Troubleshooting Linked Accounts

Dealing with import issues can be nerve-racking, to say the least. Choose your own import adventure below and we can get you the help you need!

I can't connect.

I can’t import transactions.

My transactions are wrong.

My accounts are wrong.

I still need help.


My credentials aren’t working.

Your spouse, neighbor and second cousin have all stood by as you’ve ever so s-l-o-w-l-y entered your password again...and again. We know you (and your entire extended family) know your credentials are correct, but alas—butterfingers aren’t always the culprit.

Steps to Take

1
Check YNAB's status page for current widespread issues—we may already be on the case!
2
Make sure the web address you use to log into your online banking matches the web address you see in YNAB. There can be multiple options for each financial institution so be sure to choose the closest matching web address. 

3
If you’re using a password manager or copy/pasting, try typing your login credentials in manually. Both can sneakily add extra spaces to your username or password.   
4
If your password is longer than 32 characters, try shortening it.
5
If you're using any type of content / ad blocker, ensure Google reCAPTCHA is whitelisted. If this made your eyes cross, don't worry—you’re probably not using it. 😉
6
Right now, our import partners are unable to support passwords that contain an ampersand "&", pipe “|”, tilde “~”, or angle bracket "< or >". If you update your password to remove those characters, you should be able to connect.
7
Remove the connection and re-link the account(s). This often gets confused with the Unlink button. Don't worry, you won't need to remove the account—just the connection—and you won’t lose any of your data!

Still having trouble?

If you’ve tried all that and you're still getting a message about your credentials being invalid, send us a message with the following:

  • Name of your financial institution
  • Number of characters in your password
  • Web address for your financial institution's homepage
  • Web address of the actual login page (if it differs from above)
  • A screenshot of your online banking account summary page—with the web address of that page showing in the browser and any important personal information blocked out. (Instructions for Mac or PC)

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I have to reconnect every day.

If you're being asked to answer your security questions or enter a one-time passcode over and over, it’s not because you’re starring in the Groundhog Day remake. The good news is it also doesn’t mean your connection is broken—it just wants proof upon proof you’re you and not a bad actor. 

Security Questions

When establishing a connection to a new institution, or if you have recently removed and re-added your connection to troubleshoot another issue, you may be prompted to answer your security questions frequently until all answers are stored. These prompts should stop once you have answered all of your security questions.

One-Time Passcode (OTP)

Some financial institutions require you authorize frequently due to how our integration works with their site security. This can change (i.e. appear and disappear from seemingly nowhere) as institutions make site and security updates.

We can’t alter this requirement, but fortunately, you don't need to authorize the connection every time it asks—only go through the prompts when you're ready to import new transactions.

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My connection is blocked.

If your connection is blocked, this typically means there's an alert or message to acknowledge on your online banking account. This can be anything from small notifications (Hi! We miss you.) to paperless billing requests (Like trees? Us, too!).

Steps to Take

1
Log into your financial institution and see if there are any actions you need to take. Many financial institutions only show alerts on the web version of their online banking, so it’s generally best to check from a computer instead of a mobile device.
2
Head back over to YNAB and try connecting again!

Still having trouble?

If your connection is still blocked, send us a message with the following:

  • Name of your financial institution
  • Did you log into your online banking site from a computer to look for and acknowledge any alerts?
  • A screenshot of your online banking account summary page—with the web address of that page showing in the browser and any important personal information blocked out. (Instructions for Mac or PC)

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I’m not receiving my passcodes.

When your connection asks for a code you never receive, it can feel like a bad joke. So bad, in fact, that it may be as simple as updating your contact information. Jokes on you, code-sender. 😏

Steps to Take

1
Log into your financial institution's website and make sure all of your contact information is filled in and up-to-date.
2
Try removing and re-adding the connection (not the account!) in YNAB.
3
Attempt to connect in YNAB again and make sure the contact information we present matches what's on the institution's website.
4
Try each option (call, text, carrier pigeon🐦) to see if you have better luck with one over the other.
5
Are you using a third-party authentication app (such as Authy or Google Authenticator) with your financial institution? We’re unable to support these so you’d need to switch authentication methods to connect.

