Some of my transactions are missing
Occasionally you may find that you have some transactions missing from one or all of your bank connections. There can be a few possible reasons for this.
When connecting a bank via Open Banking, you need to renew your consent for Emma to access the data every 90 days.
This means that if you don't use Emma for 6 months, and then you login in again and renew your access, you may find that you have 3 months of data missing.
Please reach out to us on chat if you think you have this issue 👋
When you first link to Emma, we sync roughly the previous 12 months of your transaction history from the bank account you connect. So, if you connected your bank account on the 1st of January this year, it will only show data to the 1st of January of the previous year.
If you're looking to access data from previous years, there is something we can try to request more data but this is not guaranteed to work.
To try this, please reach out to us on chat 📅
if you're finding that it's just one bank that you're missing transactions for, this can indicate an issue with the data that they're sending us.
Please check whether you can see the transactions on the bank's own banking app. If you can't, you may need to go directly to your bank.
If the transactions are showing on your banking app/ bank statement, but not in Emma, we'll need to take a look for you.
We can put our team of expert engineers, and the banks's Open Banking team, to work to resolve the issue. Just let us know via chat and we'll put them on the case 🕵️
You haven't used the app for a while
When connecting a bank via Open Banking, you need to renew your consent for Emma to access the data every 90 days.
This means that if you don't use Emma for 6 months, and then you login in again and renew your access, you may find that you have 3 months of data missing.
Please reach out to us on chat if you think you have this issue 👋
You're looking for data from over 12 months ago
When you first link to Emma, we sync roughly the previous 12 months of your transaction history from the bank account you connect. So, if you connected your bank account on the 1st of January this year, it will only show data to the 1st of January of the previous year.
If you're looking to access data from previous years, there is something we can try to request more data but this is not guaranteed to work.
To try this, please reach out to us on chat 📅
Something's up with your banking connection
if you're finding that it's just one bank that you're missing transactions for, this can indicate an issue with the data that they're sending us.
Please check whether you can see the transactions on the bank's own banking app. If you can't, you may need to go directly to your bank.
If the transactions are showing on your banking app/ bank statement, but not in Emma, we'll need to take a look for you.
We can put our team of expert engineers, and the banks's Open Banking team, to work to resolve the issue. Just let us know via chat and we'll put them on the case 🕵️
Updated on: 28/02/2025
Thank you!