Something Isn't Right! There's a Bug in YNAB!

Do you think you've found a bug? (We wish it weren't possible, but it is!) We'd love to hear from you, but first, here are some troubleshooting steps that you can try. Even if they don't immediately fix your issue, they do help us narrow down what's causing the issue and help us be able to fix things much more quickly!

The best way to reach out to us about what you’re seeing is through this form. It helps make sure we get all the information we need to jump right in (and save you some back and forth.) If you’d rather send us a message, you can do that by using the Send a Message button right in the app – just click the blue question mark.

In This Article

There are different ways that bugs and issues can pop up within YNAB. Choose the link below that best describes the issue you're experiencing to see troubleshooting steps and tips, and to find the information we would need if you do send us a message!

Visual Issues (Something doesn't look right)

If something in your budget looks off, like the colors are wrong, alignments are off, or you see a button that's missing or out of place, these steps will help determine if it's something in your computer or phone's settings, or if it's an issue that we need to dig into here at YNAB.

On the Web

First, try to use YNAB in another browser or a private window. Do you still see the issue? If not, you’ll want to go ahead and clear your cookies and cache (here are instructions for Chrome, Firefox, Safari, and Edge—note that Internet Explorer is no longer a supported browser). So that you know, you will lose certain information that your browser remembers, so you may have to reset logins, etc.

If that doesn’t fix things, it often means that a browser extension is causing problems. If you use any, go ahead and turn them off one at a time until you figure out which one is causing the problem. We’d love to know which one it is so that we can look into it. You can also contact the extension developer to let them know it caused this problem.

If it’s still not looking right, we’d love to dig in further. Reach out to us through  this form or send us a message and include the following things to help us troubleshoot:

  • Send over a screenshot or a quick screencast video. We use a simple, free tool called CloudApp that will let you record up to 15 seconds.
  • To help us test in a similar environment, head to whatsmybrowser.org, select "Copy" and send us the link. It’ll tell us your browser details, operating system, browser size and screen size, but does not share your IP address with us.
  • Which extensions do you have installed on your main browser?
  • Which other browsers did you try, and did you see the same result?
  • Lastly, enable Support Access for your account, which will allow us to check out your budget through read-only access. This helps us look for anything that could contribute to this within your budget and lets us run some tests to make sure your budget is running smoothly.

On Mobile

First, if you haven't already, go ahead and delete then reinstall the mobile app.

If it’s still not looking right, we’d love to dig in further. Reach out to us through this form or send us a message and include the following things to help us troubleshoot:

  • Send us a screenshot or a quick screencast video of what you’re seeing.
  • Enable Support Access for your account, which will allow us to check out your budget through read-only access. This helps us look for anything that could contribute to this within your budget and lets us run some tests to make sure your budget is running smoothly.
  • To have all the other details we need on hand, sending in some logs right after you notice the issue happening would be super helpful. On the Budget tab, tap the Settings gear icon and under Misc, select “Send in Diagnostics" and write a brief message letting us know why you're sending logs. Don't forget to select "Include Your Budget File" before pressing Send -- it allows us to see whether any numbers in your budget are causing things to look strange.

Broken Elements (Something Doesn't Work Right!)

On Web

First, try to use YNAB in another browser or a private window. Do you still see the issue? If not, you’ll want to go ahead and clear your cookies and cache (here are instructions for Chrome, Firefox, Safari, andEdge—note that Internet Explorer is no longer a supported browser). So that you know, you will lose certain information that your browser remembers, so you may have to reset logins, etc.

If that doesn’t fix things, it often means that a browser extension is causing problems. If you use any, go ahead and turn them off one at a time until you figure out which one is causing the problem. We’d love to know which one it is so that we can look into it. You can also contact the extension developer to let them know it caused this problem.

If none of that works, reach out to us through this form or send us a message and include the following things to help us troubleshoot:

  • Send over a screenshot or a quick screencast video. We use a simple, free tool called CloudApp that will let you record up to 15 seconds.
  • What steps did you take in YNAB just before seeing this issue?
  • To help us test in a similar environment, head to whatsmybrowser.org, select "Copy" and send us the link. It’ll tell us your browser details, operating system, browser size and screen size, but does not share your IP address with us.
  • What other browsers did you try?
  • What extensions do you have installed?
  • Finally, please enable Support Access for your account and let us know the name of your budget, which will allow us to check out your budget through read-only access. This helps us look for anything that could contribute to this issue within your budget and lets us run some tests to make sure your budget is running smoothly.

On Mobile

First, go ahead and delete then reinstall the mobile app, if you haven't already. That often clears up small issues very quickly.

