Missing or duplicate transactions

After a bank sync or a file import, a transaction is missing or appears twice.

Pending transactions are hidden

A button on the Transactions page reads Pending shown or Pending hidden. It appears when the accounts you are viewing have pending bank transactions. With a search, view chip or filter on in a view of several accounts, it appears only when the current page has one. While it reads Pending hidden, they are left out of the list. On a phone, the button is an icon: a crossed-out eye means hidden.

1. Select the button so that it reads Pending shown.

The list is grouped by cleared status

In Grouped view with no search, view chip or filter, uncleared transactions show only on the first page, in the Uncleared section. Later pages show only Cleared transactions, and the footer, such as "1–100 of 250", counts only those. If more than 500 transactions are uncleared, the section shows the newest 500 and its header adds "showing the most recent 500".

1. Go back to the first page.
2. If the Uncleared section is collapsed, select its header to open it.
3. If the header says "showing the most recent 500", select the link below the section's last row, such as Show all 612 uncleared. It turns on the Uncleared chip, which lists every uncleared transaction.

To list every transaction in date order instead, select Grouped so that it reads By date (on a phone, Grp so that it reads Date). See The Transactions page.

A recent purchase has not arrived

Last synced on the account's Transactions page or settings is older than the purchase.

1. Select Sync now.

A purchase your bank has not reported yet arrives in a later sync. See How bank sync works.

Syncing is paused

Sync now is unavailable, or Linked banks shows paused beside the account.

1. Open the account's settings.
2. In the Bank connection card, select Resume syncing.

The account is set to Balance only

An account set to Balance only keeps your bank's balance and brings in no new transactions. Its list shows only transactions you entered and the ones it held before. To bring transactions in, open the account's settings, select Change… beside Balance from, then select Bring in transactions. See Transactions or Balance only for a bank account.

The bank needs attention, or the account is not linked

A Needs attention or Disconnected label means syncing has stopped. See A bank needs attention or is disconnected.

If the bank's account has a grey dot and an Import button on the bank's card in Linked banks, it is not linked to an account here. Select Import.

Older transactions are still arriving

After you connect an account, older transactions can keep arriving for several hours or days. Sync again later. The Starting Balance adjusts as they arrive.

A transaction is tagged Removed by provider

Your bank stopped reporting the transaction. For a pending transaction, the usual reasons are that it was cancelled, or that it posted with a different amount and the posted version arrived as a new transaction.

1. Open the transaction.
2. In the Transaction removed by data provider banner, select Delete it if another transaction replaced it. Select Keep it if it is real.

See Pending, possible match and removed transactions.

A transaction was merged or skipped

A bank sync or a file import merges a new transaction into an existing one, instead of adding it, when the account has a transaction with the same amount dated within 7 days. The existing transaction keeps its own date and amount. A reconciled transaction is not changed. A bank sync merges only into Cleared transactions, so a hand-entered transaction that is not Cleared stays separate.

Two real purchases of the same amount in one week can merge this way. After a file import, a banner counts these rows, for example "Imported 40 · 3 already in this account". It counts a row without a readable date or amount as a row that "couldn't be read". The matching rules for each file type are in Import transactions from a file.

1. Add the missing purchase by hand.

The same transaction appears twice

You entered it by hand and your bank sent it too. Both copies show Possible match. Open the bank's copy and read the Possible duplicate banner. Select Merge, or select Not the same if they are different purchases. If neither copy shows Possible match, use Find duplicates.

Your bank sent one purchase twice, a few days apart. The two copies have the same amount but different dates, and sometimes a different payee. Open Find duplicates on the account's Transactions page. The copy is listed under Same amount, a few days apart. Select Within 7 days if the dates are further apart. Delete the copy. It doesn't come back on the next sync.

A CSV, TSV or QIF file added transactions your bank already sent. These files are not compared with transactions your bank delivered, so their rows are added as new. Open Find duplicates on the account's Transactions page, then delete the copies. See Find and remove duplicate transactions. Next time, import only dates your bank has not delivered.

You imported an account you already had. Accounts lists two accounts with the same transactions, because you chose an import option instead of Match to existing account.

1. Close and delete the new account. See Close, reopen or delete an account.
2. On Linked banks, select Import next to the bank's account.
3. Under Match to existing account, choose the account you already had, then select the button at the bottom, such as Import 1 account.

Still not fixed

Email support@goodsteward.io with the account name, the date and amount of the transaction, and whether it came from a bank sync or a file.