Troubleshooting

Card declined or cannot spend

Check in this order:

1. The envelope has enough available money.
2. The card is active, not frozen, canceled, inactive, or revoked.
3. You used the card that matches the intended category.
4. Identity setup is complete.
5. A bank account is connected.
6. For family envelopes, you have permission to use that shared card.
7. Any card limits are high enough for the purchase.

Cannot create a card

1. Open the envelope.
2. Follow the button shown there.
3. If it says Finish Setup, complete Banking identity setup.
4. If it says Connect Bank, complete Plaid bank connection.
5. If it says Ask your admin, the envelope is shared and a family admin must issue the card.

Cannot connect a bank

1. Go to Banking and confirm identity setup is complete.
2. Return to Funding or the envelope card prompt.
3. Choose Connect Bank Account.
4. Complete Plaid.
5. Confirm the account appears under Funding Sources.

Top Up did not work

1. Confirm the bank appears under Funding Sources.
2. Confirm the envelope can be funded by you.
3. Confirm the amount is valid.
4. Check transfer history for pending or failed status.
5. Try a smaller amount if the transfer fails.

Transactions or insights look empty

Transactions and Insights become useful after card activity exists. If you just created envelopes but have not spent from cards, these pages may be empty.

Family access looks wrong

1. Confirm the invitation was accepted.
2. Confirm the envelope is shared.
3. Confirm the member has a card if they need to spend.
4. Ask a family admin to review member permissions, limits, and card status.

What to include when asking for help

• Your role: individual user, family admin, or family member.
• The screen you were on.
• Envelope name.
• Card status.
• Available balance.
• Purchase or Top Up amount.
• Bank connection status.
• Exact message shown by the app.