I have just linked my account, I can see some transactions but not all. Why I don't see all my transactions immediately?
It takes several minutes for the system to pull transactions in and wait for the categorisation engine to categorise all transactions. For the first time after you linked your account, it might take up to 10 minutes to complete this work.
Why are transactions uncategorised
Some transactions our categorisation engine can't identify the merchants and the descriptions are not helpful to identify which categories they should be. We are working hard to improve our AI engine to be able to identify more merchants and categories for transactions
Why are some of my transactions excluded even though I didn't exclude them from the transaction details screen?
When you exclude your account from being track, as the result, all transactions of that account are also excluded.
Why some transactions don't have a logo?
Many merchants in our system don't have logos. The fact that there are too many merchants out there, a lot of them are having small number of transactions (they could be some small local coffee shops or small tradies), we don't have resource to add all of them. There are about 20% of the merchants that have logos that can cover 80% of all transactions in the system.
Why do I see so many unknown merchants
There are a lot of new merchants everyday and our system can't record them as they are too new
Why transactions are pending?
Because the bank hasn’t finished reconciling between the card issuer and the merchant immediately after each payment, the transaction remains “pending” until the reconciliation process is complete. This can take a few days. Once completed, the bank usually replaces pending transactions with posted ones. We recommend not recategorising pending transactions—it's better to do categorisation or personalisation once they are no longer pending.
I don't know what's going on when transactions are loading & categorising.
This often happens when you first link your account. It can take several minutes for the system to pull in your transactions and for our categorisation engine to process them. While this is happening, you can still use other app features or explore our support portal to learn how the app can help you manage your finances.