Link a bank account, and fix one that stopped syncing

Overview¶

Bank accounts reach SmartProperty in more than one way. How you fix an account that has stopped updating depends on which kind you have.

Work out which kind you are looking at:

An account linked straight to your bank from the Accounts page.

An account that arrives from your accounting platform through Connected Apps.

An account someone added by hand.

Each kind works differently.

Setup¶

Access to Accounts¶

Accounts is part of Financial Management.

Account Admin, Property Manager, CFO, and Finance Manager can open Accounts and make changes. HOA Board Member can open Accounts and view it without making changes.

If Accounts is missing from your navigation, your role does not include Financial Management. Ask your Account Admin to check your role.

Accounts appears in the left navigation when all of these are true:

You are on the current fiscal year.

Account Management is turned on for your workspace. SmartProperty turns this on for you.

Your role includes Financial Management.

Accounts is not available on a planning year. Switch to the current fiscal year to open Accounts.

If you are on the current fiscal year and Accounts still does not appear, contact SmartProperty.

Access to Connected Apps¶

The accounting platform sections below use Connected Apps. Open your property to reach the Connected Apps tab.

The Connected Apps tab appears on a property connected to an accounting platform, and only for a role that can make changes in Financial Management.

Without the Connected Apps tab, the accounting platform sections below are not available to you.

How-to¶

Link a bank account¶

Open Accounts.

Select + Add Account, then Link Account. This opens the Link Account window.

Read the Link Account window, then select Link Account to continue. SmartProperty connects through Plaid and never stores your banking credentials.

Pick your institution in the Plaid window and finish signing in there.

Once you are done, SmartProperty begins pulling the accounts on that connection.

A "Syncing account detail" notice appears while the sync runs.

If this is the first account on the property, the account list also shows a syncing panel until the first data arrives.

The first data can take a few minutes.

"Account sync complete" tells you the sync has finished.

To add an account another way, open the same dropdown.

Manual opens a form you fill in yourself.

Import from Excel takes a .csv built from the template you download inside that window.

Read the status before you change anything¶

Open the account from the Accounts list.

Status appears in the grid and again in the Details section.

Status is the fastest way to tell whether the connection is the problem.

Status is Needs Reauthentication¶

A banner appears at the top of the account: "This bank connection needs to be re-authenticated. Re-authenticate to resume syncing without losing history. Last successfully synced balances and transactions remain visible."

Select Re-authenticate. This opens a sign-in window.

Sign in again. Syncing resumes on that connection, and you keep your history.

If you close the window before finishing, the account keeps the status it had.

Needs Reauthentication appears on a bank-linked account.

An account that came from your accounting platform does not offer Re-authenticate.

Status is Failed¶

The banner shows: "The latest sync for this account failed. Last successfully synced balances and transactions remain visible. Try Refresh again later. If the problem persists, contact SmartProperty support."

You can still see previously synced balances and transactions.

The account shows your last successful data.

Wait a few minutes, then use refresh.

Using refresh¶

The refresh link appears in the Details section under Data Source.

Refresh is offered on linked accounts, and only to a role that can make changes.

Hover over the refresh link. When refresh is unavailable, the tooltip gives you the reason.

When a refresh is accepted, you see "Account refresh is in progress. Your account will be updated shortly."

The data arrives on its own. You do not need to do anything further.

A manually added account has no refresh link.

Update a manually added account from the Balance History section on the account, using Add Balance.

Reference¶

Account status¶

| Status | What it tells you |

| --- | --- |

| Active | No problem is flagged on the account or its connection. |

| Needs Reauthentication | The bank connection's authorization has lapsed. See How-to. |

| Failed | The last sync attempt did not succeed. |

| Application Pending | An account application is still in progress with the institution. |

| Maturing Soon, Matured, Inactive | A description of the account itself, not of the sync. |

An account shows Application Pending until the institution opens the account. Finish any step the institution sends you. Nothing further is needed in SmartProperty.

Data Source¶

The Details section also shows Data Source.

Data Source shows Manual, or "Linked via" followed by the source name. The date of the last update appears underneath.

Use Data Source to tell a bank-linked account from one your accounting platform sends.

When refresh is unavailable¶

Refresh is greyed out for reasons that include:

A refresh already running.

A successful sync within the last 24 hours. The tooltip names the date and time refresh opens up again.

A recent failed sync. The tooltip names when you can try again.

A refresh request can also come back declined. Messages you may see include:

The account was synced within the last 24 hours.

A recent sync failed. Wait before trying again.

A sync is already in progress for this bank connection.

A refresh is not available for this account right now. Try again later.

Accounts that come from your accounting platform¶

An account from your accounting platform differs from a bank-linked account. Check these differences before you troubleshoot.

Refreshing one of these accounts refreshes all of the property's accounts, not only the one you opened.

Find the schedule on Connected Apps > Schedule. The tab shows the last update, whether it succeeded, and when the next run is due. Update Now there is limited to one manual run per 24 hours. See [Managing Your Sync Schedule](https://smartproperty-admin-guide.pages.dev/integrations/managing-your-sync-schedule/).

Balances on these accounts come from your accounting platform and cannot be edited in SmartProperty. Correct the balance in your accounting platform. The corrected balance arrives on the next refresh.

Re-authenticate is not offered on an account from your accounting platform.

Do not carry a fix from one accounting platform to another¶

SmartProperty connects to AppFolio, CINC, eUnify, and Vantaca. Each one works differently.

A symptom that means one thing on one platform can mean something else on another.

Check the guidance for your own platform. Do not reuse a fix from a colleague on a different platform.

[Classifying Reserve Accounts and Funds](https://smartproperty-admin-guide.pages.dev/integrations/classifying-reserve-accounts-and-funds/) covers where you classify a synced account as a reserve account, and how that differs by platform. Read it before changing anything on the Connected Apps tabs.

One difference shows up as a troubleshooting symptom. On a Vantaca integration, the balance date shows the date of the sync.

A balance date that looks like today is expected on a Vantaca integration, not a bug.

Fix these another way¶

A wrong balance on an integrated account. Correct it in your accounting platform.

Details your institution did not send. The account shows a banner naming the missing details. Select Enter Details and fill them in.

A matured account. The banner asks you to update the balance. Select Update Balance.

[Connected Apps: Managing Your Integration](https://smartproperty-admin-guide.pages.dev/integrations/connected-apps-managing-your-integration/)

[Managing Your Sync Schedule](https://smartproperty-admin-guide.pages.dev/integrations/managing-your-sync-schedule/)

[Classifying Reserve Accounts and Funds](https://smartproperty-admin-guide.pages.dev/integrations/classifying-reserve-accounts-and-funds/)