Admin
Reconnecting a Bank Account
When Topkey loses access to a connected bank account, transactions stop syncing automatically. This page explains why connections break, how to spot the problem, and how to restore the connection quickly.
Why Connections Expire
Bank connections can drop for several reasons:
- Periodic re-verification — Many banks require you to re-confirm your credentials or re-consent to data sharing on a regular schedule.
- 90-day re-authorization windows — Banks that use OAuth (such as Chase, Bank of America, and Wells Fargo) typically enforce a 90-day session limit, after which you must reauthorize access through your bank's website.
- Password or security changes — Changing your password, enabling two-factor authentication, or updating security questions at your bank automatically revokes the existing connection.
When any of these events occur, Topkey can no longer pull new transactions until you re-authenticate.
How to Tell a Connection Needs Attention
Watch for these signs that a bank connection requires action:
- A yellow or red status badge on the affected account card, labeled Reconnect Required or Error.
- Transactions have stopped appearing and the last sync date is falling behind the current date.
- A warning banner appears on the Connections page or the Transactions page.
Check your bank connection status periodically from the Connections page — especially before month-end close — so a stale connection does not delay your reconciliation.
Reconnecting Your Bank Account
To restore a broken connection:
- In the left navigation, go to Accounts → Connections.
- Locate the bank account that needs attention. It will display a status badge indicating the connection requires action.
- Click the (...) menu next to that account and select Refresh.
- An authentication window from your bank will open. Follow the prompts — this may include entering your username and password, completing a multi-factor authentication step, or being redirected to your bank's website to authorize access.
- Once you complete the steps, the window closes and the connection status updates to Connected.
After reconnecting, Topkey will automatically back-fill transactions that were missed during the disconnection window, typically covering up to the past 30 days.
OAuth Banks (Chase, Bank of America, Wells Fargo, and Others)
Some banks use OAuth, which means instead of entering your credentials directly in the authentication window, you are redirected to your bank's own website to approve access. Once you authorize the connection on your bank's site, you are redirected back to Topkey and the connection is restored. The process works the same way as when you first connected the account.
Keep your bank's website login credentials handy before starting the reconnection flow for OAuth banks, since you will be completing the authorization on their site.
If Reconnecting Does Not Work
If the Refresh option does not resolve the issue:
- Go to Accounts → Connections and click the (...) menu next to the affected account.
- Select Delete to remove the account.
- Click Connect with Plaid to add the account again from scratch and complete the connection flow.
Selecting Delete permanently removes the account connection. Make sure you have noted the account details before proceeding, and confirm that transactions already synced are saved in Topkey before deleting.
If the error persists after re-adding the account, Contact Support for assistance.
Staying Ahead of Connection Issues
Topkey includes notification routes that can alert the right team member as soon as a bank connection drops. To make sure your admin is notified promptly:
- Go to Settings → Notification Routes and enable the route for bank connection errors.
- Confirm the route is directed to the correct recipient and notification channel.
Notification routes are pre-configured by Topkey. You can enable or disable each route and update the target recipient or channel, but you cannot add new routes.
Frequently Asked Questions
How long does it take for missed transactions to appear after I reconnect? Topkey begins back-filling missed transactions immediately after the connection is restored. Depending on the volume of transactions, this typically completes within a few minutes. Topkey can recover transactions from up to 30 days before the reconnection date.
Do I need to be an account admin to reconnect a bank account? Yes. Managing bank connections requires admin-level access in Topkey. If you do not see the Connections option under Accounts or cannot access the (...) menu, ask your account admin to complete the reconnection or grant you the appropriate permissions.
Will a disconnected bank account affect my other Topkey features? The disconnection only pauses automatic transaction syncing for that specific account. Your other connected accounts, bills, invoices, and reporting features continue to work normally. However, any reports or reconciliations that depend on up-to-date transactions from the disconnected account may show incomplete data until the connection is restored.