Troubleshooting Connection Issues
Running into problems with a provider connection? Most issues are straightforward to resolve. This guide covers the most common connection problems and how to fix them.
Last updated About 1 month ago
Session Expired
What it looks like: Your provider shows a warning status in Settings > Providers & Integrations, and your data has not been updated recently.
Why it happens: Banks and brokerages require periodic re-authentication for security. When the session expires, Findex can no longer sync your data.
How to fix it:
Go to Settings > Providers & Integrations.
Find the provider with the expired status.
Click Reconnect.
Complete the authentication flow (BankID or bank login).
Your connection will be restored and syncing will resume.
[Image: The Providers & Integrations page showing an expired provider with the Reconnect button highlighted]
Connection Fails During Authentication
What it looks like: You start connecting a provider but the authentication step does not complete successfully.
Why it happens: This can occur if BankID times out, you enter incorrect login credentials, or there is a temporary issue with the provider.
How to fix it:
Double-check your credentials -- Make sure you are using the correct login details for your bank or brokerage.
Try BankID again -- If BankID timed out, restart the connection process and complete the verification promptly.
Check your bank's status -- Some providers experience occasional downtime. Wait a few minutes and try again.
Clear your browser cache -- In rare cases, cached data can interfere. Try a fresh browser session or a different browser.
Data Not Updating After Sync
What it looks like: Your connection shows as active, but your portfolio values seem outdated.
Why it happens: Syncs run on a regular schedule, not in real-time. There is always a short delay between changes at your bank and when they appear in Findex.
How to fix it:
Check the Last Sync timestamp in Settings > Providers & Integrations to see when data was last pulled.
If the last sync was recent, your data may simply be reflecting the most recent available information from your provider.
If the last sync timestamp is old, the session may have expired -- look for a warning status and reconnect if needed.
Provider Not Found in the List
What it looks like: You search for your bank or brokerage but it does not appear in the provider list.
Why it happens: That provider is not yet supported through the Finsquid integration.
How to fix it:
You can still track those accounts by adding assets manually via Portfolio > Investments > Add Asset > Add Manually.
Let us know which provider you would like added by contacting team@findex.se. We are always expanding the list.
Imported Assets Missing or Incorrect
What it looks like: After connecting, some assets are missing or show unexpected values.
Why it happens: This can occur if the provider only shares partial data, or if certain account types are not fully supported.
How to fix it:
Check that you authenticated with the correct account that holds the assets you expected.
Wait for the next sync cycle -- sometimes the initial import does not capture everything on the first pass.
If the issue persists, contact us with details about which assets are missing.
Tips
Start with the basics -- Most connection issues are resolved by reconnecting the provider in Settings > Providers & Integrations.
Check your provider's status -- If your bank is undergoing maintenance, Findex will not be able to connect until service is restored.
Keep BankID ready -- Having BankID open on your phone before starting the authentication flow makes the process smoother.
Try a different browser -- If authentication fails repeatedly, switching browsers or clearing your cache can help.
Need Help?
Still stuck? We are here for you. Reach out to us at team@findex.se with a description of the issue and which provider you are trying to connect. We will help you get it sorted.