How Tally watches your bank connections

LedgerHQ detects broken and silently stale feeds, texts the company owner as Tally to reconnect, and reminds them every 48 hours until the bank is back.

Two Ways A Feed Fails

You do not have to notice a dead bank feed. LedgerHQ checks every connection with Plaid about twice a day, opens an incident when one fails, and contacts the company owner to reconnect.

It reports an error. The bank login expired or the credentials changed. The card shows Reconnect. A login error means this needs the company owner, not your firm.

It reports healthy and delivers nothing. This is the dangerous one, because nothing looks wrong. LedgerHQ compares each feed against its own normal activity and flags one that has gone silent, for example "Feed reports healthy but has delivered nothing for 9 days." It opens a stale-feed incident and retries the sync.

A quiet account is not treated as an outage. A connection with no successful bank update for a day and no login problem gets an extra refresh request from Plaid first.

The Reconnect Chase

When a bank first needs a login, the company owner gets one reconnect text and email from Tally with a secure link. Then, while the bank stays broken, the owner is reminded every 48 hours, with no cap, until it is reconnected. Reconnecting, or closing the request, stops the reminders.

Automatic outreach runs only when both of these are true:

the company's Tally AI is on;
Bank connection requests is allowed in the company's Tally client requests settings.

Texts need a cell phone on file and stop if the owner replies STOP. Email still goes out when the owner has an email address.

Incidents in progress show as Waiting on clients: the owner needs to act, not you. See Bank connection messages for the request the owner receives.

When It Escalates To You

Reminders keep going as long as LedgerHQ can reach the owner. The automatic chase stops only when the owner has no usable phone or email. The reconnect request then moves to your firm with the message Automatic reconnect texts and emails are exhausted. This needs a firm follow-up.

A request that needs firm follow-up means LedgerHQ has no way to reach the owner, not that the connection is unimportant. Every day it stays down is a day of missing evidence for coding and reconciliation.

Gaps After Recovery

A reconnected feed does not always backfill. When LedgerHQ sees that a feed recovered but a date window never arrived from the bank, it requests the statement to fill the gap rather than leaving a hole in the evidence.

Check that window yourself before reconciling that period. See Find missing bank transactions.

What You Still Do

Follow up when a reconnect request needs the firm. See Reconnect a bank that needs attention.
Confirm the owner's cell phone and email in Company Settings if outreach is not landing.
Send the reconnect yourself from Company texts when automatic outreach is off for the company.
Check register mapping survived after a reconnect.
Decide whether an institution that keeps breaking is worth keeping connected.

Never send bank credentials or one-time codes through a request, a text, or a support ticket. The owner authenticates with the bank through Plaid; nobody at your firm needs those values.

If a feed is down and no reconnect request has started, create a support ticket with the company, institution, account mask, and the last date activity arrived.