Why do I still see transactions if I've hidden my account?
Hiding an account in Copilot does not remove its transactions or affect your Net Worth calculations. Instead, the account will be moved to the "Hidden Accounts" section in the Accounts tab while continuing to receive transaction and balance updates.
If you no longer want to see transactions from this account, you can delete it. Just keep in mind that once an account is deleted, we don’t keep any of its information, and it can’t be restored.
Marking an account as closed is another option. This keeps all past transactions and Net Worth calculations intact but stops any future updates from coming through.
Check out our article on Hiding and Closed Accounts here.
Why am I seeing an INVALID CREDENTIALS error for my connection attempt?
Invalid Credentials errors are often user-actionable but can sometimes be due to a Plaid or Financial Institution issue. We recommend that you try these troubleshooting steps:
Please retry entering your credentials and verify that the same credentials are valid on the institution’s website using an incognito or private browser. We also recommend that you enter your credentials manually, without using a password manager or a browser’s autofill tool — copying and pasting your credentials can cause trailing blank spaces, resulting in an error.
Ensure you do not have auto-capitalization enabled on your device — the credentials that you provide must match the case sensitivity on file with your institution.
Check your bank website for special settings to allow access for third-party apps, such as a "third party application password" or "allow third party access" setting.
Verify that you are selecting the correct institution in the institution list. Certain institution names are shared by multiple institutions. Please check that the URL and logo displayed correspond to the correct institution. In some cases, institutions can have multiple portals, such as personal and business.
Ensure you select the integration for the correct Portal. Please note that some available portals for an institution may not be supported.
If the issue persists, please feel free to reach out to us via the in-app chat.
Why does it say that all my accounts have updated recently, but individual accounts are out of date?
An account might show as recently updated because its balance was refreshed, even if no new transactions have been received. Balance and transaction data are sent separately by our data aggregators like Plaid or MX, so it’s possible for one to update without the other.
This is likely due to how the data is reported, but if your account hasn’t updated in over 2 days, don’t hesitate to reach out to us through in-app chat.
How often do my accounts update?
Account updates depend on how often your financial institution shares data. A few troubleshooting steps you can try on your own would be to re-verify your credentials from the Accounts tab and pulling down on the app to refresh. Check out our article on Improving Connections Performance here.
On the iOS app, tap the account > tap the three corners on the top right > Reverify credentials.
On the macOS and iPad apps, tap the account > tap the three corners on the top right > Account management > Reverify credentials.
For investment accounts, updates occur once daily, typically the morning after the market closes (Tuesday through Saturday), with delays on bank holidays. To enhance your experience, you can enable Live Balance Estimates, which combine near real-time market data with daily updates to show your holdings’ performance during market hours.
👋 Still have questions? Contact us via the in-app chat.