Troubleshooting Guide
Solutions to common issues and problems
Having trouble? Don't worry — most issues have simple solutions. Find your problem below and follow the steps to get back on track.
Quick Fixes
Split didn't trigger
Refresh bank connection in Settings > Connected Accounts
Bank won't connect
Ensure you're using internet banking (not app) credentials
App crashes
Update to the latest version from your app store
Slow performance
Clear cache in Settings > Advanced > Clear Cache
Missing transactions
Pull down on dashboard to refresh, or reconnect bank
Can't create split rule
Ensure you have at least one destination account connected
My split didn't happen automatically
Your pay arrived but PayDay didn't split it as expected.
Possible Causes
- Pay amount was below your minimum threshold setting
- The deposit wasn't recognised as 'pay' (different sender name or reference)
- Bank connection needs to be refreshed
- Split rules were paused or disabled
Solutions
Check your minimum threshold
Go to Settings > Split Rules and verify your minimum amount. If your pay was lower than this threshold, the split won't trigger.
Verify the deposit details
Check the transaction in your bank app. PayDay identifies pay by sender name and reference. If your employer changed these, you may need to update your pay source settings.
Refresh your bank connection
Go to Settings > Connected Accounts and tap 'Refresh' on your main account. Sometimes bank connections need re-authentication.
Check if splits are enabled
Ensure your split rules are active. Look for a green 'Active' badge next to each rule in your dashboard.
Manually trigger the split
If needed, you can manually trigger a split by tapping the deposit in your transaction history and selecting 'Split Now'.
Bank connection failed or disconnected
You're seeing an error when trying to connect your bank, or your existing connection has stopped working.
Possible Causes
- Your bank login credentials have changed
- Your bank requires re-authentication for security
- Temporary outage with your bank or Akahu
- Two-factor authentication timeout
Solutions
Re-authenticate your connection
Go to Settings > Connected Accounts, select the affected bank, and tap 'Reconnect'. You'll be redirected to Akahu to log in again.
Check your bank credentials
Ensure you're using the correct username and password for your bank's internet banking. If you've recently changed these, you'll need to reconnect.
Complete 2FA promptly
If your bank uses two-factor authentication, complete it quickly. Some banks have short timeout windows for security codes.
Check for bank outages
Visit your bank's website or social media to check for any known issues. During outages, connections may temporarily fail.
Try again later
If all else fails, wait 30 minutes and try again. Temporary connectivity issues usually resolve themselves.
Transfers are taking too long
Your split triggered but the money hasn't arrived in the destination accounts yet.
Possible Causes
- Inter-bank transfers take 1-2 business days
- Weekend or public holiday delays
- Bank processing times vary
- Large transfer amounts may have additional security checks
Solutions
Check transfer timing expectations
Transfers between different banks typically take 1-2 business days. Same-bank transfers are usually instant but can take up to a few hours.
Account for weekends and holidays
If your pay arrives on a Friday evening or before a public holiday, transfers may not complete until the next business day.
Verify the transfer was initiated
Go to your PayDay activity log to confirm the transfer was successfully queued. You'll see status updates for each transfer.
Check destination account details
Ensure the destination account number is correct. Incorrect details can cause delays or failed transfers.
Contact your bank
If a transfer has been pending for more than 3 business days, contact your bank to investigate. Some transfers may require additional verification.
App not syncing or showing old data
Your transactions or balances appear outdated or the app isn't refreshing properly.
Possible Causes
- Poor internet connection
- App needs to be updated
- Background refresh is disabled
- Cache needs to be cleared
Solutions
Pull to refresh
On the main dashboard, pull down to manually refresh your data. This fetches the latest transactions from your connected banks.
Check your internet connection
Ensure you have a stable Wi-Fi or mobile data connection. Try switching between Wi-Fi and mobile data to test.
Update the app
Check the App Store or Google Play for updates. We regularly release improvements that fix sync issues.
Enable background refresh
Go to your phone's Settings > PayDay and ensure 'Background App Refresh' is enabled. This allows the app to sync even when not open.
Clear app cache
In PayDay, go to Settings > Advanced > Clear Cache. This removes temporary data that may be causing sync issues.
Reinstall the app
As a last resort, delete and reinstall PayDay. Your account and settings are stored in the cloud and will be restored when you log back in.
Wrong amount was split
The split amounts don't match what you expected based on your rules.
Possible Causes
- Percentage calculations with remainders
- Fixed amount rules exceeded available balance
- Multiple pay deposits on the same day
- Split rule priority ordering
Solutions
Review your split rules
Go to Settings > Split Rules and check each rule's amount or percentage. Ensure they add up correctly and account for any fixed amounts.
Check rule priority
Split rules execute in order of priority. Fixed amounts are deducted first, then percentages are calculated from the remainder.
Verify the source amount
Check the original deposit amount. If it was different from expected (e.g., bonus or deduction), the split would reflect that.
Use the split preview
Before your next pay, use Settings > Test Split to preview exactly how your money will be distributed.
Contact support for adjustments
If an incorrect split occurred, contact our support team. We can help review what happened and make any necessary corrections.
Not receiving notifications
You're missing alerts about pay detection, completed splits, or important updates.
Possible Causes
- Notifications disabled in phone settings
- PayDay notification settings turned off
- Do Not Disturb mode active
- Low power mode affecting background processes
Solutions
Check phone notification settings
Go to your phone's Settings > Notifications > PayDay and ensure notifications are allowed. Enable sounds and banners for best visibility.
Review in-app notification preferences
In PayDay, go to Settings > Notifications and ensure your preferred alerts are enabled (Pay Detection, Split Complete, etc.).
Disable Do Not Disturb for PayDay
If you use Do Not Disturb, add PayDay to your allowed apps so important financial notifications come through.
Check battery optimisation
Some phones restrict background activity for battery savings. Exclude PayDay from battery optimisation in your phone settings.
Test notifications
In PayDay Settings > Notifications, use the 'Send Test Notification' button to verify your setup is working correctly.
Account locked or can't log in
You're unable to access your PayDay account due to login issues.
Possible Causes
- Too many failed login attempts
- Forgotten password or PIN
- Account security lock triggered
- Email verification required
Solutions
Reset your password
On the login screen, tap 'Forgot Password' and follow the email instructions to create a new password.
Wait for lockout to expire
If you've had too many failed attempts, wait 30 minutes before trying again. This is a security measure to protect your account.
Check your email for verification
If you see a verification message, check your inbox (and spam folder) for an email from PayDay and click the verification link.
Reset your PIN
If you've forgotten your PIN, you can reset it after logging in with your password. Go to Settings > Security > Reset PIN.
Contact support for account recovery
If you still can't access your account, contact our support team with your registered email address. We'll verify your identity and help restore access.
Still stuck?
If you've tried these solutions and still need help, our friendly support team is here for you. We typically respond within a few hours during business days.
Support hours: Monday - Friday, 9am - 5pm NZST