How to troubleshoot connected bank account issue?

We're really sorry to hear you've been experiencing issues tied to your connected bank accounts. ๐Ÿ˜ขTherefore, we've prepared this article, which contains some ways how you can troubleshoot the issues on your own! ๐Ÿง ๐Ÿ™Œ

Bank account can't be connected

โž Oops! Something went wrong! Try again later. / We are sorry to inform you that the bank you selected can not be connected at the moment.

โž Invalid credentials.

โž Invalid credentials for OFX providers.

โž Invalid PIN, Token or OTP.

โž Provider asked to perform an action. Please, log in to your web client.

โž Provider unavailable, try again later. / Provider is having some maintenance work.

Issues with bank transactions

โž Transactions stopped importing.

โž Transactions haven't been imported.

โž Some transactions have been missing.

โž Transactions have been importing more than once.

โž Transactions have been imported with incorrect amounts.

Other issues

โž Bank accounts disappeared


Oops! Something went wrong! Try again later. / We are sorry to inform you that the bank you selected can not be connected at the moment.

This is a general error message that might occur within the app and there might be a few reasons why the bank connection failed. ๐Ÿ˜ฉ Before reaching out to us, you should try to sync/connect your bank account through both mobile and Web App and make sure the credentials you're inputting are correct. For some of the bank providers, it's also necessary to grant access to third-party providers within your Online Banking. ๐Ÿ–ฅ

You can also try to turn off the option to save credentials for automatic updates in the Settings of the app and sync the bank account afterward. This might help as well! ๐Ÿงš

Still having trouble?

If the issue still persists after a few of your attempts, send us a message with the following:

  • Email address you use with Spendee
  • Name of the bank provider/bank wallet

Invalid credentials.

When you are adding a new bank account to Spendee, you must use the exact same credentials you use for your web Online Banking (ID, password, memorable question, etc.) and don't use copy/paste function when filling in credentials as this might be causing the issue ๐Ÿ‘€

If you're experiencing any issues with your login details, please, make sure you're able to log into your web Online Banking (not the bank's mobile app! ๐Ÿ™…) with the same credentials that you're introducing in the app. After you double-check your credentials, please, try to use them both via our mobile and Web App. You can also try to turn off the option to save credentials for automatic updates in the Settings of the app and sync the bank account afterward. This might help as well! ๐Ÿ’

NOTE: If youโ€™re using a password manager or copy/pasting, try typing your login credentials manually. Both can sneakily add extra spaces to your username or password. ๐Ÿ˜‰

Still having trouble?

If youโ€™ve tried everything and you're still getting a message about your credentials being invalid, send us a message with the following:

  • Email address you use with Spendee
  • Name of the bank provider/bank wallet
  • Web address of the login page (where you log into your Online Banking)

Invalid credentials for OFX providers.

The providers which have OFX in their name, are integrated via a new interface Quicken Direct Connect (OFX). In order to connect your account, you should activate Quicken Direct Connect for Online Banking (additional fees may be applied) and receive a new pair of credentials, which should be used while authenticating. ๐Ÿ˜Ž

If all the above works, you should connect the bank account with your new credentials again.

Are you still having trouble connecting your bank? Please don't hesitate and  send us a message.


Invalid PIN, Token or OTP.

Some of the bank providers use PIN, Token or OTP (One-Time Password) as an authorization method. This may be generated within your mobile device, keychain or any other hardware device. ๐Ÿ“ฑ

In case you receive an error message that the PIN, Token or OTP is invalid, you should double-check that you've filled the security method correctly in the app. ๐Ÿง We'd recommend you to try both mobile and Web App, however, please note that the security token is valid for only one login session.

If youโ€™re still experiencing the issue, send us a message.


Provider asked to perform an action. Please, log in to your web client. 

As said, your bank provider requires some actions within the bank's interface. You must sign in to your Online Banking and check whether are you asked to update your personal data (e-mail, phone number, etc.), give your consent (Read and Agree to the Terms and Conditions), close a notification (going paper-free), etc. ๐Ÿง

Once you perform all the required actions, go back to the app and try to sync your bank account again. You can also try to turn off the option to save credentials for automatic updates in the Settings of the app and sync the bank account afterward. This might help as well! ๐Ÿคž

Still having trouble?