Still having trouble?

If you’re still not receiving passcodes, send us a message with the following:

  • Name of your financial institution
  • Web address of your financial institution's homepage
  • Date and time (including timezone) of your last attempt

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My financial institution updated their website.

Finally—your financial institution has a flashy new website you can brag to your friends about. Your connection in YNAB, though? Not so hot. We all love a good makeover, but this means some corresponding changes need to be made on our end, too.

If you’re having trouble connecting or importing transactions after your financial institution modified their web address, updated their website, or changed their security requirements, send us a message with the following:

  • Name of your financial institution
  • Web address of your financial institution's homepage
  • Web address of the actual login page (if it differs from above)
  • A description of the updates made and the issue you’re having

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My financial institution isn’t listed.

Not every financial institution is available for Direct Import. (Sorry Under-Your-Mattress Credit Union devotees!) We also don’t support those outside of the US and Canada. Still, we hope you’ll take a moment to suggest the one you’re looking for right in the app. 

When we’re ready to expand our support to more financial institutions, we’ll know right where to look. 

But...

Don't stop there!

We offer other transaction entry options to help you keep your budget updated. And remember, it's still best to enter transactions right away. This way your budget is always up-to-date in real time!

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Transactions stopped importing.

Your account was chugging along just fine, you were assigning and approving transactions like a champ when suddenly it all came to a screeching halt. 

Financial institutions are just like all of us—they like to kick their feet up on weekends and holidays. In some cases it could take up to three days for a transaction to import, but if it's been longer than that it’s time to dig in.

Steps to Take

1

Check our status page — we may already be working on it!

2

Try removing the connection. This often gets confused with the Unlink button. Don't worry, you won't need to remove the account—just the connection—and you won’t lose any of your data!

3
While adding the connection back, be sure to:

Still having trouble?

If transactions still aren’t importing, send us a message with the following:

  • Name of the financial institution
  • Nickname of the account in YNAB
  • Date of the last transaction that imported 
  • Date, payee, and amount of a few transactions that haven't imported, but cleared your online banking account 3+ days ago

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Transactions have never imported.

New transactions typically become available to import within 24 hours of being cleared by your financial institution. When you’re eager to budget (as we all are!) this can feel like an eternity

Weekends, holidays, and timing can all contribute to a wait time for transactions, so some cases it could take up to three days for a transaction to import. If it's been longer than that, it’s time to dig in.

Steps to Take

1
Be sure you're logged in under the primary account holder's credentials. If you’re unsure, you can remove the connection and create it again.
2
Look for a check mark to the right of the account name. If you don’t see one, link your account with the connection.

3
Note the date of your starting balance. Transactions that fall prior to this will not import. If you’d like them to, you can edit the date of your starting balance. Be sure to adjust the balance itself, too!
4
Is this an investment or loan account? Yes!

Still having trouble?

If transactions still aren’t importing, send us a message with the following:

  • Name of the financial institution
  • Nickname of the account in YNAB
  • Dates and amounts of a few transactions that haven't imported, but cleared your bank account 3+ days ago

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Some transactions are missing.

If most transactions are importing, but you’re missing a specific time-frame (or some random transactions), there are a few different reasons this can happen. Before you put those missing transactions on a milk carton, there are a few things to consider. 

Steps to Take

1
Consider your login activity. If you went more than a month between logging into YNAB and there was an error on the connection during that time, once the error is resolved we only look back two weeks for transactions. If you think this is your situation, please use our other transaction entry options to add those.
2
Note the date of your last reconciled transaction. YNAB will not import transactions dated 3 or more days prior to this date. If the transactions you’re missing are older than that, you’ll need to add them by hand.
3
Note the date of the starting balance in the account. Transactions that fall prior to this will not import automatically. If you'd like them to, you can edit the date of your starting balance. Be sure to adjust the balance itself, too!

Still having trouble?

If transactions are consistently missing from future imports, send us a message with the following:

  • Name of the financial institution
  • Nickname of the account in YNAB
  • Date, amount, and payee of a few recent missing transactions

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Transactions are delayed.

