Troubleshooting Common Issues

Quick solutions to frequent problems

Having trouble with Prism Wallet? Here are solutions to the most common issues our users encounter.

Connection Problems

"Unable to Connect Account"

Symptoms: Error when linking bank account, connection fails

Solutions:

1. Verify Credentials
   • Double-check username and password
   • Try logging into your bank's website to confirm
   • Check for special characters or spaces
2. Bank-Specific Requirements
   • Some banks require app-specific passwords
   • Enable third-party access in your bank settings
   • Complete any pending security updates
3. Two-Factor Authentication
   • Ensure 2FA is properly set up
   • Have your phone ready for codes
   • Try using backup codes if available
4. Try Alternative Method
   • Use Finicity if Plaid fails (Settings → Advanced)
   • Contact support for manual connection

"Account Disconnected"

Symptoms: Red warning icon, transactions not updating

Solutions:

1. Tap the warning icon
2. Select "Reconnect Account"
3. Re-enter your credentials
4. If persistent, remove and re-add account

Sync Issues

Transactions Not Updating

Symptoms: Missing recent transactions, old balance showing

Solutions:

1. Manual Refresh
   • Pull down on transactions screen
   • Wait 30 seconds for sync
2. Check Sync Status
   • Settings → Linked Accounts
   • Look for last sync time
   • Tap "Sync Now" if available
3. Account-Specific
   • Some banks update overnight only
   • Credit cards may have 1-2 day delay
   • Pending transactions appear when cleared

Duplicate Transactions

Symptoms: Same transaction appears multiple times

Solutions:

1. Check if one is pending, one is posted
2. Wait 24 hours - duplicates often auto-resolve
3. If persistent:
   • Long-press the duplicate
   • Select "Mark as Duplicate"
   • Choose the original transaction

App Performance

App Crashes or Freezes

Solutions:

1. Force Quit and Restart
   • iOS: Swipe up and remove app
   • Reopen Prism Wallet
2. Update App
   • Check App Store for updates
   • Enable automatic updates
3. Clear Cache
   • Settings → Advanced → Clear Cache
   • Restart app
4. Reinstall (last resort)
   • Delete app (data is saved)
   • Reinstall from App Store
   • Log back in

Slow Performance

Solutions:

1. Close other apps
2. Restart your phone
3. Ensure 50MB+ free storage
4. Check internet connection
5. Reduce number of accounts (if many)

Budget Problems

Budget Not Tracking Spending

Symptoms: Transactions not counting toward budget

Solutions:

1. Check Categories
   • Ensure transactions are properly categorized
   • Budget category must match transaction category
2. Verify Date Range
   • Check budget period (monthly/weekly)
   • Ensure transactions fall within period
3. Review Budget Settings
   • Edit budget to verify category selection
   • Check if budget is paused

Wrong Budget Amount

Solutions:

1. Tap budget to edit
2. Verify the amount and period
3. Check for rollover settings (Premium)
4. Review historical spending for accuracy

Transaction Issues

Missing Transactions

Solutions:

1. Wait 24-48 Hours
   • Some transactions take time to post
   • Weekend transactions appear Monday/Tuesday
2. Check Filters
   • Remove any active filters
   • Select "All Accounts"
   • Verify date range
3. Manual Entry
   • Add missing transaction manually
   • Mark as "Pending Review"

Wrong Transaction Amount

Solutions:

1. Check if it includes tip (restaurants)
2. Verify currency conversion (international)
3. Look for holds vs. actual charges
4. Edit if needed (tap transaction → Edit)

Incorrect Categories

Solutions:

1. Single Transaction
   • Tap transaction
   • Select correct category
   • Choose "Always use for this merchant"
2. Bulk Recategorize
   • Settings → Categories → Rules
   • Create rule for merchant
   • Apply to past transactions

Account & Security

Can't Log In

Solutions:

1. Reset Password
   • Tap "Forgot Password"
   • Check email (including spam)
   • Create new password
2. Biometric Issues
   • Try password instead
   • Re-enable Face ID/Touch ID in settings
   • Check iOS settings for Prism Wallet

Subscription Issues

Symptoms: Premium features not working

Solutions:

1. Restore Purchase
   • Settings → Subscription → Restore
   • Sign in with same Apple ID
2. Verify Status
   • Check subscription in iOS Settings
   • Ensure not expired
   • Verify correct Apple ID

Data Problems

Import Failures

Symptoms: CSV import not working

Solutions:

1. Check Format
   • Use provided template
   • Verify date format (MM/DD/YYYY)
   • Ensure no special characters
2. File Size
   • Keep under 5MB
   • Split large files
   • Remove unnecessary columns

Missing Historical Data

Solutions:

1. Banks typically provide 90 days
2. Import older data via CSV
3. Some banks offer extended history (ask support)

Notification Issues

Not Receiving Alerts

Solutions:

1. iOS Settings
   • Settings → Notifications → Prism Wallet
   • Enable all notification types
2. In-App Settings
   • Settings → Notifications
   • Toggle specific alerts on
3. Focus Modes
   • Check iOS Focus settings
   • Add Prism Wallet to allowed apps

Getting Help

Before Contacting Support

1. Try the solutions above
2. Update to latest app version
3. Screenshot any error messages
4. Note your iOS version

Contact Support

• Email: support@prismwallet.app
• Include:
  • Problem description
  • Steps you've tried
  • Screenshots
  • Device model and iOS version

Response Times

• Premium: Within 24 hours
• Free: Within 48-72 hours
• Critical Issues: Same day

Preventive Measures

1. Regular Updates: Keep app updated
2. Stable Internet: Use WiFi for large syncs
3. Regular Backups: Enable iCloud backup
4. Monitor Connections: Check monthly
5. Report Issues Early: Don't wait

Remember: Most issues resolve with a simple refresh or reconnection. If problems persist after trying these solutions, our support team is here to help!