Troubleshooting

Quick solutions to common issues you might encounter with Midday.

Bank connection issues

Bank not syncing

If your bank connection stops syncing:

1. Go to Settings → Accounts
2. Check if the account shows a warning icon
3. Click Reconnect and re-authenticate with your bank
4. Wait a few minutes for transactions to sync

Why this happens: Banks require re-authentication periodically (often every 90 days) for security.

Bank not found

If you can't find your bank when connecting:

1. Try searching by the full official name
2. Check if your bank has a separate business banking platform (search for that instead)
3. Some smaller banks may not be supported yet
4. Use CSV import as an alternative

Missing transactions

If recent transactions aren't appearing:

1. Wait: Transactions can take 1-3 days to appear after clearing your bank
2. Check the date range: Make sure you're viewing the correct period
3. Sync manually: Click Sync in your account settings to force a refresh
4. Verify in your bank: Confirm the transaction has actually cleared

Duplicate transactions

If you see duplicate transactions:

1. Check if you connected the same account twice
2. Look for pending vs. cleared versions of the same transaction
3. You can hide duplicates by marking them as excluded

Receipt matching issues

Receipts not matching

If receipts aren't matching to transactions:

1. Transaction hasn't cleared: Wait for the bank transaction to appear
2. Different account: The purchase might be on a different connected account
3. Amount mismatch: Tips, taxes, or currency conversion can cause slight differences
4. Manual match: You can always match manually from the inbox

Receipt not processing

If an uploaded receipt stays stuck:

1. Check the file format (PDF, JPG, PNG work best)
2. Ensure the image is clear and readable
3. Try re-uploading the receipt
4. Very long receipts may need to be split into pages

Gmail/Outlook not capturing receipts

If connected email isn't finding receipts:

1. Check the connection is still active in Inbox Settings
2. Receipts in spam/junk folders may not be captured
3. Some receipt formats may not be recognized automatically
4. Forward important receipts manually as a backup

Invoice issues

Customer not receiving invoice

If a customer says they didn't get your invoice:

1. Check the email address is correct in customer details
2. Ask them to check spam/junk folders
3. Resend the invoice from the invoice detail page
4. Share the invoice link directly as a backup

Online payment not working

If customers can't pay online:

1. Verify Stripe is connected in Invoice Settings
2. Check that online payments are enabled for that invoice
3. Have the customer try a different card or browser
4. Check your Stripe dashboard for any declined payment details

Invoice showing wrong currency

To fix invoice currency:

1. Edit the invoice
2. Change the currency setting
3. Re-enter amounts if needed
4. Save and resend

Set a default currency per customer to avoid this in the future.

Report issues

Numbers seem wrong

If your reports show unexpected numbers:

1. Check date range: Make sure you're viewing the intended period
2. Review categories: Miscategorized transactions affect reports
3. Check excluded transactions: Some transactions might be excluded
4. Multiple currencies: Exchange rates affect converted amounts

Burn rate is too high

If burn rate seems inflated:

1. Check for credit card payments categorized incorrectly (should be "Credit Card Payment" to be excluded)
2. Look for internal transfers between your accounts
3. Review large one-time expenses that might skew the average

Runway showing zero

If runway shows zero or seems wrong:

1. Verify you have cash accounts connected (checking/savings)
2. Check that accounts are enabled in settings
3. Make sure transactions are categorized (uncategorized expenses don't count toward burn rate)

Time tracking issues

Timer not saving

If tracked time isn't saving:

1. Make sure you selected a project before starting
2. Check your internet connection
3. Don't close the browser tab while timer is running
4. Use the desktop app for more reliable tracking

Can't delete time entry

If you can't delete a time entry:

1. Check if it's been invoiced (invoiced time can't be deleted)
2. You may need to remove it from the invoice first
3. Archived projects may have restrictions

Account and billing

Can't access account

If you can't sign in:

1. Try resetting your password
2. Check you're using the correct email
3. Clear browser cache and cookies
4. Try a different browser or incognito mode

Subscription issues

For billing questions:

1. Go to Settings → Billing
2. View current plan and payment method
3. Update payment details if needed
4. Contact support for invoice or refund requests

Performance issues

App running slowly

If Midday feels slow:

1. Clear browser cache: Old cached data can cause issues
2. Check internet: Slow connection affects load times
3. Try a different browser: Chrome and Firefox work best
4. Close other tabs: Free up browser memory

Data not loading

If pages aren't loading data:

1. Check your internet connection
2. Try refreshing the page
3. Sign out and back in
4. Clear browser cache

Still need help?

If you can't find a solution:

1. Email: [email protected]
2. Response time: Usually within 24 hours on business days

When contacting support, include:

• What you were trying to do
• What happened instead
• Any error messages you saw
• Screenshots if helpful