Troubleshooting

My plan is gone

Your plan is stored in one browser on one device. Check that:

• you're signed in to the same account, in the same browser, on the same device you used before;
• you're not in a private or incognito window;
• your browser data or site data hasn't been cleared, by you or by a cleanup tool.

If you turned on encrypted sync, sign in and choose Unlock on the overview: your plan comes back. Otherwise, restore your latest backup file in Preferences. Without sync we don't keep a copy, so we can't recover it for you.

"This browser is not saving your plan"

Storage is blocked, usually by a private window or a strict privacy setting. Changes are lost when you close the tab. Use a normal window, or download a backup from Preferences before you leave.

"The last change was not saved"

The browser refused to store the change, often because the disk is full. The change is still on screen. Free up space, or download a backup from Preferences.

"Your saved plan could not be read"

The copy in this browser is damaged. First choose Download the stored data to keep a copy. Then restore a backup from Preferences or start a new plan.

Two tabs show different numbers

When you save in one tab, other open tabs reload the plan so they don't overwrite each other. If a tab still looks out of date, reload it.

Safe to spend is zero

Safe to spend never goes below zero. If it's zero, your lowest projected balance before the payday after next is at or below your cushion. Open the Overview to see the lowest point and the bills it comes after. Check that your balance is up to date, and that no bill is entered twice, for example as a bill and as a debt. See Calendar and safe to spend.

The balance doesn't match my bank

Choose Update balance on the Overview and enter what your bank shows today. Tick the items dated today that have already cleared, so they aren't taken off twice.

My payoff plan differs from my statements

The plan charges interest monthly at your APR. Lenders usually compound daily and may change your minimum payment, so small differences are expected. With Plus, a monthly check-in brings the plan back in line with your real balances.

A statement won't import

• Scanned PDF: scanned statements are images, so they can't be read. Download a CSV, or a text-based PDF, from your bank.
• Wrong dates: if days and months are swapped, change the date format to month/day/year, day/month/year or year-month-day.
• Wrong signs: check whether the file has one Amount column or separate Money out and Money in columns, and match them.
• "No rows could be read with these columns": check the column matches in the preview.

See Statement import.

I don't get the weekly check-in email

Check that:

• you have Plus;
• Send me the weekly check-in is on in Preferences, with the right day, time and time zone;
• optional email is turned on in your notification settings;
• the email isn't in your spam folder.

The numbers from a calculator didn't carry over

"Save this plan" keeps the numbers in the browser where you used the calculator, for up to seven days. Sign up in the same browser within that time.

No verification email arrives

Check your spam folder and that the address is spelled correctly. You can request a new link from /verify-email after 60 seconds.

"Too many requests"

Sign-in and recovery forms are rate limited. Wait a minute and try again.

Still stuck?

Use Support in the app, or the contact page if you can't sign in.