Troubleshooting

Most questions come down to one of three things: a statement that has not finished or did not reconcile, a figure that does not look right, or a limit being reached. This page covers all three.

Statement statuses

Every upload carries a status, shown in Files.

Status	Meaning	What to do
Pending	Accepted and queued; parsing has not started.	Wait. If it stays here, retry it.
Processing	Being read now.	Wait — a scanned PDF takes longer than a CSV.
Completed	Read and reconciled: opening + credits − debits equals the printed closing balance, printed totals and counts match where present, and every running balance checks.	Nothing.
Incomplete	Read, but at least one reconciliation check failed. The transactions are in the app, flagged.	Open the reconcile view: the failing checks are named and each flagged row jumps to its line on the page. Fix the rows, or mark the statement complete if the source itself is inconsistent. See Reconciliation & review.
Failed	Reading did not succeed. The row carries the reason.	Read the message, then retry. If it fails again, the file may be a format we cannot read — see below.
Quarantined	Every transaction in it already existed.	Nothing is missing: the originals are all still there, and the pages were refunded. See Duplicates.

A statement stuck in Pending or Processing can be retried. Completed cannot be retried — re-running it would risk duplicating its transactions. To re-read a completed statement, clear it and upload it again.

Duplicate statements

Uploading the same statement twice is expected — bank exports overlap at period boundaries — so it is handled rather than blocked.

Some rows already exist. The new rows are added and the overlapping ones are quarantined with evidence, so an overlapping export does not double your figures. The statement is metered normally.

Every row already exists. The statement is marked Quarantined, the upload is undone and the pages it cost are given back to your allowance. The entry is kept, with a note explaining what happened. Re-uploading last month's file by mistake therefore costs you nothing.

Figures do not look right

Work down this list — the causes are ordered by how often they turn out to be the answer.

A statement is Incomplete or has not finished. Check Files. Dashboards count every statement that has been read, including incomplete ones, so a misread row shows up in the figures until it is fixed. The reconcile view tells you exactly which rows.

The period is not what you think. Analytics screens share one period filter, and it defaults to a year back from your most recent statement date — not from today. A gap at the end of the range usually means no statements have been uploaded for that stretch.

A transfer is being counted as income or spending. Movements between your own accounts are excluded once the transfer match is confirmed. Check Transactions → Transfers for proposed matches awaiting a decision.

An opening balance looks like income. Opening-balance lines are flagged and never counted as income. If one is not flagged, correct it from the row.

Transactions are in the wrong category. Categorisation drives every analytics screen, so one miscategorised recurring payment moves several charts. Correct it in Transactions or adjust the rules in Categories; the analytics follow.

More than one currency is in play. Figures are computed in each transaction's own currency and are never added across currencies silently. If you have chosen a display currency, figures are converted at an indicative daily rate for display only; choose Native to see amounts as recorded. Business summary is the one report to watch: read its currency note before comparing periods that mix currencies.

Not enough history. Financial health, the forecast and loan eligibility need at least three months of statements. With less, they say so rather than guessing.

A balance looks wrong. Running balances come from the statement itself. Analytics charts that show a cumulative line start from zero at the beginning of the selected period — that is a movement within the window, not your bank balance.

Upload problems

"File type not supported." BankStmt accepts text PDFs, scans and photos (JPG, PNG, WEBP, GIF), CSV, TSV and other delimited text, Excel (XLSX, XLSM, XLS), OFX, QFX, QBO, QIF, JSON and HTML statement files.

The file is too large. The limit is 100 MB per file. Large uploads resume if the connection drops. Split a very large export, or use CSV instead of PDF — it is usually far smaller and costs one page.

A password-protected PDF. Supply the password in the upload dialog. It is used for that upload only and never stored.

A scanned statement produces few or no transactions. Scans and photos have to be read from the image, so quality matters. A clear, straight, well-lit scan reads far better than a photo taken at an angle. If your bank offers a spreadsheet or data download, prefer it — it reads exactly and costs a single page.

Limits

You see	Meaning
An upload is held, or the app asks you to wait or upgrade	Your monthly page allowance is used up — add a 1,000-page pack ($15), upgrade, or wait for the next period — or you are adding a second account on the Free plan.
You are asked to upgrade to use the AI assistant	The assistant is on paid plans.
You are asked to upgrade to create an API key or connect a bank	The API is on Professional and Business; open-banking connections are on paid plans.

Allowances reset each billing period and do not carry over. Reaching a limit pauses the action rather than charging you unexpectedly. See Plans & limits, including what counts as a page.

Still stuck

Use the contact form with the statement's filename, its status, and the bank and period it covers. If a figure looks wrong, the screen name and the period you had selected are the two things that make it reproducible.