Troubleshooting Common Issues

Quick solutions to frequent problems

Account Connection Problems

Connection Failed

Verify your bank credentials are correct by logging into your bank's website directly
Check if your bank requires multi-factor authentication and complete it during the connection
Try connecting during business hours (some banks have overnight maintenance)
Ensure you have a stable internet connection

Account Shows Warning Icon

Go to the Accounts tab
Tap the affected account
Tap Reconnect
Re-enter your bank credentials
This commonly happens after password changes at your bank

Transactions Not Syncing

Pull down on the Transactions screen to trigger a manual sync
New transactions typically appear within a few hours of posting at your bank
Verify the account doesn't show a connection error
Some banks have delays in reporting to third-party services

For more connection help, see our Connection Issues guide.

Budget Problems

Budget Not Tracking Spending

Check that transactions are categorized correctly (a miscategorized transaction affects the wrong budget)
Verify the budget frequency matches your expectation (weekly vs. monthly)
Transfers between your own accounts don't count as spending

Budget Shows Wrong Amount

Review recent transactions in the budget details to identify unexpected items
Check if any transactions are miscategorized
Verify the budget period hasn't just reset

Notification Issues

Not Receiving Notifications

Check that notifications are enabled in Settings > Notifications
Verify push notifications are allowed for Prism Wallet in your device's system settings (Settings > Notifications on iOS)
Check if Quiet Hours are active
On Android, ensure the app isn't being restricted by battery optimization

Too Many Notifications

Go to Settings > Notifications and disable categories you don't need
Adjust budget alert thresholds
Set up Quiet Hours for times you don't want to be disturbed

Biometric Authentication Not Working

Verify biometrics are enabled in Settings > Security
Check that Face ID/Touch ID is set up on your device
If biometric fails, use your password instead
Try disabling and re-enabling biometric authentication

Forgot Password

On the login screen, tap Forgot Password
Enter your email address
Check your email (including spam folder) for a reset link
Create a new password

Logged Out Unexpectedly

This can happen after extended inactivity for security
Check your active sessions in Settings > Security - another device may have logged you out

Subscription Issues

Premium Features Not Working

Tap Restore Purchases on the subscription screen
Make sure you're signed in with the same Apple ID or Google account used to purchase
Check your subscription status in your device's app store settings

Cancelled But Still Have Access

Access continues until the end of your current billing period
After the billing period ends, you'll be prompted to resubscribe

App Performance

App Slow or Unresponsive

Close and reopen the app
Check your internet connection
Make sure you're running the latest version
Restart your device if the issue persists

App Crashes

Update to the latest version from the app store
Restart your device
If crashes continue, try deleting and reinstalling the app (your data is saved on our servers)

Data Questions

How Do I Export My Data?

Go to Settings > Export Data and choose CSV or TXF format. See the Export Data guide for details.

How Do I Delete My Account?

Go to Settings > Profile > Delete Account. This permanently removes all your data. See the Security guide for details.

Getting Help

If these solutions don't resolve your issue:

Use the in-app live chat (Settings > Help & Support)
Email support at support@dicarlosoftware.solutions
Include a description of the problem, what you've tried, and screenshots if possible