If linked account data is missing, first check the financial institution’s own website or app. If the information appears there, review the connection status in the app that uses the data, complete any requested bank verification or secure relink, and allow for the provider’s update timing. If the problem continues, contact that app’s support team with the affected account and dates—never send your password or one-time code.
Why account aggregator data can be missing
A linked account can appear connected even when updates are failing or delayed. Missing data may also come from a bank-side login or verification requirement, an unsupported account feature, or an institution connection problem. The exact labels, update schedules, and recovery steps depend on the financial app and the aggregator it uses.
Plaid’s troubleshooting guidance describes these possibilities for apps that use Plaid; it is an example, not a schedule or procedure that applies to every aggregator. Plaid’s connection guidance and its data troubleshooting steps explain common cases.
Check the bank before troubleshooting the app
- Sign in through the institution’s official website or app. Confirm that the affected account is visible and check whether the missing balance or transactions appear there.
- If the data is missing at the bank, contact the institution. An aggregator cannot reliably provide information that is unavailable in the institution’s online banking portal, or that appears differently there. Plaid documents this check in its transaction troubleshooting guide.
- If the data is present at the bank, continue in the financial app. Note the affected account and the dates or transaction details that are missing so you can describe the problem accurately if you contact support.
Check that the bank and account are supported
If the institution does not appear in the app’s account-linking search, check that app’s supported-institution information or ask its support team. For Plaid connections, a bank may be absent because it does not use Plaid, the app requires a data or authentication feature that is not supported, or a reliable connection cannot be established at that time. The app may offer another linking method; ask about alternatives rather than assuming the institution is unavailable everywhere.
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Support for a bank in one app does not guarantee that another app supports the same bank, account type, or data feature. Confirm that the specific account and information you need are supported. Plaid’s guide to connection issues describes these institution-level possibilities.
Review the connection status and complete requested actions
Look in the app for a connection error or a prompt to reconnect or update the account. A connection may need attention because login details changed, the bank requires additional authentication, the account is incompatible with the feature being requested, or the aggregator is having a connection problem.
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- Open the affected institution or account in the app and review its displayed connection status.
- If prompted, use the app’s secure relink or account-update flow. Enter credentials only in the legitimate sign-in flow; do not send them to support.
- If the bank shows a new notice, requires a login change, or has locked the account, resolve that issue directly with the institution before retrying the connection.
For Plaid connections, Plaid’s connectivity troubleshooting guidance covers authentication and other connection issues. Other services may use different prompts and processes.
Allow for update timing and check for service issues
A transaction can show on the bank’s site before it reaches the app. Plaid says its transaction retrieval is periodic and varies by institution: updates may happen daily or every few hours, and the results reflect the last time Plaid retrieved the data. That timing describes Plaid, not all account aggregators, and it is not a guarantee that a particular transaction will appear within a set period.
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If the app reports a healthy connection, check its status page or ask support whether the institution is experiencing a known issue. Plaid explains its endpoint timing in its guidance on transaction data updates.
Match the symptom to the next step
| What you see | Possible explanation | What to do |
|---|---|---|
| The bank is absent from the app’s search list | The institution may not be supported by that app or provider, a required feature may be unavailable, or the connection may be unreliable. | Check the app’s support information and ask whether another linking method is available. Plaid connection guidance |
| The app asks for login details or MFA again | Credentials may have changed, or the bank may require additional authentication or another action. | Use the app’s secure relink flow and resolve any bank-side prompts. Plaid connectivity guidance |
| The balance updates, but recent transactions do not | Transaction retrieval may be delayed or periodic, or transaction data may have a separate issue. | Compare against the bank, allow for the provider’s update cycle, and contact the app if the gap persists. Plaid update-timing guidance |
| The account is connected, but a date range is missing | There may be a delay, an unhealthy connection, an institution error, or a difference between the app and the bank portal. | Check for an app error or known institution issue, then give support the affected dates. Plaid transaction troubleshooting |
| Only one account type is missing | That account or requested feature may not be supported by the app-provider combination. | Ask the app whether it supports the specific account type and data you need. Plaid connectivity guidance |
Contact support if the data still does not appear
When basic checks do not resolve the problem, contact the financial app’s support team. The app can determine whether the issue needs investigation by its provider or the institution; an end user may not have access to the connection identifiers or logs needed for that work.
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Include the institution name, affected account, missing date range or specific data, when the information appears at the bank, and any error message shown in the app. Use the app’s official support channel, and do not include your password or one-time verification code. Plaid’s guidance for investigating data issues describes how connection information can help diagnose unresolved cases.
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