Reconnect a bank that needs attention

Tally Chases This First

A bank connection stops when the institution needs the owner to authenticate again. No data is lost; the feed pauses until it is restored.

You usually do not start here. Tally detects broken and silently stale feeds, opens an incident, and sends the reconnect outreach to the company owner on a schedule. See How Tally watches your bank connections.

Step in when Tally reports the outreach ladder is exhausted — its own words for that case are this needs a phone call — or when you are with the owner anyway.

Identify The Account

Open the company and select Bank Feeds. An account needing attention is marked on its card, and Last updated stops advancing.

Note the institution. One Plaid connection can cover several accounts, so reconnecting once may restore more than one card.

Reconnect

If the owner is available, start the reconnect from the account card and complete Plaid's flow. LedgerHQ never receives the bank password — Plaid handles authentication and returns only the accounts the owner approves.

To send the owner a secure link instead, use the connection text. See Bank connection texts.

Verify It Recovered

1. Confirm Last updated shows a fresh sync.
2. Confirm no attention marker remains on the card.
3. Check Ready for activity covering the outage window.
4. Confirm the register mapping survived the reconnect.

Missing days usually backfill on the next sync. If a gap remains, see Find missing bank transactions.

Common Problems

• The owner did not receive the text. Confirm the owner's cell phone in Company Settings, then resend.
• It reconnects and immediately fails again. The institution may require action on the bank's own site. Ask the owner to sign in to the bank directly first.
• The same feed keeps breaking. Tally flags an institution that breaks repeatedly in 30 days as worth moving the account or contacting the bank about.

Never put bank credentials, one-time codes, or full account numbers in a support ticket, a request, or a text.

If reconnecting does not restore the feed, create a support ticket with the company, institution, account mask, and when the feed last updated.