First: check the connection
Go to Integrations, click the account, and select View connection. Note the status and last synced date.
“Disconnected” or “Login required”
Your bank needs you to sign in again. This often happens after a password change, a new security setting, or when your bank’s access token expires (often after about a year).
Reconnect the connection and sign in to your bank through Plaid.
Complete any two-factor step your bank asks for.
Click Sync all.
Your existing transactions stay in place, and new ones are added without duplicates.
“Invalid user ID” or credentials rejected even though they’re correct
This error comes from your bank or Plaid, not from Puzzle.
Make sure you can log in on your bank’s own website with the same username.
If your bank recently changed systems or merged with another bank, your login may have changed.
Wait a few hours and try again, since some banks have temporary outages through Plaid.
If it still fails, contact us. Don’t remove the account to start fresh, because that can affect your history.
Plaid keeps sending me back to the login screen
Clear your browser cache or try a private window, then reconnect. If the loop continues, your bank may be blocking the connection. Contact us with your bank’s name.
Connected, but no new transactions
Click Sync all and wait a few minutes.
Check the account’s ingestion start date.
Some banks only share a limited window of history through Plaid. See Why Isn’t All My Historical Bank Data Syncing?
Still stuck?
Message us in chat with your company name, your bank’s name, the last 4 digits of the account, and a screenshot of any error.