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 Linked 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 Linked 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.
Plaid regularly adds new financial institutions, so it’s a good idea to check back periodically for updates. In the meantime, you can still track your expenses by uploading a PDF, XLSX, or CSV file. To do this, go to the Deductions tab, select the + icon in the top-right corner, and choose 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 go to the Deductions tab, select the + icon in the top-right corner, and choose 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 to link during the initial setup, you’ll need to link all sub-accounts first. After that, you can remove any you don’t want to track by going to Settings > Linked accounts in the app, selecting the account, and choosing Remove account.
Please note: Removing an account won’t delete expenses already pulled in, but it will stop new transactions from importing. You can use the bulk editing tools and the account filter to quickly mark past expenses as “personal,” so they won’t appear in your deductions spreadsheet.
If you’re still unable to adjust which accounts are linked, you may need to update your sharing preferences directly on your bank’s website. To do this, log in to your online banking portal, navigate to the section for managing connected apps, and locate Plaid. From there, you can add or remove the specific accounts Plaid (and Keeper) can access.
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 Linked 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 Settings > Linked accounts, removing the account, and then relinking it to rescan your transactions.
Our app can track up to 18 months of transaction data, but the exact amount of history available depends on your bank’s policy. Some banks only allow us to access a few months of past transactions.
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 pull data. In that case, you can upload a PDF, XLSX, or CSV file of your missing business expenses from that account. Simply go to the Deductions tab, select the + icon in the top-right corner, and choose Upload Expenses.
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 Linked 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 or bank account to more than one account will cause the card or account 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 personal in the Deductions tab. This will ensure those expenses are left out of the exported copy of your deductions.