Troubleshooting Linked Accounts

REI Hub offers the ability to securely connect to many banks and financial institution via one our integrated data providers, Plaid and Yodlee. Accounts linked through these providers automatically receive a feed of imported transactions once they post at your bank. This core feature reduces manual data entry and helps ensure that you have booked all transactions relevant to your rental business. Recently settled transactions are imported daily, usually overnight.

However, sometimes the connection between REI Hub and your bank accounts can be interrupted. This can happen for a few different reasons. For example, security settings can force re-authentication intermittently, or updates to the technology used by your financial institution or the data providers can temporarily pause the connection.
In most situations a refresh button will automatically appear, and refreshing your connection is enough to fix the issues. If no refresh is available or if this option fails to resolve the problem, please reach out to us so we can help troubleshoot further!

To refresh the connection on your Linked Account:

1) Navigate to the Banking page

  • It is under Accounts on the left side menu.

2) Look under 'Balance' for the Last Verified date to determine account status

  • If the Last Verified date is current (within the last two days), then your account does not need to be refreshed.
  • If our data providers detect an error in the connection, REI Hub will automatically display a notification in red with the refresh button:

  • If no error is detected, the notification and button will not display. If the Last Verified date is more than 2 days in the past, but no 'refresh the connection' button is available, please see below or contact the REI Hub support team for troubleshooting assistance.

3) Click the 'Refresh the connection' button

  • You will be redirected to the data provider's servers to re-enter your log-in credentials and re-authenticate the account.
  • If successful, your connection will be refreshed. Recent transactions will be imported and the 'last verified' date should now display as current - sometimes this process can take up to 24 hours to complete.

4) If the refresh button is not available, you may need to re-add the account as new, and then merge.

Sometimes the connection to Plaid or the financial institution is lost to the point that it can't be refreshed, and must instead be re-created. This can happen for a few reasons, such as online banking updates, account or institution security settings, and unanticipated errors. In these circumstances, we must add the account(s) to REI Hub as if they were new, and then merge the old version into the new. Please feel free to call the REI Hub team if you would like us to chat through the below steps with you.

First, please go to the Banking page, and click Add Account in the upper right:

  1. Select Import a Linked Account
  2. Set the Transaction Import Start Date to be the day of or day after the Last Verified date. This is very important to prevent duplicate transactions!
  3. Select Plaid as the data provider and click Start Import
  4. Select 'Add additional accounts through a new institution or connection'
  5. Follow the prompts to find your bank and input your credentials.
  6. Select ALL of your accounts that you want linked and import to REI Hub.

This will result in a new version(s) of your bank account. Next, we will merge the old version(s) of the account (with its existing transactions) into the new version of the account (with its active connections).

The REI Hub team is happy to merge accounts on your behalf - just let us know at suppor@reihub.net or call us at 888-939-6865. Or feel free to follow the below process to do it yourself.

To merge the accounts:

  1. From the Banking page, click on the name of the old account (with the older Last Verified date)
  2. This will bring you to the account register page for the account . Click 'Edit' on the top of this page
  3. Click the 'Merge' button in the bottom right. This will pop up a message notifying you how many transactions will be modified, and asking you to select what account to merge the transactions into.
  4. Select the newly imported version of the same account.
  5. If there are unbooked imported transactions in the older account, check the box to 'Also transfer unbooked imported transactions'
  6. Click 'Merge and Delete Account' and confirm.

This consolidates the old and new versions of the accounts. From the banking page, you should now only see the one version. Repeat as necessary for any other accounts.

5) Please reach out to the REI Hub support team with any questions or for assistance!

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