How to Repair a Broken Account Connection

Last updated: August 20, 2026

Overview

When Mezzi shows "Your account connection stopped syncing. Please repair the connection.", your bank or brokerage has stopped accepting the access token Mezzi holds — usually because you changed a password, completed a security prompt, or the institution expired the session on its own schedule. Repairing means signing in to the institution again through Mezzi so a fresh token is issued. Your existing balances, holdings and history stay in place while the connection is broken; nothing is deleted, it simply stops updating.

⚠ What You May See

Match whichever of these is on your screen:

  • "Your account connection stopped syncing. Please repair the connection."

  • "Account connection issue" on a card in the Needs attention area of Home.

  • "This account never synced - refresh your connection" — this one is different. It means the account has never pulled data, not that a working connection broke. See the note below.

  • Balances that match your institution as of some past date, with no movement since.

⚙ How to Fix It

  1. Start the repair from the account itself. Open the affected account and use the Repair option on the connection prompt. Have your institution's username, password, and your phone nearby — most institutions will send a one-time code.

  2. Repair currently returns you to the accounts page rather than to the account you started from. That is a known display quirk, not a failed repair — check the account's status before assuming it didn't work.

  3. Complete the institution's sign-in fully. Do not close the window after entering your password. Many institutions add a second step: a texted code, an emailed code, or an approval tap in their own app. If you close early, the token is never issued and the repair prompt comes straight back.

  4. Confirm every account under that login is selected. If your institution asks which accounts to share, select all of them. Accounts you leave unticked stop syncing even though the connection itself is now healthy.

  5. Give it up to 48 hours before judging the result. Balances usually return within a minute or two. A complete refresh of holdings and transactions can take up to 24–48 hours after a repair. See How Long Does It Take for My Accounts to Sync?.

  6. If the repair fails, note the exact error. The most common one is "the provided credentials were not correct" — that has its own path, in How to Fix "Invalid Credentials" Errors.

  7. Don't delete and re-add the account as a first move. Deleting the institution and reconnecting creates a new account record and loses the history Mezzi has built for that account. Repair keeps it. Reconnecting from scratch is a last resort, and it can leave you with duplicate accounts — see How to Remove Duplicate Accounts in Mezzi.

💡 Why This Happens

Connections aren't permanent. Mezzi holds a revocable read-only token from your institution, and institutions invalidate those tokens routinely — after a password change, after a security review, after a period of inactivity, or on a fixed expiry schedule. A repair prompt is normally the institution asking you to prove it's still you. It is not a sign that anything is wrong with your data or your account at Mezzi.

Some connections also break at the provider's end during an outage or an integration change. Those look identical from the app, which is why the first step is always to try the repair — it's cheap, and it resolves most cases.

Important Notes

"Never synced" is a different problem. If an account has never shown data at all, the usual cause is a duplicate account record created at connect time rather than a broken connection. Repairing won't help. Send us the account name and we'll clear it.

Repairing does not re-import missing history. It restores forward syncing. If transactions or lots are missing from before the break, tell support which date range is affected.

If the same account asks to be repaired again within days, stop repeating the repair — a small number of institutions cannot hold a stable connection at all. Read Why Do I Keep Seeing "Repair" on the Same Account? before trying again.

🗨 Still Need Help?

Email help@mezzi.com or text/call (415) 763-6997 with:

  • the account name as it appears in Mezzi and the institution it's connected to

  • a screenshot of the repair prompt or error screen

  • the exact error text if the institution showed one

  • roughly when the account last updated correctly

  • whether the repair completed, failed, or looped back to the same prompt

You can also schedule a support call.

Common Questions

  • Will repairing a connection delete my history? No. Repair reuses the existing account record, so balances, holdings and transaction history stay intact. Deleting the institution and reconnecting is what loses history.

  • How often should I expect to repair a connection? For most banks and brokerages, rarely — typically after a password change or a periodic expiry. Repeated prompts on the same account within days point to an institution-side problem.

  • Do I need to repair each account separately? No. Repair is per connection, not per account. One repair restores every account under that institution login, as long as you leave them all selected during sign-in.

  • Can I repair a connection from the web app? Yes. The repair flow works on both mobile and web, and repairing in one place fixes it everywhere — your accounts are the same on both.