Start linked-account troubleshooting in Connections. Identify whether the problem is institution access, account review, initial import, a balance, holdings, or transactions before changing records. A second account or connection can make a mismatch harder to resolve.
How can I see which linked accounts need attention?
For an advisor, Office → Home shows a household connection summary in Plan snapshot. Select that summary to open Connections and identify the institution needing attention.
Read the summary, such as “2 connections · 1 needs attention.” It counts institution connections, not individual accounts.
Open the affected institution in Profile → Accounts → Connections and check its status and available actions.
For an individual account, hover over or select its icon in Profile Accounts to read connection details. Accounts without a Plaid connection show a category icon instead of an institution logo.
Account rows can also show Needs attention for a Plaid connection requiring reconnection, consent renewal, or restored access. That label doesn't cover every review or data problem. There isn't a full, always-visible manual/healthy/out-of-sync status column.
“Connection status unavailable” doesn't mean Manual account. Check Connections before deciding that a feed is broken; “all healthy” doesn't establish that every balance or holding is current.
What should I do when refresh or Reconnect fails?
An advisor checks Profile → Accounts → Connections; the account holder uses the client profile menu's Connections page to complete institution authentication.
Expand the affected institution and record its status and relevant timestamps.
For Needs reconnecting, Consent expiring, or Access revoked, have the client select Reconnect when offered.
The client should confirm that their login works directly at the institution, then complete the institution's prompts in Plaid.
If reconnecting fails, send Support the exact message, failed step, institution, household, and approximate time.
Current Plaid cards don't offer the old universal Refresh action. “Unable to start connection repair.” or “The connection completed, but Kerdora could not finish setup. Please try again.” doesn’t establish that the password is wrong.
Have the client retry Reconnect once, then report a repeated failure to Support. An advisor can't complete bank authentication for a client.
Don't repeatedly disconnect and relink a working institution to force a newer value. Never send institution passwords or security codes to Support.
Why can't my client link Altruist or another institution?
In the client Connections page, Link an institution is available only when linking is enabled for that household. The institution and account must also be supported by the connection provider.
If the action is missing, check for an existing connection's switch-to-Plaid notice. An old unswitched connection can block new linking. The advisor can prepare portal access through Invite client to link, but that doesn't guarantee provider availability.
If Plaid opens but the institution can't be found, confirm the institution name and website, then report the missing institution to Support. Don't assume a different login at a similarly named institution is appropriate.
For Altruist holdings, the separate “Importing Holdings from Altruist” article describes a CSV alternative. That import doesn't establish an ongoing institution connection. For other unsupported accounts, maintain a reviewed manual record or use current statements as source material without duplicating an existing account.
Why is an account missing after it was connected?
In Connections, check the account's review state before assuming the institution failed to supply it.
Open the institution and look for Needs review, Awaiting advisor review, Skipped, No longer shared, or Importing history.
If a decision is outstanding, select Review accounts, or the counted label such as Review 1 account or Review 3 accounts after the initial review. Advisors choose the correct existing account, Create new account, or Skip, then Confirm & Sync. Clients use Save and continue.
If the institution offers Add new accounts, the client can use it to update sharing and review newly returned accounts.
If initial history is importing, check its progress before creating another record.
A client who chose Let my advisor review hasn't added that deferred account to the plan. No longer shared means the institution no longer supplies that account.
A linked Betterment login, for example, doesn't prove that every 401(k) account is included or supported. Escalate a missing account with its ending and review state.
Why are values still wrong when the connection says “synced just now”?
In Connections, a recent balance retrieval doesn't prove that investment holdings or transactions refreshed at the same time. “Balances checked” uses the newest retrieval among shared accounts in that connection.
Confirm the institution, account ending, owner, type, and statement date.
Expand the institution. Advisors should inspect Holdings or Transactions information as well as the balance timestamp.
Compare the same account and valuation date in Kerdora and at the institution.
Check the investment account's holdings when its plan balance differs from the connection's reported balance; investment accounts can be valued from holdings.
Send a persistent mismatch to Support with expected and observed values and both dates.
A wrong match, older holding prices, missing positions, or different source timing can require different fixes. Don't add a balancing account or change a Goal assignment merely to make totals agree. Fix the source problem first.
Why are Schwab cash or other investment holdings missing?
In Profile → Accounts, inspect the investment account's positions and compare them with the source statement. A missing cash or sweep position differs from a holding that exists but has an unfamiliar name or classification.
Confirm that the correct institution account was included, then inspect Holdings sync information in Connections. Compare statement dates, position names, quantities, and values. A recent balance check alone doesn't show that every position arrived.
If a statement has cash that Kerdora doesn't show, report the institution, account ending, cash description, date, and amount to Support. The same process applies to missing retirement-plan holdings; no institution-specific defect is assumed fixed merely because the connection says Connected.
Avoid adding competing positions to a linked account before identifying the cause. The initial connected holdings import replaces the destination holdings, and subsequent provider changes can update them. A manual workaround should preserve one accurate representation of the account.
What do I do with duplicate accounts after unlinking and relinking?
Disconnecting an institution keeps its plan records. When the client relinks, choose the correct existing record offered in account review to avoid a duplicate. Choosing Add as new can leave old and new copies in Profile → Accounts.
Compare both records' institution, ending, owner, balance, holdings, and connection information.
Identify which account is currently fed by the connection and which is an old manual copy. Check Goal funding and any other information you need to keep.
If the duplicate is a confirmed unwanted manual record, open it, select Edit account, then the delete action named for its type (for example, Delete bank or Delete loan) and confirm Delete.
Review household totals and Goal assignments after removal.
