Account aggregation is powered by MoneyKit, a secure service that connects your clients' financial institutions to Kerdora. Most of the time it works without a hitch, but when something goes wrong, this article covers the most common issues and how to fix them.
Each section below is a specific problem with a clear resolution. If you're helping a client troubleshoot, you can walk them through the relevant steps directly.
Client Can't Find Their Institution
When a client clicks Link Account, they search for their bank or brokerage by name. If their institution doesn't appear in the search results, it's likely not yet supported by MoneyKit's network.
What to do:
Try alternate names. Some institutions go by a parent company name or abbreviation (e.g., "USAA" instead of "United Services Automobile Association").
Try the institution's website URL if the name search isn't working.
If the institution genuinely isn't listed, it's not supported yet. Enter the client's account data manually instead. You can always link the account later if support is added.
MoneyKit covers thousands of banks, brokerages, and credit card companies. But smaller credit unions and regional banks may not be available. This isn't something Kerdora can fix on our end; it depends on MoneyKit's institution coverage.
Connection Fails During Linking
The client gets through the search step but the connection doesn't complete. This can look like an error screen, a timeout, or the connection window closing unexpectedly.
Common causes and fixes:
Wrong credentials — The client entered the wrong username or password. Have them double-check their login at their institution's own website first, then try again in Kerdora.
MFA timeout — The institution sent a verification code or push notification, and the client didn't respond in time. Close the connection window and start over. Make sure the client has their phone or authenticator app nearby before beginning.
MFA blocked — Some institutions require clients to authorize third-party connections from within their own app or website settings. If MFA keeps failing, have the client check their institution's security settings to make sure third-party access is allowed.
Institution is temporarily down — The institution's servers aren't responding. Wait 15 to 30 minutes and try again. You can check whether the institution's own website or app is working as a quick test.
Browser or popup blocker — The secure connection window may be blocked by the client's browser. Try disabling popup blockers or using a different browser.
Connection Shows "Error" (Red Badge)
In the Linked Accounts section under Profile > Accounts, an institution card shows a red Error badge. This means the connection is broken and data is no longer syncing.
Why this happens:
The client changed their password at the institution
The institution is requiring re-authentication
The institution revoked the third-party connection
How to fix it:
Go to the institution card in the Linked Accounts section
Click Reconnect
The client logs into their institution again with their current credentials
Once re-authenticated, the status changes back to Connected and syncing resumes
If the client recently changed their password, they need to use the new one. If reconnecting doesn't work after a couple of tries, the institution may be having a temporary issue. Wait a few hours and try again.
Data Isn't Updating (Stale Connection)
An institution card shows an amber Stale badge and displays something like "Data may be outdated." This means Kerdora hasn't received updated data from that institution in over 48 hours.
Why this happens:
The institution had a temporary outage
A background sync failed
The connection needs to be refreshed
What to do:
Click the refresh icon on the institution card to pull the latest data
If the refresh works, the badge changes back to Connected
If the refresh fails or the badge stays amber, try clicking Reconnect to re-authenticate
If neither works, wait a few hours. The institution's data feed may be recovering from an outage.
There's a rate limit on refreshes: one per 60 seconds per institution. If you click refresh and nothing seems to happen, wait a minute before trying again.
Accounts Showing Incorrectly After Linking
After linking, the accounts in Kerdora don't match what the client expects. Maybe there are extra accounts, missing accounts, or accounts with the wrong type.
Extra accounts showing up:
During the review step, the client may have selected Create new account for an account that already existed in Kerdora. This creates a duplicate. To fix it, delete the duplicate account from the balance sheet and make sure the linked account is mapped to the correct existing account. You may need to disconnect and re-link to get a fresh review.
Missing accounts:
The client may have selected Skip for that account during the review step. Disconnect the institution and link it again to get a new review screen where you can choose differently.
Some institutions don't expose all account types through their data feed. If a specific account consistently doesn't appear, it may not be supported for aggregation at that institution.
Wrong account type or name:
Account types come from the institution's data feed and may not always match Kerdora's categories perfectly. You can still edit the account name and other details manually in Kerdora. The balance and holdings will continue syncing regardless of what you name the account.
Accounts Stuck in "Pending Review"
After the client connects an institution, it shows a blue Pending Review badge. The institution is connected, but the accounts aren't fully synced yet because the review step hasn't been completed.
What's happening:
Pending review means the client (or you) still needs to decide what to do with each account from that institution: link it to an existing account, create a new one, or skip it. Until this step is done, Kerdora knows about the accounts but hasn't started syncing their data into the plan.
How to fix it:
Go to Profile > Accounts and click the Linked Accounts tab
Find the institution card showing Pending Review
Click Review Accounts
For each account, choose: link to an existing account, create new, or skip
Click Confirm & Sync
Once confirmed, the status changes to Connected and data starts syncing.
Don't leave accounts in Pending Review for too long. The review session can expire if left idle, which means you'll need to start the review over.
New Accounts Detected at an Already-Linked Institution
An institution card shows a banner that says "New accounts detected that need review." This happens when the client opens a new account at an institution that's already connected to Kerdora (for example, opening a new savings account at a bank that's already linked).
How to fix it:
Go to Profile > Accounts and click the Linked Accounts tab
Find the institution card showing the new accounts banner
Click Review Accounts
For each new account, choose: link to an existing account, create new, or skip
Click Confirm & Sync
The new accounts will start syncing alongside the ones you already had linked.
Investment Holdings Were Overwritten
After linking an investment or retirement account, the manually entered holdings are gone and replaced with live data from the institution.
This is expected behavior. When you link an investment account, Kerdora replaces all existing holdings with live data from the institution. Each sync fully refreshes the holdings, so you're always looking at the institution's current positions.
If you didn't want this:
Unlink the individual account by hovering over it in the Linked Accounts section and clicking the unlink icon. The account converts back to a manual entry, and the balance field becomes editable again.
You'll need to re-enter any holdings you want to track manually.
To avoid this in the future:
During the review step, select Skip for any investment account where you prefer to manage holdings manually.
Client Can't Access Account Linking at All
The client doesn't see a Link Account button anywhere in the portal.
Most likely cause: The client hasn't been invited to the portal yet. Account aggregation is only available to clients who have portal access.
How to fix it:
Open the client's file
Go to Profile > Household
Click on the adult
Click Invite to Portal and share the invite link with your client
Once the client logs in, they'll see the option to link accounts during onboarding and from their balance sheet.
Still Having Issues?
If your issue isn't covered above:
Try disconnecting and reconnecting the institution. This resets the connection and triggers a fresh review. Click the trash icon on the institution card, then have the client link the institution again.
Make sure the client is using current credentials. If they recently changed their bank password, they need to use the new one.
Check the institution directly. If the institution's own website or app is down, account aggregation won't work until they're back online.
Contact Kerdora support. Include the institution name, the status badge color you're seeing (Connected, Stale, or Error), and a description of what happened. This helps us diagnose the issue faster.