Overview

When a client's bank connection breaks, LedgerSync can send them a secure link to fix it in under 30 seconds — directly from their phone. If you have multiple clients with broken connections, you can notify all of them in one batch using the Communication Center.

No phone calls. No manual follow-up. Clients receive a personalized SMS or email with a direct link to their specific bank.

This is one of LedgerSync's most powerful time-saving features. Firms with dozens of clients can resolve all broken connections in minutes instead of hours.

Step 1: Open the Communication Center

1. Click Client Actions in the top navigation bar.
2. Select the Communication Center tab.

You will see three panels:

• Reconnect and Add New Banks Invitation — for sending initial bank connection invites
• Manage Client Bank Connections — for notifying clients with broken connections
• Edit/Add Text Template Messages — for creating and managing your SMS and email templates

• Total bank connections across all clients
• Average connections per client
• Connected bank connections
• Bank connections with invalid credentials — this is the number that needs attention

Step 2: Set Up a Message Template (First Time Only)

Before sending notifications, you need at least one Issue type template. If you already have one, skip to Step 3.

1. In the Edit/Add Text Template Messages panel, click ADD NEW TEMPLATE.
2. Set Template Type to Issue.
3. Set Template Channel to SMS or Email (or create one of each).
4. Use the available Placeholders to personalize the message automatically:
   • Client Name — inserts the client's name
   • Bank Name — inserts the specific broken bank name
   • Link to Bank — inserts the unique secure link for that client and bank
   • Employee First Name — inserts your name so the client knows who it's from
5. Write your message text and click SAVE.

Example SMS template: "Hi {Client Name}, this is {Employee First Name}. Your {Bank Name} connection needs a quick fix. Click here to reconnect in 30 seconds: {Link to Bank}"

Step 3: Notify Clients with Broken Connections

1. In the Manage Client Bank Connections panel, click NOTIFY CLIENTS.
2. A list of all clients with broken or invalid bank connections appears, showing:
   • Client name
   • Bank name
   • Connection provider (MX or Mastercard icon)
   • Date of last notification sent
3. Select all clients you want to notify — or deselect any you want to skip. The header checkbox selects all at once.
4. Click NEXT.
5. Select your Issue message template.
6. Click NEXT and review, then send.

The Last Notification column shows when each client was last contacted. Use this to avoid over-messaging clients who were recently notified and haven't had time to act yet.

What the Client Experiences

Each client receives a personalized SMS or email containing a secure, unique link that takes them directly to their specific bank's reconnection flow. The process takes approximately 30 seconds and requires no LedgerSync login from the client.

Once the client completes the reconnection, LedgerSync automatically resumes fetching statements and transactions for that account.

Related Articles

• Four Methods to Invite a Client to Add Banks
• Communication Center — How to Invite Clients to Add or Reconnect Banks
• Re-Invite a Client to LedgerSync
• LedgerSync Security Overview

Need Help?

Contact us at support@ledgersync.com.