lost mid-sync
   • Transactions removed

Solutions:

• Check if still on bank website
• Verify account connection
• Wait for final transaction to appear
• Add manual if needed

Platform-Specific Issues

Mobile App (iOS/Android)

App background restrictions:

• App may not sync in background
• Open app regularly
• Background refresh settings

Solutions:

1. Enable background app refresh (iOS)
2. Disable battery optimization for Balance (Android)
3. Open app at least daily

Network changes:

• WiFi to cellular switching
• May interrupt sync
• Reconnect to stable network

Web Browser

Browser cache issues:

1. Clear browser cache
2. Hard refresh (Ctrl+Shift+R / Cmd+Shift+R)
3. Try incognito/private mode
4. Try different browser

Cookie/session issues:

1. Clear cookies for Balance
2. Log out and back in
3. Check browser security settings
4. Disable extensions temporarily

Bank-Specific Known Issues

Chase

• Requires re-authentication every 30-90 days
• OAuth connection more stable
• Normal security behavior
• Reconnect when prompted

Navy Federal

• Frequent re-authentication required
• Bank policy, not Balance issue
• Part of their security model
• Expect to reconnect often

Credit Unions

• May have slower sync times
• Smaller institutions = less frequent updates
• 24-48 hour delays more common
• Still within normal range

Credit Cards

• Generally slower than checking accounts
• May take 24-48 hours
• Some issuers report only cleared
• Varies widely by issuer

Prevention Tips

Maintain Healthy Connections

✅ Do:

• Open Balance daily or every few days
• Respond to “Action Required” immediately
• Update Balance when changing bank passwords
• Keep app updated to latest version

❌ Don’t:

• Ignore reconnection prompts
• Go weeks without checking app
• Change passwords without updating Balance
• Use outdated app versions

Regular Monitoring

Daily:

• Quick check of Transactions tab
• Pull-to-refresh
• Categorize new items

Weekly:

• Review all account connections
• Verify all expected transactions present
• Compare to bank statements
• Reconnect if needed

Monthly:

• Full account review
• Check all connections healthy
• Update app if available
• Review sync patterns

When It’s Not Balance’s Fault

Sometimes sync issues are beyond Balance’s control:

Bank problems:

• Bank API is down
• Bank scheduled maintenance
• Bank system outage
• Nothing Balance can do during this time

Merchant delays:

• Small merchants may batch transactions
• Can take 24-48 hours to reach bank
• Affects all financial apps the same way

Network issues:

• Your internet connection
• ISP problems
• Network firewalls
• VPN interfering

Device problems:

• Storage full (can’t cache data)
• System date/time wrong
• OS restrictions
• Conflicting apps

Next Steps

After resolving sync issues:

• Transaction Sync Timing → - Understand normal timing
• Transaction Refresh → - Manual refresh guide
• Bank Connection Troubleshooting → - Connection help
• Missing Transactions → - Specific transaction issues

Need more help? Contact our support team - we’re here to assist!