Troubleshooting

If something looks wrong, work through the section that matches your situation. Most issues are resolved without contacting support.

A payment is not matching

Reconbanker only matches a bank transaction to a payment when all of these are true:

• The amount is exactly the same (no tolerance).
• The currency is the same (Reconbanker does not convert FX).
• The bank transaction was received no more than 5 days before the payment was registered.
• The sender name on the bank transaction is similar enough to the name on the order.

What to check:

1. Open the request in the dashboard. The detail view shows every attempt with a reason.
2. Confirm the amount and currency on your order match the transfer exactly.
3. Look at the sender name on the bank transaction. If it is wildly different from the name on the order, ask the payer to send with a clearer reference.
4. If you believe the right transaction is in the account, press Run match now on the request.

A request is stuck in "pending"

The request was created but no bank transaction has matched yet. Possible reasons:

• Reconbanker has not run a bank scrape since the order was registered. Wait for the next cycle or press Run scrape now on the account.
• The transfer simply has not arrived yet. That is fine, the request will wait until it does or until it expires.
• Your account is missing settings. Open Settings and confirm the webhook URL and (in reconcile mode) the pending orders endpoint are filled in.

The result is "ambiguous"

Reconbanker says a payment is ambiguous when two or more bank transactions are equally plausible matches. By design, Reconbanker will not pick for you in that case.

To resolve:

1. Open the request in the dashboard and review the candidate transactions.
2. Decide which one is correct and mark it manually from the dashboard, or contact the payer for clarification.
3. If you keep seeing ambiguity from the same sender, ask them to add a unique reference (an invoice number, for example) so future transfers can be told apart.

Bank login failed

Reconbanker could not log into your bank to read transactions.

• Most often the password changed. Open Settings → Bank credentials and re-enter your username and password.
• If your bank asks for a second factor (SMS, push, captcha) at every login, switch the account's Login mode to assisted. Reconbanker will pause during login and wait for an operator to complete the second factor inside the bank's page. See Sessions.
• If the credentials look correct, try logging into the bank's website yourself. If you are blocked there too, sort that out first.

The account shows "needs attention" or stops scraping

After a fatal failure — bad credentials, the bank reporting the account is locked, repeated unrecoverable login errors — Reconbanker stops trying and marks the account as blocked. It does this on purpose: continuing to retry would risk triggering a real lockout on the bank's side. The account stays in the dashboard with a "needs attention" indicator, and the list response carries scrapeBlockedAt and scrapeBlockedReason.

To recover:

1. Fix the underlying cause (re-enter credentials, talk to the bank if it locked you, switch Login mode to assisted if 2FA is the issue).
2. From the account view, press Run scrape now. That clears the block and enqueues a fresh scrape. Programmatically, the same effect comes from POST /accounts/:accountId/restart.
3. If the run fails again immediately, the cause is still present — fix it and try once more.

A webhook did not fire

Check the following in order:

1. Open the request (or bank transaction) in the dashboard and look at the delivery attempts.
2. Confirm the Webhook URL in account settings is reachable from the public internet and returns a 2xx response.
3. Confirm your Authorization token, if any, is still valid on your side.
4. Reconbanker retries up to 3 times with exponential backoff (5 seconds, 10 seconds, 20 seconds). After that the delivery is marked failed.
5. Press Resend webhook to replay the delivery once you have fixed the receiver.

A request expired after 5 days

Reconbanker automatically expires any pending request older than 5 days. If you want to be notified when this happens, turn on Notify on expired in account settings. Reconbanker will fire your webhook with status: "expired" so your system can update accordingly.

If a transfer arrives later for an expired request, you can re-register the order and it will match the bank transaction normally.

I need to talk to a human

Email support at ignaciogarcia.code@gmail.com.