Delays are never fun—especially for us budgeting enthusiasts! 🤓 But there are a few variables that can cause transactions to take a little longer to show.

  • Weekends/Holidays: Most financial institutions aren’t fully operational on non-business days. If a transaction isn’t cleared before the end of the business day on Friday, it typically won't import until the beginning of the next week.
  • Release time: Your financial institution may hold a transaction as “pending” for a day or two, even if the transaction is shown in your account online. We don’t import pending transactions, but they are typically available to import within 24 hours from the time they clear.
  • Timing of import: There’s no universal standard between financial institutions for when transactions will post. This means transactions may not have been available to us when we last checked.
  • Loading time: When you first access YNAB, it can take up to 5 minutes for new transactions to show next to 'Import'.

Delays of up to 3 days are not unusual, but if you find you're consistently waiting longer than this for cleared transactions to import, it may mean there’s an issue with our integration (or your financial institution may be on a unique release schedule). 

Steps to Take

The next time you’re waiting on cleared transactions to import:

1
Sign in to YNAB and wait 3-5 minutes. We know that can feel like an eternity, but it can take a little time to spin all the spinning wheels.
2

Don’t unlink the account or remove the connection. 

3

When an account has transactions available to import, you’ll see a notification dot next to the account name. If you don’t see a dot next to the account, try refreshing your browser.

Still having trouble?

If it's been more than three days and transactions still aren’t available to import, send us a message with the following:

  • Name of the financial institution
  • Nickname of the account in YNAB
  • Date, amount, and payee of a few transactions that haven't imported, but cleared more than 3 days ago

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Investment/loan transactions aren’t importing.

Maybe you’ve just finished setting up your first IRA after reading through YNAB’s Invest Like A Pro course. Or you’re about to pay off the loan on that 1982 DMC Delorean. You add it to your budget, link it up to a connection, but then...radio silence.

The data for investment and loan accounts is handled differently than regular spend accounts, so it’s not uncommon for them to import incorrectly or not at all.

The best way to manage these in your budget are as unlinked Tracking accounts. This way they don’t impact your daily budget but you can still keep an eye on your net worth. 📈 

Steps to Take

1
Set up the account as an unlinked Tracking account, if you haven't already (Tracking > Asset or Liability).
2
Create a Scheduled Transaction to show regular contributions or payments. Or, if you have a lot of activity in the account, give File-Based Importing a try in the web app!
3
Update the balance as frequently as you wish.

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I got a replacement credit card.

Sometimes your credit card is replaced, for better (upgrade me, please!) or worse (no thank you, fraud!). We hope it was for better, but either way it may take up to 48 hours for it to show under the connection. 

Once your account shows up, you'll need to unlink from the original card and re-link to the new one to bring in your transactions.

Steps to Take

1

Hover over your credit card account in the left-hand sidebar.

2

Select the edit icon and choose  Unlink Account.

3

Hover over the account again, and choose  Link Account.

4

Select your existing connection to this financial institution.

5

Look for the new card (you may need to scroll!) and select it. This will link it up with your existing account and get it importing again.

Still having trouble?

See I'm missing an account, Transactions stopped importing, or send us a message.

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Transactions are importing more than once.

Duplicates can occur for a number of reasons but it typically means something about the transactions changed—like the date, payee, memo, amount, formatting, etc. They’re a bit of a sticky wicket so it’s difficult to detect and eliminate them entirely, try as we might!

Steps to Take

1

To remove duplicates from your register, select the transactions you don't need using the checkboxes to the left (or the top checkbox to select them all at once) and choose Edit > Reject.

2

Once they're removed, reconcile your accounts to be sure your balance is spot on.

Still having trouble?

While duplicate transactions may import occasionally, if every transaction is duplicated with each new import, send us a message with the following:

  • Name of the financial institution
  • Nickname of the account in YNAB
  • A screenshot of how those transactions look in YNAB. (Instructions for Mac or PC)
  • A screenshot of how they look in your actual online banking account with any important personal information blocked out. (Instructions for Mac or PC)
  • If you've noticed they were still "pending" with your financial institution

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The starting balance is wrong.

