⚠️ Important: When a bank feed stops syncing, refresh or reconnect the existing bank account — do not use Add account to create a second one. Adding a new account for a bank you already have connected splits your records across two ledgers and stops deposits from matching.
What's happening when a feed "breaks"
A red X on the account card, a "source account was deleted" message, or a "login required / re-authentication" prompt means the Plaid connection needs to be refreshed. It does not mean the account is gone or that you need a new one. Your bank account, its GL ledger, and all matched history are still intact.
What to do
Work through these in order — stop as soon as records start flowing again:
Force a manual fetch first. Go to Connections, filter for Plaid, and click Fetch. This pulls the latest records from your bank and often clears a temporary sync gap on its own.
If the connection needs re-authentication (red X or "login required"), reconnect it: go to Bank Reconciliation, click the ellipsis (⋯) menu on the affected account card, and select Manage Connection → Reconnect Bank Sync, then follow the Plaid prompts.
Both actions refresh the feed on the same account, so new records keep flowing to the same ledger and matching continues normally.
If Fetch and Reconnect both fail
Sometimes the underlying Plaid source is fully inactive and neither Fetch nor Reconnect can restore it. Do not add a new account as a workaround. Instead, reply in the support chat and let the team re-establish the feed on your existing account. Adding a second account is not the fix and creates cleanup work.
Why adding a new account causes problems
If you add a second account for a bank you already have:
Your Default Payout Bank Account setting still points at the original account, so new deposits keep posting to the old account's GL ledger.
The imported bank records land on the new account.
Because the deposits are on one ledger and the bank records on another, Bank Reconciliation can't match them — and owner statements can't be produced until it's untangled.
If you've already added a duplicate account, don't delete anything — contact support so the feed and the Default Payout Bank Account mapping can be corrected safely.
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