If either copy's connection or dependencies are unclear, contact Support with both records before deleting. Deleting a live linked record isn't a supported way to remap its feed. Current Plaid cards don't have a universal per-account unlink-and-remap control.
For a second spouse login, skip an already-connected joint account instead of adding another copy. The linking article explains the duplicate-login check.
How can I remove imported transactions after linking accounts?
In Planning → Spending, inspect overlapping imported and linked transactions before removing anything. Disconnecting an institution doesn't delete its imported history, and changing an account balance doesn't fix duplicated activity.
For an individual confirmed duplicate:
Open the transaction in Spending.
Select the eye control labeled Visible in spending — tap to hide.
Check that the transaction shows Hidden from spending.
This hides the entry from spending calculations; it doesn't erase the source history. To restore it, use the transaction filter's Hidden only or Visible and hidden choice, open the entry, and select Hidden from spending — tap to show.
If an entire file import overlaps a linked feed, ask Support to identify the import and affected date range before bulk cleanup. Provide account ending, dates, and source filename. Don't reimport the same statement or delete the account to remove transaction history.
Why does an account linked before the Plaid switch show no status?
In Profile Accounts, a pre-switch MoneyKit account shows a category icon without an institution logo or a Needs attention link. Hover over or select that icon to read Healthy or Needs attention and when its old connection last updated. Needs attention appears if the feed has an error or its last update was more than 48 hours ago.
Older MoneyKit connections appear in a separate switch panel in Profile → Accounts → Connections, rather than in the Plaid institution cards with their sync details. Before a switch starts, an old institution can have no switch-status label.
Missing Plaid status doesn't mean that its retained plan account should be added again. Find the old institution and have the client sign in to their own portal, open Connections, and use Switch to Plaid when offered. Advisors can review matches, but the client completes institution authentication and approves the switch.
Follow “How does a client switch an old connection to Plaid?” for matching and approval. If the old institution or switch action is missing, send Support its name and account ending.
Why does Connections still say “by September 30”?
The September 30, 2026 MoneyKit cutoff has passed, but Connections still shows “Reconnect your banks by September 30” to clients or “This client's banks need reconnecting by September 30” to advisors. That fixed message doesn't mean the deadline is still ahead.
An unswitched MoneyKit connection keeps its accounts, last balances, and imported history after the cutoff, but no longer receives MoneyKit updates. The cutoff doesn't delete those records or prevent a client from using Switch to Plaid when offered.
An unswitched connection can still block linking a new institution through Plaid. Have the client switch the old connection with Switch to Plaid. For an institution Plaid doesn't support, follow "How do I remove an old unsupported connection that's blocking Plaid?" Contact Support if neither action is available.
How does a client switch an old connection to Plaid?
In Connections, the client can still use Switch to Plaid for an existing MoneyKit connection when offered after the cutoff.
The client selects Switch to Plaid and authenticates with the institution.
The client or advisor opens Review accounts and matches each returned account to the existing plan account it replaces.
Choose Create a new plan account only for a new account, or the row’s X icon to exclude it. Matching choices save as they’re made.
Before approval, the advisor checks Previously linked accounts for each old account’s history outcome. Only the advisor sees that outcome list.
The client selects Approve this switch after every returned account has a decision.
Advisors can change matches, but only clients can approve the switch. Changing a match after approval, while editing remains available, returns the switch to review and requires client approval again.
Waiting for bank history means client approval is recorded; it isn’t a prompt to start another switch. Report Needs attention to Support. Switching an old connection is separate from linking a new institution.
What happens to transaction history when a connection switches to Plaid?
During a switch in Connections, each matched account loses its old MoneyKit transaction history, including an account matched with no Plaid history. An old account left unmatched stays manual and keeps its history.
Before the client approves, the advisor opens Review accounts and checks Previously linked accounts. Outcomes read History will be replaced, Connected; no Plaid history, or Manual; history kept. Clients don’t see this outcome list; a no-history match option instead says “Connected with no historical transactions.”
Compare account matches and discuss any history gap before approval. Ask Support about an unclear outcome before proceeding; a no-history match doesn’t preserve the old transactions. Once an unmatched account becomes manual, maintain its balance from current statements.
How do I remove an old unsupported connection that's blocking Plaid?
In Connections, an old MoneyKit institution can offer Remove when it isn't already part of an active switch. Deleting its account records alone doesn't remove the connection.
As an advisor, open Profile → Accounts → Connections. Clients use the profile menu's Connections page.
Find the old institution in the switch panel and select Remove when offered.
Read “Remove [institution]?” and confirm Remove only if you intend to remove that old connection.
Check the retained accounts and maintain their current balances manually.
This removes the old connection and retains its plan accounts at their current balances; it doesn't make an unsupported institution available through Plaid. A connection already involved in a switch doesn't offer this removal route. Follow its status or contact Support if it is stuck.
For an old HealthEquity connection, check the switch panel even if the household’s account records were already deleted. The connection can still appear with Remove.
If it isn’t listed, Remove isn’t available, or removal fails, ask Support to check it. Don't create another household to bypass the problem.
What information should I send Support?
For a linked-account problem, send Kerdora Support the household, institution, affected account ending, visible status, relevant timestamps, exact error, and the action that failed.
For missing or incorrect data, include the expected statement date, observed value, expected value, and whether the problem concerns a balance, cash position, holding, or transaction period. For duplicates, identify both Kerdora records and which one appears connected. For a switch, say whether the client has approved it and whether the status is Waiting for bank history or Needs attention.
Screenshots can help when they omit unnecessary sensitive details. Don't send passwords, security codes, full account numbers, or invitation tokens.
If Support needs a source statement, use the secure method they specify. Keep urgent verified facts current manually only after confirming which existing record to maintain.