On your mark! Get set!...wait, that’s not right. Starting balances show up incorrectly every now and then but, fortunately, they’re easy to fix and don’t indicate there will be any issues moving forward. 🎉

Steps to Take

After linking your account, you can edit the starting balance right in the account register

Still having trouble?

If you’re still experiencing issues as you move forward, send us a message with the following:

  • Name of the financial institution
  • Nickname of the account in YNAB
  • A description and/or screenshot of the issue. (Instructions for Mac or PC)

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Transaction amounts are reversed.

If inflows and outflows are importing incorrectly, you may begin to think your employer is charging you to work for them, or your grocery store is paying you to shop there. 🤔

When amounts are reversed, there are two possible causes; the financial institution is formatting their data unexpectedly or there's an integration issue.

Steps to Take

1

First, let’s get your account cleaned up. If you haven’t already, go ahead and switch the amounts manually and reconcile to be sure your balance is spot on.

2

If there are a lot of transactions, reversing them one by one may be tedious. For that we recommend deleting the transactions and using File-Based Importing instead. You can swap the inflow/outflow columns with one click!

3

Now, to narrow down the cause of these reversed amounts, download a file from your financial institution (QFX or CSV), if you haven't already, and open it up. Or, if you’d prefer, you can send it to us for inspection. 🔎

4

If you see negative symbols "-" in front of your inflows and/or no negative symbol in front of your outflows this means there is an issue with the data. Please reach out to your financial institution directly to let them know. This will help ensure the issue gets resolved at the root!

Still having trouble?

If the financial institution’s data is being formatted correctly, send us a message with the following:

  • Name of the financial institution
  • Nickname of the account in YNAB
  • A screenshot of how those transactions look in YNAB. (Instructions for Mac or PC)
  • A screenshot of how they look in your actual online banking account with any important personal information blocked out. (Instructions for Mac or PC
  • QFX or CSV file downloaded from your financial institution

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Payees are wrong.

We try our best to deliver accurate payees, but there are a few unique scenarios where they can go awry. You may find helpful information is removed, too much information is included, or perhaps the payee is entirely incorrect—oh my! 😰

Steps to Take

To narrow down what could be going on, head to Manage Payees and see if you need to combine, rename, or edit a payee rule. You can also edit the payee right in your register.

Still having trouble?

If payee renaming isn’t the culprit and you’re consistently seeing incorrect payees, send us a message with the following so we can narrow it down even further:

  • Name of the financial institution
  • Nickname of the account in YNAB
  • A screenshot of how your financial institution displays the payee. (Instructions for Mac or PC)
  • What you were expecting the payee to import as 
  • What you see after "Imported As..." when you hover over the payee (in the web version of YNAB)
  • What you see when you click on the payee and expand Bank Import Details (in the web version of YNAB)
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    Transactions are importing into the wrong account.

    Confused because your daily treat-yo-self cappuccino purchases that should be in your checking account are importing into your hardware store credit card? When this happens, there are two possible causes—the account is linked incorrectly or there's an integration issue.

    Steps to Take

    1

    First, let’s get your transactions where they belong. If you have imported transactions into the wrong account, you can move them from one to the other by selecting them, going to the Edit menu at the top of the register, and choosing Move to Account. That way you don't have to delete and re-enter them!

    2

    Now, let’s be sure your accounts are linked correctly. You can verify this by hovering over the name of your account in the left sidebar, clicking the edit icon, and confirming the account it’s linked with.

    3

    If it’s not correct, choose  Unlink Account and relink it to the correct account

    Still having trouble?

    If your accounts are linked correctly, but importing into the wrong account, send us a message with the following:

    • Name of the financial institution
    • Nickname of the account where the transactions belong
    • Nickname of the account where they appeared incorrectly
    • Date, payee, and amount of at least one transaction that imported incorrectly

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    Transaction amounts are wrong.

    Transactions can import with the wrong amount for a variety of reasons—all of which have us scratching our heads. In most cases, it’s a one-time thing and you can get squared away by editing the amount right in the account register.