If you're still experiencing this issue, reach out to us through this form or send us a message and include the following things to help us troubleshoot:

  • To have all the details we need on hand, we'd like to have you send in some logs right after you notice the issue happening. On the Budget tab, tap the Settings gear icon and under Misc, select “Send in Diagnostics" and write a brief message letting us know why you're sending logs.Don't forget to select "Include Your Budget File" before pressing Send. This allows us to see whether any specific numbers in your budget are part of the issue.
  • Send through a screenshot or a quick screencast video, if possible.
  • Next, to help get the same result, let us know the exact steps (if applicable) you took before you saw this issue.
  • Lastly, please enable Support Access for your account, which will allow us to check out your budget through read-only access.This helps us look for anything that could contribute to this within your budget and lets us run some tests to make sure your budget is running smoothly.

Slow Budgets (The Web App is acting really slow!)

Every once in a while, a budget gets a little buggy and starts acting really slow. It may be taking a long time for you to perform simple tasks, or you may notice YNAB using a lot of your computer's resources. This isn't an issue we see on mobile, so you'll only find steps for the web app listed here. If you're having an issue with a lagging mobile app, send us a message directly and we'll dig in!

On Web

To start with, here are a few steps you can take that often help to speed things up:

First, are you fully reconciling all of your accounts? Check out our instructions on the complete Reconciliation process – it’s more than just clearing transactions!

Second, does the speed improve if you turn on the filter to exclude reconciled transactions? Click on the 'Filter' button in the upper right to see that option. 

Third, if you try to use YNAB in another browser or a private window do you still see that same delay?

Lastly, budgets will occasionally reach the point where they are huge, old, and a little buggy. Over time, that can cause performance issues. This can especially happen if your budget was migrated from YNAB 4. If this is the case, you may want to consider doing a Fresh Start. A Fresh Start every 2-3 years is great for your budget whether you are experiencing performance issues or not. The added bonus is that it makes sure you don't experience performance lags due to accumulating years and years of data.

If none of that works, reach out to us through this form or send us a message and include the following things to help us troubleshoot:

  • To help us test in a similar environment, head to whatsmybrowser.org, select "Copy" and send us the link. It’ll tell us your browser details, operating system, browser size and screen size, but does not share your IP address with us.
  • Which extensions do you have installed on your main browser?
  • Which other browsers did you try, and did you see the same result?
  • Please enable Support Access for your account and let us know the name of your budget, which will allow us to check out your budget through read-only access. This helps us look for anything that could contribute to this within your budget and lets us run some tests to make sure your budget is running smoothly.

Syncing Issues

If you're running into an issue where transactions or budgeting aren't the same between mobile and web or even between two mobile devices, we'll want to figure out why things aren't syncing properly for you.

Let’s first rule out a few things that have tripped up YNABers in the past:

  • Double check to make sure you're logged in and using the same email address on both the web and mobile apps;
  • Do you also see the same exact budget name in both platforms? Here’s where you can check that on mobile, and on the web app (make a note of those budget names for future troubleshooting).
  • Check to make sure you are viewing the same budget month on both platforms.
  • Try dragging down on the screen in the mobile app to force a sync. On the web app, do so by refreshing/reloading your budget. Syncing typically happens automatically in the background, but this can be helpful if you’re looking at multiple devices at once, or if you’ve been offline for a bit.
  • Force quitting the app can cause issues with changes syncing and other important background processes. Are you in the habit of force quitting the YNAB app after making a change? If not, continue to the next steps below. If you are, test this possibility by stopping force quits for a few days.

If changes still aren’t syncing successfully, and if your budget is displaying correctly in a web browser—go ahead and delete then reinstall the mobile app. (If your budget is more up to date on mobile than on a web browser let us know before you delete the app!)

If you're still having trouble, reach out to us through this form or send us a message and include the following things to help us troubleshoot:

  • What is the exact name of the budget you are viewing on mobile?
  • What is the exact name of the budget you are viewing on the web?
  • Please enable Support Access for your account, which will allow us to check out your budget through read-only access. This helps us look for anything that could contribute to the issue within your budget and lets us run tests to make sure your budget is running smoothly.
  • To have all the other details we need on hand, sending in some logs right after it fails to sync a change would be super helpful. On the Budget tab, tap the Settings gear icon and under Misc, select “Send in Diagnostics" and write a brief message letting us know why you're sending logs.Don't forget to select "Include Your Budget File" before pressing Send so that we can really dig in!

YNAB Keeps Crashing!

If you're having issues where you are getting stuck on the loading screen, or your mobile app crashes, or you're seeing an error when you perform certain actions, you'll want to use the following steps and send in the related information to help us troubleshoot.

On Web

First, try to use YNAB in another browser or a private window. Do you still see the issue? If not, you’ll want to go ahead and clear your cookies and cache (here are instructions for Chrome, Firefox, Safari, andEdge—note that Internet Explorer is no longer a supported browser). So that you know, you will lose certain information that your browser remembers, so you may have to reset logins, etc.

