Troubleshooting Connections

Each bank in Settings → Connected Banks shows a status label:

A separate Bank Status card reports each institution’s overall health - Operational, Degraded, Outage or Status unavailable. That is what tells a bank-side outage apart from a problem with your own connection.

Cadence Money syncs in the background, but you can force one when you are expecting something:

1. Go to Settings → Connected Banks.
2. Open the ⋮ menu next to the bank. The Force Refresh item appears when the bank is healthy.
3. Tap Force Refresh to sync that institution on demand.

On a phone, pull down on any list to refresh every connected bank at once.

Balances are throttled separately from transactions, on three different clocks, which is why a refresh often brings new transactions with an unchanged balance:

Inside any of those windows Cadence Money shows the balance it already has rather than asking your bank again. Transactions are not throttled this way, so they keep arriving regardless.

Banks require re-authentication periodically, and always after you change your banking password or your bank updates its security. When that happens:

1. Open Settings → Connected Banks, or tap the Reconnect Banks widget on your dashboard.
2. Find the bank marked Needs attention.
3. Follow the reconnect prompt.
4. Sign in inside the Plaid window and complete any multi-factor step.

Reconnecting refreshes the existing connection rather than making a new one, so your history and your categorisations are untouched.

Work through these in order:

1. Give it a few hours. Transactions appear as your bank posts them, not instantly at the point of sale.
2. Check the connection status. A bank that needs attention has stopped delivering anything.
3. Check Bank Status. A degraded institution delivers late rather than not at all.
4. Force Refresh that institution.
5. Check the account is actually shared. If you deselected an account when you linked, it never syncs. Open the ⋮ menu next to that bank and choose Add Accounts - the item sits above Force Refresh on a healthy connection, and reopens your bank’s account picker so you can tick the missing one.

Pending transactions can take one to three business days to settle. Missing transactions after 24 hours on a healthy connection is worth reporting.

Occasionally a sync creates duplicates, most often after re-linking an account. Use the built-in tool rather than deleting by hand:

1. Go to Settings → Data & Privacy.
2. Open the Review Duplicates card.
3. Tap Find Duplicates to scan, then review what it found before removing anything.

The same card holds duplicates that a CSV import hid automatically, so it is also where you undo a match that was wrong. See Importing Transactions.

A balance can lag a fresh transaction, because of the throttles above - a Force Refresh will not ask your bank again if the last balance came back inside the past six hours. If it still looks wrong once that window has passed, check whether the account is in a currency other than your primary one - the dashboard converts, the account page does not. See Multi-Currency.

Some institutions have intermittent connectivity with Plaid. If yours is consistently problematic, disconnecting and re-adding it often clears the fault. Disconnecting is not one action, though - it asks you which of two things you want, and only one of them keeps your history.

In Canada, check one thing before you re-add it. Tap the + button on any page and choose Connect Bank: the panel that opens names the institutions that are failing to connect right now, from live data rather than a fixed list. It is worth the detour because the route in this section - Settings → Connected Banks - goes straight to the bank search and never shows it. If yours is named, re-adding is likely to fail as well; wait for it to clear and use CSV import in the meantime.

Use CSV import as a fallback while a connection is being sorted out - imported rows are checked against your synced ones, so you will not end up with doubles when it comes back.