A linked account can differ from the institution when the connection has not finished account review, the last sync is stale, the wrong Kerdora record was mapped, or the institution does not supply that balance, holding, cash position, or transaction through its feed. Start with the institution card in Profile → Accounts and check the status and last sync before changing client data.
Check the linked institution status first
Open the client and go to Profile → Accounts. Find the institution card and note its status:
Connected means the link is healthy, but different products can still update at different times.
Stale means the data may be out of date. The advisor can select Refresh and then verify the last-sync time.
Error can require the client to select Reconnect in the portal and complete bank authentication again. Advisors cannot complete client bank reauthentication.
Pending Review means the institution connected, but discovered accounts still need a link, create, or skip decision under Review Accounts.
Do not create a second institution link merely because one value looks stale. That can create duplicate accounts and transactions.
Why is a linked balance different from the institution?
After checking the last sync, confirm that the account was mapped to the correct Kerdora record. Compare the institution, account name, mask, type, owner, and balance.
A current institution total does not guarantee that every product has refreshed at the same time. Select Refresh on a Connected or Stale link, wait for the response, and confirm that the last-sync timestamp changes. If the link becomes Error, ask the client to reconnect.
Linked balances are controlled by the connection. An advisor should not create a manual duplicate to force the total to match. If the institution does not provide a usable balance for that account, unlink it and maintain the surviving Kerdora record manually.
Why are holdings or Schwab cash missing?
Institutions decide which positions and security details their feeds return. A brokerage account can supply holdings without representing all cash or sweep positions the same way the institution statement does. Security mapping can also affect how a position appears in Investments.
Check:
the account is included and was not set to Skip in Review Accounts;
the institution card shows a recent successful sync;
the position belongs to the linked account and appears on the same statement date;
the institution exposes the position through its connection feed; and
an unmapped or custom security is not being classified under another label.
Do not add a competing manual holding to a linked investment account. Each successful holdings sync replaces the linked holdings set. Use a separate manual record only when the institution feed cannot support the account and the linked account has been unlinked.
Why are transactions missing or duplicated?
Transaction history and refresh timing vary by institution. A current balance does not prove that transactions are complete through the same date.
Confirm the account, last sync, date range, and whether the institution supplies transactions for that product. If the same date range was also imported from a statement, the overlap can create apparent duplicates. Review and hide the duplicate Spending entry instead of changing the linked balance.
How do I correct the wrong account mapping?
If a discovered account was linked to the wrong Kerdora record, compare the type, mask, owner, and existing data before making another record.
When the current workflow cannot safely correct the mapping, use Unlink account from the client portal, then review the discovered account again and choose the correct existing record or create a new one. Unlinking stops synchronization and leaves the Kerdora asset or liability available for manual maintenance.
Review the confirmation carefully. If linked holdings replaced earlier manual positions, unlinking does not recreate those old manual holdings automatically.
When should a client reconnect, disconnect, or unlink?
Use Reconnect when the institution link is in Error and bank authentication is required. The client completes this action.
Use Disconnect when the household wants to stop the institution connection. Previously created records remain for manual maintenance.
Use Unlink account when one asset or liability should stop syncing while the institution connection remains.
The advisor can refresh a healthy or stale link. The client controls bank reauthentication, disconnecting, and unlinking through the portal controls.
What should I send Kerdora Support?
If the mismatch repeats after a successful refresh or reconnect, send Kerdora Support:
household name;
institution;
link status and last-sync time;
affected account name and last four digits;
whether the problem is balance, holdings, cash, or transactions;
the expected statement date and observed value; and
screenshots of the visible mismatch and error, if any.
Never send passwords, multifactor codes, security answers, or full account numbers. Institution feeds can have source limitations, so Support may confirm that manual maintenance is the safest option for a specific account.