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. LedgerHQ detects broken and silently stale feeds, opens an incident, texts the company owner as Tally when the bank first needs a login, and reminds them every 48 hours until it is reconnected. See How Tally watches your bank connections.

Step in when the reconnect request says Automatic reconnect texts and emails are exhausted. This needs a firm follow-up. That happens when the company has no usable phone or email for the owner. Also step in when automatic outreach is off for the company, or when you are with the owner anyway.

Identify The Account

Open the company and select Bank Feeds. An account needing attention shows a Reconnect badge on its card, and Transactions through 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 Bank checked shows a fresh time.
2. Confirm the Reconnect badge is gone.
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. If an institution breaks again and again, consider whether the account is worth moving or whether the owner should contact the bank.

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 the card's Transactions through and Bank checked values.