Here, we list some common issues you may encounter while linking your bank account or card and how to troubleshoot them. There are times when your account will unlink from the app. This usually happens because your financial institution’s system updates or simply because of a password change.
The account has unlinked
When your account unlinks from the app, we will send you a text or notification letting you know to relink it. You can relink it from the app's Settings tab under the 'Connected financial accounts' section or by clicking on this link: https://keeper.tax/link-cards. If this doesn’t fix the issue, kindly remove the account from the app and relink it from scratch.
You can remove an account by tapping on that account in the Connected financial accounts section. If your account has sub-accounts, you will need to remove those first.
Your bank is not on the list when you try to link your account
Our partner, Plaid, is responsible for connecting cards. When you link an account or card, you are shown a list of possible links. If the bank or card isn't showing up, Plaid doesn't support it yet.
You should check back often for updates on supported banks, as Plaid constantly adds new supported institutions. In the meantime, you can upload a PDF, XLSX, or CSV file of your business expenses from that account or card by logging into your Keeper account online. Then, go to the Deductions tab on your web dashboard, click "Add Expense," and select "Upload Expenses."
Your bank is supported by Plaid, but some sub-accounts aren’t showing in Keeper
Plaid may support your bank, but some account types might not be compatible. If you're not prompted to select certain accounts during the linking process, and they use the same bank login as your other accounts, those account types may not be supported for linking to Keeper through Plaid.
In this case, you can upload a PDF, XLSX, or CSV file of your business expenses from that account. Simply log into your Keeper account online, go to the Deductions tab on your web dashboard, click "Add Expense," and select "Upload Expenses."
How to add/remove a sub-account when your bank is already linked to Keeper
If you aren't able to select which sub-accounts you'd like to link during the initial account-linking process, then you will need to link all the sub-accounts connected to your account, and then you'll be able to remove the accounts you don't want to track by selecting the account from the Settings tab -> 'Connected financial accounts' section in the app and selecting Remove.
If that doesn't work, you may need to change your sharing preferences directly from your bank’s website.
First, you’ll want to log in to your bank's online portal. Then, locate where you manage connected apps and find Plaid. This is where you can add or remove specific accounts that Plaid can access — including Keeper.
Your bank account is linked, but your expenses keep loading or are not showing up
If this happens, first, make sure your account is not linked twice. If it is not, please try removing the account and then re-adding the account in the Keeper app. You may also try uninstalling and reinstalling the app. Also, be sure your phone is updated to the latest software version.
Your most recent expenses are not showing up
It may take 1 to 3 days for your most recent purchases to show up, depending on your bank. If you notice missing transactions or if your recent transactions still aren’t appearing after three days, try removing your linked account and then re-adding it from the 'Connected financial accounts' settings. This will prompt our system to re-scan your transactions.
Your account is already linked, but your expenses aren’t going back far enough
If your linked bank account or card isn't showing enough past expenses, try going to the "Connected Financial Accounts" section under Settings, remove your account, and then link it again to rescan your transactions.
Keep in mind that while our app can track up to 18 months of transaction data, this depends on your bank’s policy. Some banks only allow us to access a few months of your transaction history.
If you've already removed and relinked your account and still don't see older expenses, it’s likely that your bank is limiting how far back we can access. In this case, you can manually add your past expenses by selecting the "+" symbol in the Deductions tab.
Your account has been unlinked for some time without your notice, causing your expenses to stop updating
No need to worry! You can remove your unlinked account and then re-add it from the 'Connected Financial Accounts' settings in the app. This action will prompt our system to rescan your transactions and identify deductions.
You'll still need to review your transactions and mark any that the app isn't certain about. Additionally, you can set rules for transactions, and the app will retroactively apply those rules to other relevant transactions.
I tried to link my account, but it says something went wrong after I entered the code to verify
If you get an error, please let us know so we can take a look to further assist you.
📝 Note: If you have multiple Keeper accounts, linking the same card to more than one account will cause the card to be unlinked from both. To avoid creating duplicate accounts, always log in with the original phone number or email address you used when signing up.
Also, relinking your account will not delete any expenses that have already been tracked by the app. If you want to exclude expenses from a linked account, you can mark them as 'not deductible' in the Deductions tab. This will ensure those expenses are left out of the exported copy of your deductions.