Why did my transactions stop updating?

Plaid is the third-party bank integration the Stride app uses to facilitate our bank integrations. Want to learn more about Plaid? You can click here for this handy webpage: What is Plaid? & How it Works

Once you have linked your bank or credit card account, you can access your transactions by opening the Stride app and tapping on the profile icon in the upper left-hand corner of the screen. This will populate the main menu and you'll then want to select the "Review my Transactions" option. If you notice your transactions haven't updated, there are several reasons that could be causing connection issues! Scroll down for more information. 

• Credential changes: Have you recently updated the login and password associated with the financial institution you have linked in the Stride app? If not, first verify your credentials on your financial institution’s website and then go back to the Stride app and try reconnecting your account. 
  • If you see a "The credentials you provided were incorrect" error message from Plaid, troubleshoot through the following steps:
    • Did you accidentally mistype your username or password?
    • Did you also try verifying your credentials on your financial institution’s website? Ideally from a web browser vs. a mobile app. 
    • Mobile apps can add an extra space when using autofill. Check for any extra spaces!
    • If you utilize a password manager, double-check that the stored credentials are up-to-date. 
    • Also, make sure the correct financial institution was selected!
• Blocked by notifications: Plaid could be blocked from accessing your account due to a required action. For example, ever login to an account and immediately get a new terms of service pop-up that you can't close out of until you tap the "accept" button? If your bank or credit card account has any actions that require your completion, you'll need to log in to your online banking portal and accept them in order for Plaid to reconnect. 
• Technical difficulties: Your financial institution's website could be down for routine maintenance or technical difficulties. Sometimes the technical issue is on Plaid's side. Always feel free to reach out to taxhelp@stridehealth.com and we'd be happy to check on the status of your financial institution's integration with Plaid! You can also try reinstalling the Stride app and relinking your account as troubleshooting steps while waiting for your transactions to update.