If linked bank data is missing or stale, first check the bank’s own website or app. If the information appears there, check the financial app’s connection status, complete any requested relink or bank action, and allow for the provider’s update timing. If the issue persists, contact the app’s support team with the affected account and dates. The exact labels and timing depend on the app and data provider; the examples below describe Plaid-specific guidance where noted.
Start by checking where the data is missing
Sign in to the institution directly through its official website or app. Check whether the account, balance, or transactions in question appear there. If the bank itself does not show the information, contact the bank first. A data provider may be unable to retrieve information that is unavailable or displayed differently in the institution’s online banking portal. Plaid’s transaction troubleshooting guidance describes this limitation.
If the information is visible at the bank but not in the financial app, the issue is more likely to involve the connection, data-update timing, or the app-provider combination.
Check whether the bank and account are supported
If the institution does not appear in the app’s linking flow, look for the app’s supported-institution information or ask its support team. According to Plaid’s connection guidance, an institution may be absent because it does not use Plaid, the app requires data or an authentication feature that is unsupported, or a reliable connection cannot currently be established. The app may offer another connection method.
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Support is not guaranteed across every app, account type, or feature. Confirm that the specific institution and account type work with the particular app and data provider you are using.
Review the connection and complete any requested action
An account can look connected while updates are failing, and a connection problem can arise when credentials or multifactor authentication details are incorrect, the bank requires an action, the account is incompatible with the requested product, or the provider has a connection issue. Plaid lists these as possible causes in its data troubleshooting guidance.
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- Open the financial app and find the affected account’s connection status or error message. Labels and menus vary by app.
- If the app asks you to reconnect or update access, use its secure relink flow. Do not send your password or one-time code to support.
- If the bank has a new notice, login requirement, or account lock, resolve it with the bank directly, then retry the app’s relink flow.
- If the app says the account or data feature is unsupported, ask its support team whether another linking method is available.
Allow for update timing before treating a delay as a failure
New transactions do not necessarily appear in a financial app in real time. Plaid says transaction retrieval is periodic and may occur daily or every few hours, depending on the institution; the data reflects the last time Plaid retrieved it. This is Plaid-specific guidance, not a schedule that applies to every aggregator or app. See Plaid’s explanation of transaction update timing.
If the app reports a healthy connection but recent data is still absent, check the app’s status page or contact support to ask whether the institution has a known issue. A bank balance updating while recent transactions do not may indicate a transaction delay or a separate issue with that data.
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Use the symptoms to narrow down the likely cause
| What you see | Possible explanation | Next step |
|---|---|---|
| Bank is missing from the search list | The institution may not be supported, a required feature may be unavailable, or the connection may be unreliable. | Check the app’s support information and ask about alternative linking methods. Plaid connection guidance |
| The app asks for login or MFA again | Credentials may have changed, or the bank may require authentication or another action. | Use the secure relink flow and complete any bank-side prompts. Plaid data troubleshooting; Plaid connectivity troubleshooting |
| Balance updates, but recent transactions do not | Transaction retrieval may be delayed or periodic, or transaction data may have a separate issue. | Compare with the bank, allow for the provider’s update timing, then contact app support if the gap persists. Plaid update timing |
| A date range is missing although the account appears connected | There may be a delay, an unhealthy connection, an institution error, or a difference between the app and bank portal. | Check the connection status and errors, then give support the affected dates and account. Plaid data troubleshooting; Plaid transaction troubleshooting |
| Only one account type is missing | That account or the requested data feature may not be supported by the app-provider combination. | Ask the app whether that specific account type and data are supported. Plaid connectivity troubleshooting |
Contact support with details that help investigate
If the issue remains after checking the bank, connection, and timing, contact the financial app’s support team. Include:
- The institution and affected account (identify it without sharing a full account number unless the app’s secure support process specifically requests it).
- The missing transaction, balance, or date range, and when the bank shows the information.
- Any error message and the steps you already tried, such as relinking or completing a bank prompt.
Never include your password or one-time authentication code in a support message. The app or data provider may need connection identifiers or logs that are not available to you; Plaid describes using connection details to investigate persistent missing or incorrect data in its data troubleshooting guidance.
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