    If new transactions are  continuing to import with the wrong amounts, send us a message with the following:

    • Name of the financial institution
    • Nickname of the account in YNAB
    • A screenshot of how those transactions look in YNAB. (Instructions for Mac or PC)
    • A screenshot of how they look in your actual online banking account with any important personal information blocked out. (Instructions for Mac or PC)

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    I don’t see any accounts.

    A connection without any accounts is like a budget without any categories. Not. Helpful. If you’re successfully connected to your financial institution but still not seeing any, here are the next steps to take.

    Steps to Take

    1
    Confirm you’re choosing the correct connection option. Some financial institutions have multiple portals depending on the account type. For example, if you’re adding a credit card, Discover Card is a better option than Discover Bank. To be sure you’ve got the right one, search our list by selecting Add Account > Linked, type in the name of your financial institution, and review all potential options.
    2
    Right option, but still no accounts? Refresh the connection by removing and re-adding it.
    3
    Give it a little time. ⏲ Accounts may take around 24-48 hours to appear after adding your connection back.

    Still having trouble?

    If your accounts don’t appear after 48 hours, send us a message with the following:

    • Name of financial institution
    • Web address you use to login directly with this institution
    • Type of accounts you expect to see (checking, investment, etc.)
    • A screenshot of your online banking account summary page—with the web address of that page showing in the browser and any important personal information blocked out. (Instructions for Mac or PC)

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    I’m missing an account.

    We know you’re excited—you’ve opened a shiny new account, eagerly opened your budget and...it’s nowhere to be seen. 

    It's been 48 hours since this account appeared on your financial institutions website (you know 'cause you're on top of this stuff!), but it's still not in YNAB. 😔

    Steps to Take

    1

    Financial institutions may have multiple portals depending on the account type you’re looking for. For example, if you’re adding a credit card, Discover Card is a better option than Discover Bank. 

    To be sure you’ve got the right one, search our list by selecting  Add Account > Linked, type in the name of your financial institution, and review all potential options.

    2

    If you’ve confirmed you’ve got the right option, open up an Incognito/Private window and sign in to YNAB again. (Instructions for Safari, Chrome, Firefox, Edge)

    3

    Refresh the connection by removing and re-adding it. Don’t worry—you won’t lose any transaction data!

    4

    Give it a little time. ⏲ Accounts can take 24-48 hours to appear  after adding your connection back. 

    Still having trouble?

    If it’s been 48 hours since you’ve removed and re-added the connection and you still don't see the account, send us a message with the following:

    • Name of your financial institution
    • Name of the missing account, exactly as your financial institution lists it
    • Type of accounts you’re missing (checking, investment, credit, etc.)
    • Last four digits of the account number
    • A screenshot of your online banking account summary page—with the web address of that page showing in the browser and any important personal information blocked out. (Instructions for Mac or PC)

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    I have multiple versions of the same account.

    As fun as it would be to have all the dollars from those duplicate accounts, it’s wiser to keep things based on some semblance of reality, right? 😉 Duplicate accounts can pop up when a financial institution makes any sort of change to your account data—leaving old versions of accounts “dead-ended” even though they're still visible on the backend.

    Steps to Take

    1

    While linking the account, you may see multiple versions of the same one. Choose the one that most closely aligns with your current balance.

    2

    If this is the first time you’re linking the account and the starting balance is wrong, you can edit it right in the account register.

    Transactions should import normally moving forward

    Still having trouble?

    If you're still having trouble, send us a message with the following:

    • Name of your financial institution
    • A screenshot of your online banking account summary page—with the web address of that page showing in the browser and any important personal information blocked out. (Instructions for Mac or PC)
    • Or, see Transactions stopped importing.

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    Send a Message

    If you've tried the troubleshooting steps provided, and your connection still isn't working, it's time to send us a message. Depending on where you're reading this article, you have some options:

    • If you have a gray "x" in the upper right corner, that's your path to Send a Message—which will even give you an option to chat with us if we're available!
    • Otherwise, down below you'll see a link to Contact Us.
    • And you can always email us at [email protected]

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