Overview
Sometimes a bank connection in LedgerSync is working, and most of its accounts update normally, but one account shows an error. This almost always means something changed with that account at the bank, not with your connection.
What You See
- The bank connection is connected and the other accounts on it are updating.
- One account shows an error, or stops getting new transactions or statements.
Why It Happens
Banks add, close and change accounts all the time. When one account shows an error, it usually means:
- The account was renamed at the bank (for example, a new nickname or product name).
- The account was closed (for example, a paid-off loan or a lost or replaced credit card).
- The account was removed from the online banking login, or the client stopped sharing it.
To LedgerSync, the old account no longer exists at the bank, so it can't be updated.
How to Fix It
- Check with the client. Ask them to log in to their bank website and confirm the account is still there and active, and whether its name changed.
- Download anything you want to keep from that account (statements and transactions) before you delete it.
- Delete only that account. On the connection's Summary page, click the trash icon (Delete Account) next to the account with the error. Don't delete the whole connection, because that removes every account on it.
- Re-add the account (if it's still open). If the account was renamed or is still active, click Fix Bank Connection (or add the account again) and select it so it comes back under its current name.
- If the account is closed, you're done. You can also hide it with Hide Account instead of deleting it.
When to Contact Support
- The client confirms the account is active and unchanged, but the error is still there after you re-add it.
- The account doesn't show up when you try to add it again.
- More than one account, or the whole connection, shows an error.
Contact LedgerSync Support at support@ledgersync.com, or use Create Zoho Ticket on the connection page.
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