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
Pull down to refresh on the Accounts tab, and reconnect if prompted
Bank won't connect
You log in on your bank's own secure page; use your normal internet banking login
App crashes
Close and reopen the app. It updates itself automatically, so a fresh start picks up the latest version
Slow performance
Close and reopen the app for a fresh start
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
- The deposit came from a name PayDay doesn't recognise as your pay source
- Bank connection needs to be refreshed
- Split rules were switched off
- Automation is paused
Solutions
Check your income source
PayDay detects pay from the income sources you've set up. Open the Automation tab and confirm your income source matches the name your employer pays you under.
Verify the deposit details
Check the transaction in your bank app. If your employer changed their payment name or reference, update your income source in the Automation tab to match.
Refresh your bank connection
Open the Accounts tab and pull down to refresh. If your connection has gone stale you'll see a reconnect prompt; follow it to re-authenticate.
Check if splits are enabled
Ensure your split rules are switched on. Each rule has an active toggle in the Automation tab, and automation itself has a master switch.
Manually trigger the split
If needed, open the Automation tab and tap 'Split Now' to run your rules on the detected deposit straight away.
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
Open the Accounts tab and follow the reconnect prompt on the affected bank. You'll be taken through Akahu to your bank's own secure login.
Log in on your bank's page
The connection happens on your bank's own secure site, using your normal internet banking login. If you've recently changed your bank password, reconnect with the new one.
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
Check your transfer history in the app (recent transfers on the dashboard, or Recent Activity in the Automation tab). Each transfer shows an honest status: completed, pending, or failed.
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
- Bank data hasn't refreshed recently
- A stale bank connection needs re-authentication
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.
Refresh the app
PayDay updates itself automatically. Close and reopen the app (or refresh the page) to pick up the latest version and trigger a fresh sync.
Sign out and back in
As a last resort, sign out from the Profile tab and log back in. Your account and settings are stored in the cloud, so nothing is lost.
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
Open the Automation tab 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.
Check your allocation summary
The dashboard's allocation summary shows how your rules divide your pay. The app also warns you if your rules add up to more than 100%.
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 email notifications
You're missing emails about completed splits, failed splits, or bank reconnect reminders.
Possible causes
- Emails landing in spam or promotions
- Notification preferences turned off in the app
- Emails going to a different address than you expected
Solutions
Check your spam folder
PayDay emails come from hello@payday.nz. If one landed in spam or promotions, mark it as 'not spam' so future alerts reach your inbox.
Review your notification preferences
In the Profile tab, open Notification Preferences and check the toggles for split confirmations, failed splits and bank reconnect reminders.
Add us to your contacts
Adding hello@payday.nz to your contacts tells your email provider our alerts are wanted.
Confirm your account email
Alerts go to the email address you signed up with. Check the Profile tab to confirm it's the inbox you're actually watching.
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
- App Lock not accepting your biometrics
Solutions
Reset your password
On the login screen, tap 'Forgot Password' and follow the email instructions to create a new password. Check your spam folder if it doesn't arrive within a few minutes.
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.
Get past App Lock
App Lock uses your device's biometrics or passcode. If it's not accepting them, close and reopen the app, then sign in with your account password.
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.
Troubleshooting questions
Why didn't my split happen automatically?
The most common causes are that the deposit came from a name PayDay does not recognise as your pay source, the bank connection needs refreshing, split rules were switched off, or automation is paused. Open the Automation tab and confirm your income source matches the name your employer pays you under, then pull down to refresh on the Accounts tab and follow the reconnect prompt if you see one. You can also tap Split Now to run your rules on the detected deposit straight away.
Why did my bank connection fail or disconnect?
Usually because your bank login details changed, your bank requires re-authentication for security, there is a temporary outage at your bank or Akahu, or a two-factor authentication step timed out. Open the Accounts tab and follow the reconnect prompt on the affected bank. The connection happens on your bank's own secure site using your normal internet banking login.
How long should a PayDay transfer take?
Transfers between different banks typically take one to two business days. Same-bank transfers are usually instant but can take up to a few hours. If your pay arrives on a Friday evening or before a public holiday, transfers may not complete until the next business day. If a transfer has been pending for more than three business days, contact your bank to investigate.
Why is the PayDay app showing old data?
Your bank data may not have refreshed recently, your internet connection may be unstable, or a stale bank connection may need re-authentication. Pull down on the main dashboard to fetch the latest transactions from your connected banks. PayDay updates itself automatically, so closing and reopening the app picks up the latest version and triggers a fresh sync.
What do I do if I am locked out of my PayDay account?
If you have had too many failed login attempts, wait 30 minutes before trying again. To reset a forgotten password, tap Forgot Password on the login screen and follow the email instructions, checking your spam folder if it does not arrive within a few minutes. If App Lock is not accepting your biometrics, close and reopen the app and sign in with your account password. If you still cannot get in, contact support with your registered email address.
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 to Friday, 9am - 5pm NZST