If youโ€™ve tried everything and you're still getting the same error message, send us a message with the following:

  • Email address you use with Spendee
  • Name of the bank provider/bank wallet
  • Web address of the login page (where you log into your Online Banking)

Provider unavailable, try again later. / Provider is having some maintenance work. Please, try again later. 

Your bank provider is most probably unavailable as of now. ๐Ÿ˜ด You should check whether you can access your Online Banking or whether it is under maintenance. In case the issue persists for a couple of days and you're able to log into the bank's interface in the meantime,  send us a message.


Transactions stopped importing.

Your account was working just fine and suddenly the latest transactions stopped fetching in? Let's check what's wrong. ๐Ÿค”

In some cases, it could take up to three days for a transaction to import (due to weekends or holidays), but if it's been longer than that itโ€™s time to dig in. โ› First, you should log into your Online Banking and check whether the transactions have been already posted there. Some of the banks can't display "pending/blocked" transactions, therefore, they won't be visible in Spendee too. 

In case the missing transactions are displayed in the bank's interface and it's already a few days since they're missing in Spendee, send us a message with the following:

  • Email address you use with Spendee
  • Name of the bank provider and bank wallet (in case it's only for specific accounts)
  • Date and amount of missing transactions (preferably a screenshot from your Online Banking - without sensitive data of course ๐Ÿ˜‰)

Transactions haven't been imported.

After you connect your bank account, the initial sync should fetch at least 2 months of your transaction history. In case you can't see the transactions just upon the sync, please, try to wait for a bit a then sync the bank account again (preferably in the Web App). There might a bit of a delay. ๐Ÿ˜‡

However, in case the issue persists for more than 24 hours, you should definitely send us a message with the following:

  • Email address you use with Spendee
  • Name of the bank provider and bank wallet (in case it's only for specific accounts)
  • Date and amount of missing transactions (preferably a screenshot from your Online Banking - sensitive date may be hidden)

Some transactions have been missing.

If most of your transactions are synced correctly, but a few of a specific time-frame or some random transactions are missing, please, make sure they're indeed displayed within your web Online Banking. In case you can see them there, please, don't hesitate and send us
a message
with the following:

  • Email address you use with Spendee
  • Name of the bank provider and bank wallet (in case it's only for specific accounts)
  • Date and amount of missing transactions (preferably a screenshot from your Online Banking - without sensitive data of course ๐Ÿ˜‡)

Transactions have been importing more than once.

Duplicates may occur for a number of reasons but it typically means something about the transactions has changedโ€”such as date, description, amount, formatting, etc. If the duplicates appear within your account, it's unfortunately not possible to delete them manually so please don't hesitate and send us a message with the following:

  • Email address you use with Spendee
  • Name of the bank provider and bank wallet (in case it's only for specific accounts)
  • Date and amount of duplicated transactions (preferably a screenshot from the Spendee app)

It would be also really helpful if you could tag all the incorrect (duplicated) transactions with the hashtag #duplicate. This will help us to troubleshoot the issue and delete the duplicates much faster! ๐Ÿš€


Transactions have been imported with incorrect amounts.

Transactions can import with the wrong amount for a variety of reasons, but the good part is, that this is generally a one-time thing. ๐Ÿ™ŒIf such issue occurs, send us a message with the following:

  • Email address you use with Spendee
  • Name of the bank provider and bank wallet (in case it's only for specific accounts)
  • Date, amount and currency of incorrect transactions (preferably a screenshot from the Spendee app)
  • Screenshot from your Online Banking of the correct transactions

Bank accounts disappeared

Did you connect your bank accounts to the app and they've suddenly disappeared later? First of all, we're really sorry about such an issue to occur. ๐Ÿ™ Second, there is a way to enable your accounts again!

We recommend using the Web App a follow these steps:

  • Open the settings in the right upper corner
  • Go to the "connected bank accounts" option
  • Find your accounts and check the box next to the bank account name

Voila! ๐ŸŽ‰Your bank accounts are back in the list of your wallet!

You can do this via the mobile app too, but we still recommend the Web App instead. Nevertheless, we hope to resolve this issue ASAP, please, bear with us. ๐Ÿ˜‡

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