Support

Reckon help

• Shared card — which card member made each charge, and what unresolved meansReckon

  When you connect an account, Reckon asks how many card members are on it. If two people have cards on one account, answer "Two". That answer is what lets Reckon notice if the bank sends both people's charges merged together.

  In Settings › "Accounts and connections", each card account shows its card members, and on the Month page the "What came in" panel marks each account with its card members' initials. A charge the bank did not attribute to a card member is counted as unresolved.

  "Unresolved" means the bank did not say which card made that charge. Reckon does not guess. Unresolved charges are counted on the page and highlighted on every tab of the spreadsheet export; they are never quietly merged into one person's charges.

  To resolve them, bring in the card issuer's own CSV export: "+ Bring in a statement" (in Settings › "Accounts and connections", or on the Month page's "What came in") opens the Bring in sheet; choose "Statement file". Reckon recognises the issuer itself, and that export names the card member on every row.

  Charges on accounts with a single holder are never counted as unresolved — there is no card member to attribute. They are still in the register and in every export.

• My bank says I need to sign in again — reconnect a bank or card connectionReckon

  Banks sometimes stop sending transactions until you sign in with them again. When that happens, the institution in your "Linked accounts" panel shows a message saying the bank needs you to sign in again, and a "Reconnect" button.

  Press "Reconnect". Your bank's own sign-in window opens; sign in there. Reckon then pulls that institution to check the connection works.

  Reconnecting repairs the connection you already have. Nothing already pulled is lost, and it does not use up one of your permanent bank connections.

  Do not remove the account and connect it again. The number of bank connections is a permanent allowance that does not refill — removing a connection does not give its slot back. When you connect a bank (Settings › "Accounts and connections", "+ Connect a bank or card"), the Bring in sheet says how many connections you have left.

  Reckon never asks for your bank password in chat or by email. You only ever type it into your bank's own window.

• Pay stub import — why a pay stub was refusedReckon

  In Settings › "Accounts and connections", "+ Bring in a statement" opens the Bring in sheet; choose "Pay stubs" ("PDF or zip — each must add up to the cent") and drop one PDF or a zip of PDFs.

  Every stub has to reconcile to the cent before Reckon keeps it: gross pay, minus taxes, deductions and garnishments, must equal net pay. A stub that does not add up is refused and is never imported. The page shows each refused file by name with the arithmetic, so you can see which line did not match.

  Use "Check without importing" first if you want to see what would happen. It reads and checks the files and writes nothing.

  After an import the page also tells you how many stubs were joined to a payroll deposit in your register, and for each one that was not joined, why — usually the deposit falls outside the dates that have been pulled.

  Two things Reckon does on purpose: the Social Security number on a stub is dropped as the file is read and is never stored, and the contents of your pay are never shown in messages — only whether each stub matched.

  If the file is not a pay-stub PDF or a zip of them, the page says no PDF was found rather than saying the stubs were empty.

• Household — let my partner or another person see our accounts, and remove themReckon

  Open Settings (the account menu, top right) and choose "Household and sharing".

  To add someone, the household's owner enters that person's email address in the invite form on that page and makes the invitation. Use the address they use for their Memriq account.

  Reckon does not email them, so tell them yourself. The invitation waits for them in Settings › "Household and sharing" once they are signed in to Reckon (they also need their own invitation to Reckon to sign in). When they join from there, they see the same accounts, transactions and exports you do.

  Each person signs in with their own account. Nobody shares a password, and it is one household's data, not a copy.

  The invited person also needs their own invitation to Reckon itself to be able to sign in. A household invitation does not let someone into Reckon on its own.

  To remove someone, the owner presses "Remove" beside their name. They lose access on their next request. On their side, Reckon tells them they were removed and offers "Start my own household".

  Only the owner can invite or remove people. A member can leave with "Leave this household". If the member had linked or imported anything of their own before joining, it stays theirs and comes back into view when they leave.

  Connecting a new bank or card is available to the household that holds the bank-connection allowance. Importing a card issuer CSV and pay stubs works for everyone.

• Export — what is in the spreadsheet and the CSV filesReckon

  In Settings, open "Downloads" and choose the month. That month's card has two download buttons.

  "Spreadsheet" downloads one workbook with a tab for each account and one combined tab holding every transaction.

  "CSV files" downloads a zip with one CSV file per account and one combined CSV file.

  Both use the same columns, so the spreadsheet and the CSV files never disagree about what a row says. Each tab and file starts with a short banner that states how amounts are signed, how many card-member rows are unresolved, and which accounts contributed rows.

  Totals on the sheets leave out transfers between your own accounts, card payments and charges the bank withdrew, and the sheet says so.

  Every download is generated fresh when you press the button, from what Reckon holds at that moment. Pull first if you want the newest transactions in the file.

  Reckon exports what happened. It does not compute anyone's share of a bill or do the monthly reconciliation.

• Why an account shows no rows or zero transactionsReckon

  On the Month page, the "What came in" panel lists every connected account with a line saying how far its charges reach, and "Manage" opens Settings › "Accounts and connections", where "Statement files and pay stubs" lists each import with how many charges it brought in.

  An account with zero rows is one of two things, and the sentence on its row says which:

  • It is an investment account. The transaction feed covers cash and card accounts only, so an investment account showing no rows is expected and is not a missing pull. • It is connected but contributed nothing. That row is highlighted, and it is a gap rather than an empty month. It usually means the account has never been pulled, or the bank needs you to sign in again.

  What to do: press the "Pull" button for that institution in the "Linked accounts" panel. If the institution shows "Reconnect", press that first — see "My bank says I need to sign in again".

  Reckon never shows a missing account as an empty one. If the page could not read your accounts at all, it says the request failed rather than showing a zero.

• Access to Reckon was removed — what it means, and what the assistant can and cannot doReckon

  "Your Memriq account is fine — this account's access to Reckon was removed" means Reckon's sign-in check found a removal recorded for this email address. It is about Reckon only.

  Nothing else about the Memriq account changed. The same account still signs in to the other Memriq apps, and the password or Google sign-in is the same.

  An invitation to Reckon does not undo a removal: Reckon checks the removal before it looks at invitations, so redeeming an invitation code with this address is refused the same way. Joining the waiting list does not undo it either.

  This is different from being removed from a household. A household owner removing someone does not stop them signing in to Reckon; that person can still sign in and press "Start my own household".

  The assistant cannot see why the address was removed, cannot see the person's account, and cannot restore access. It does not pass the conversation on to anyone. It can explain the sign-in messages, invitations and the waiting list, and answer general questions about what Reckon does.