Support
Email support@lavafactory.com and a person will read it. If something is wrong with a balance, include which bank and roughly when you last saw it update — that is usually enough to find the problem.
- Connecting a bank
- A balance looks wrong or old
- Your bank asks you to sign in again
- Adding and changing widgets
- Disconnecting a bank
- Deleting your account and data
- Security and credentials
1Connecting a bank
Open the app and choose Connect banks. Your bank's own sign-in appears, run by Plaid. You enter your credentials with your bank, not with us.
Some banks hand you back to the app through your browser. If you end up looking at a web page that says the connection is complete but the app has not updated, switch back to the app and pull to refresh. The connection is stored on our side the moment your bank confirms it.
Most banks in the US and Canada work. In Canada, pick the Canadian name: TD Canada Trust, not TD Bank, which is the US bank and has a different sign-in.
If your bank does not appear in the list, it is not currently supported by Plaid for balance data. Tell us which one and we will pass it on, though we cannot add institutions ourselves.
2A balance looks wrong or old
Balances come from your bank on request, and the app asks once each time you open it. The widget shows the last figure the app fetched, so a widget can be older than what you see in the app. Open the app and tap Refresh to pull current figures.
Two things are worth knowing before assuming a bug. Banks report a current and an available balance, and these legitimately differ when a transaction has not settled. And a few institutions update balances on their own schedule rather than in real time, so a figure can be accurate as of a few hours ago and still not match your bank's app to the cent.
If a balance has not moved for more than a day and refreshing does not change it, email us.
3Your bank asks you to sign in again
This is normal and not a sign anything has broken. Banks expire the permission you granted — many of them every twelve months — and some do it sooner if you change your password or your bank's own security rules require it.
The app shows the affected bank and offers to reconnect it. You will go through your bank's sign-in once more.
Watch the account list during that flow. Some banks show you which accounts to share and start with none of them selected, even though you had already chosen. Anything you leave unchecked stops being shared, and its balance will disappear from the app. Check every account you want to keep.
4Adding and changing widgets
On iPhone and iPad, touch and hold an empty part of the Home Screen, tap Edit, then Add Widget, and search for Above Water.
Widgets update in the background on a schedule iOS and iPadOS control, not one we set. Opening the app refreshes them immediately.
If a widget shows nothing after you sign in, or keeps showing an old figure after you have refreshed in the app, removing it and adding it again clears the system's cached copy. This is an Apple caching behaviour and affects all widgets, not only ours.
5Disconnecting a bank
Open Connect banks, find the bank, and choose Disconnect. We tell your bank's data provider to revoke the connection, then delete the balances we had cached for it. Nothing about that bank is kept.
Disconnecting cannot be undone from our side — reconnecting means signing in to your bank again.
6Deleting your account and data
Delete your account in the app, with the Delete account button next to Sign out. If you can't sign in, email support@lavafactory.com from the address you signed up with.
What we hold and how long we keep it is set out in Data retention & deletion.
7Security and credentials
We never see your bank credentials. You sign in to your bank inside Plaid's flow. What we receive is a token that permits reading account names, types, the last few digits of the account number, and balances. It does not permit moving money, and the app has no ability to make a payment or a transfer.
If you would rather revoke our access without going through us, you can do it directly at my.plaid.com, which lists every app connected to your accounts through Plaid.
More detail is in the Security overview and the Privacy policy.