Check your connection status
Go to Integrations.
Click any Mercury account, then View connection.
Check the status and the last synced date.
If the status is Active and the last sync was recent, the connection is working. Skip to “Some transactions are missing” below.
My Mercury connection shows Disconnected or an error
On the Mercury connection, reconnect and sign in to Mercury again when prompted.
Click Sync all at the top of the Integrations page.
Reconnecting won’t duplicate your data. Any new transactions are added and existing ones stay as they are.
Some transactions are missing
Sync manually: click Sync all on the Integrations page and wait a few minutes.
Check the ingestion dates: click the account row and look at the ingestion start date. Transactions before that date won’t sync. See How to Review and Update Your Integration Ingestion Dates.
Check the account is included: if you have more than one Mercury account, each one needs to be added to the connection. Open View connection, then click Add Accounts to include any that are missing.
Only one of my Mercury accounts is syncing
Open View connection and confirm every account shows as Active. If one shows as paused or inactive, unpause it from the account row. If all show as active but one still isn’t syncing, contact us.
What Mercury doesn’t send to Puzzle
Memos and notes you add in Mercury don’t sync to Puzzle. Add notes on the transaction in Puzzle instead.
Receipts added late: if you upload a receipt in Mercury after the transaction has already synced, it won’t come through. Upload the receipt to the transaction in Puzzle instead.
⚠️ Don’t use Reset to fix a sync issue
Reset deletes all of that account’s existing data and re-syncs it from scratch. That can undo your categorizations and reconciliations. Contact us before using it.
Still stuck?
Message us in chat with your company name, the last 4 digits of the Mercury account, and an example of a missing transaction (date and amount).