If that doesn’t fix things, it usually means that a browser extension is causing problems. If you use any, go ahead and turn them off one at a time until you figure out which one is causing the problem. We’d love to know which one it is so that we can look into it. You can also contact the extension developer to let them know it caused this problem.

If the trouble persists, here are a few questions, things to try, and pieces of information that will help us dig into the issue further. Reach out to us through this form or send us a message and include the following things to help us troubleshoot:

  • Send over a screenshot or a quick screencast video. We use a simple, free tool called CloudApp that will let you record up to 15 seconds.
  • Did you take any specific steps that lead to this behavior?
  • Are you using a large budget—perhaps one that was migrated from YNAB 4?
  • Which extensions do you have installed on your main browser?
  • Which other browsers did you try, and did you see the same result?
  • To help us test in a similar environment, head to whatsmybrowser.org, select "Copy" and send us the link. It’ll tell us your browser details, operating system, browser size and screen size, but does not share your IP address with us.
  • Please enable Support Access for your account, which will allow us to check out your budget through read-only access.

On Mobile

If you haven't already, first delete then reinstall the mobile app.

If the trouble persists, here are a few questions, things to try, and pieces of information that will help us dig into the issue further. Reach out to us through this form or send us a message and include the following things to help us troubleshoot:

  • Do you remember if this started around the latest update to the mobile app or was there a specific date where it started happening?
  • Are you using a large budget—perhaps one that was migrated from YNAB 4?
  • So that we can see exactly what you see, please send us a screenshot or two or a quick screencast video.
  • Are you on Android or iOS?
  • What version of that OS is your device running?
  • What specific mobile device are you using?:
  • Which version of the YNAB mobile app you are running?:
  • If you are on an iPhone, check Settings > General > Language & Region and verify that your phone is set to use the Gregorian calendar. On iOS a non-Gregorian calendar setting is known to cause crashes.
  • Please enable Support Access for your account, which will allow us to check out your budget through read-only access. Let me know if you decide to do so—and the name of the budget—and we’ll help you get to the bottom of what’s happening!
  • Skip this step if you aren’t able to login to the app at all. If you are able to login, we'd love to have you send in some mobile logs right after the issue happens. On the Budget tab, tap the Settings gear icon and under Misc, select “Send in Diagnostics" and write a brief message letting us know why you're sending logs. Don't forget to select "Include Your Budget File" before pressing Send so that we can really dig in!

Number Related Issues (Something isn't adding up or matching)

If the numbers on your budget seem to be acting strangely or things don't seem to be adding up, these steps can help us dig in to what's happening. If you have transactions that just won't match, these steps will be helpful in figuring that out as well.

A note about matching issues: You can manually match an imported transaction (via Direct Import or File-Based Importing) with an entered transaction. You also can only match a single imported transaction with a single manually entered transaction--two imported transactions cannot be matched. Imported transactions will automatically match up with transactions you’ve entered—as long as the amounts match exactly and the transaction dates are within 10 days of each other.

On Web

Reach out to us through this form or send us a message and include the following things to help us troubleshoot:

  • Send over a screenshot or a quick screencast video. We use a simple, free tool called CloudApp that will let you record up to 15 seconds.
  • To help us crunch those numbers, let us know the exact amount you’re currently seeing and the amount you are expecting to see as well as the exact label or location of that number.
  • Please don't delete or change anything (especially if you're having a matching issue) so we can diagnose exactly what's happening within your budget.
  • Lastly, please enable Support Access for your account, which will allow us to check out your budget through read-only access.This helps us look for anything that could contribute to this within your budget and lets us run some tests to make sure your budget is running smoothly.

On Mobile

If you haven't already––and if your budget is displaying correctly in a web browser––go ahead and delete then reinstall the mobile app. (If your budget is more up to date on mobile than on a web browser let us know before you delete the app!).

If that doesn't clear things up, reach out to us through this form or send us a message and include the following things to help us troubleshoot:

  • Send through a screenshot or a quick screencast video of the exact numbers that you’re seeing
  • To help us crunch those numbers, let us know the exact amount you’re currently seeing and the amount you are expecting to see as well as the exact label or location of that number.
  • Next, enable Support Access for your account, which will allow us to check out your budget through read-only access.This helps us look for anything that could contribute to this within your budget and lets us run some tests to make sure calculations in your budget are accurate and that it is running smoothly.
  • To have all the other details we need on hand, sending in some logs right after you notice the issue happening would be super helpful. On the Budget tab, tap the Settings gear icon and under Misc, select “Send in Diagnostics" and write a brief message letting us know why you're sending logs. Don't forget to select "Include Your Budget File" before pressing Send so that we can really dig in!
Did this answer your question? Thanks for the feedback There was a problem submitting your feedback. Please try again later.

Still need help? Contact Us Contact Us