Troubleshoot access, balances and integrations
A safe first check for missing controls, mismatched balances, delayed bank activity and provider setup that needs attention.
#1. Check the context before changing data
Confirm the workspace, selected property, date period and signed-in role. A tenant's portal, a team member's workspace and an internal demo do not have the same controls. Refresh a stale page once, then read the actual error rather than repeatedly submitting the action.
#2. Check access and plan
Some actions require customer Owner or Admin access. Payments and QuickBooks require eligible plans; API and automation availability also depend on the workspace's access. A disabled control is not permission to use another person's login. See Roles and permissions and Billing & plans.
#3. Follow the correct financial connection
Plaid provides bank account and transaction data; Stripe handles tenant bank-payment authorization; QuickBooks receives selected accounting activity. Check the matching card in Settings → Integrations. Reconnecting one service does not repair another. Payment history lives in Settings → Payments, while subscription invoices live under Billing & plan.
#4. Investigate a balance or missing transaction
Compare the selected month, verified rent schedule, assessed charges, credits and recorded payments. A Processing ACH is not final payment, and a bank-feed transaction is not automatically an extra rent receipt. For missing bank activity, check the date range, selected accounts, last successful sync and any reconnection message. For QuickBooks, check Mappings, Sync Settings, Sync Activity and Conflicts.
#5. Contact support safely
Include the page, approximate time, steps taken and exact visible error. Describe the affected record without attaching a full tenant list or lease. Never send passwords, bank account numbers, API keys, webhook secrets or screenshots of sensitive provider screens. Support may need you to perform account authorization or legal attestation yourself.
#Expected result
You have narrowed the issue to access, record context, provider readiness or a specific error, without duplicating a payment, changing legal data or weakening permissions.