Troubleshoot common Dongip issues

Step-by-step fixes for the most common Dongip problems—bank sync, sign-in, notifications, exports, shared accounts, and subscription detection.

Most issues in Dongip have a straightforward fix. Work through the relevant section below, and if the problem persists, email [e-mail] with a description of what you’re seeing.

Bank not syncing / transactions not showing up

If new transactions aren’t appearing, try these steps in order:

1. Check your bank connection status

   Go to Settings → Linked Accounts and confirm your bank shows as connected. If it shows an error or “reconnect required,” proceed to the next step.

2. Reconnect your bank

   Tap the bank and choose Reconnect. You’ll go through the Plaid flow again to refresh the link. This is common after a bank changes its security requirements.

3. Wait for the next sync

   After reconnecting, Dongip pulls new transactions in the background. Most banks post transactions within 24–48 hours of a purchase—very recent transactions may not have settled yet on the bank’s side.

4. Check your transaction filters

   In the transactions view, make sure no date filter or category filter is hiding the transactions you expect to see.

Dongip uses read-only access via Plaid. If Plaid doesn’t support your bank or your bank has restricted third-party access, sync won’t be available. You can still add transactions manually.

If the issue continues after reconnecting, email [e-mail] with the name of your bank and a description of what you see.

Can't connect my bank

If the bank-linking flow fails or your bank doesn’t appear:

• Search by full name. Try the official name of your bank or card issuer rather than a nickname.
• Check for a Plaid outage. Occasional connectivity issues on Plaid’s side can block linking temporarily. Try again in a few hours.
• Use your bank’s app credentials. Enter the same username and password you use for your bank’s own app or website—not a branch PIN or phone banking code.
• Unsupported bank. If your bank isn’t listed at all, it may not be supported by Plaid. You can still use Dongip by adding transactions manually or importing a CSV.

After a failed attempt, close the bank-linking screen completely and reopen it before trying again—this clears any partial state.

Transactions categorized incorrectly

Dongip’s categorization learns from your corrections over time. To fix a miscategorized transaction:

1. Open the transaction

   Tap the transaction in your feed to open the detail view.

2. Change the category

   Tap the category field and select the correct one.

3. Save

   Save the change. Dongip notes your correction and applies it to similar transactions going forward.

The more corrections you make in the first few weeks, the sharper auto-categorization becomes. If a merchant is consistently miscategorized, correcting it once is usually enough for Dongip to learn the pattern.

Shared account invitation not received

If the person you invited hasn’t received their invitation email:

• Check the spam or junk folder. Invitation emails occasionally land in spam.
• Confirm the email address. Verify you typed the invitee’s email correctly. You can resend or cancel the invite from the shared account’s member settings.
• Ask them to check all inboxes. If they use email aliases or have multiple accounts, the invite may have gone to a different address.
• Resend the invitation. Open the shared account, go to Members, find the pending invite, and tap Resend.

The invitation link expires after a set period. If it has expired, resend a fresh invite.

If the email still doesn’t arrive after resending, contact [e-mail].

Notifications not arriving

If you’re not receiving budget alerts, subscription notifications, or bill reminders:

1. Check app notification permissions

   On iOS: Settings → Dongip → Notifications — make sure notifications are allowed. On Android: Settings → Apps → Dongip → Notifications — make sure notifications are enabled.

2. Check in-app notification settings

   Open Dongip, go to Settings → Notifications, and confirm the specific notification types you want are turned on.

3. Check Do Not Disturb

   If your device is in Do Not Disturb or Focus mode, notifications from Dongip may be suppressed.

If you recently reinstalled the app, notification permissions reset and you’ll need to grant them again.

Lost access to account / can't sign in

The fix depends on how you sign in:

Google or Apple sign-in: Make sure you’re using the same Google or Apple account you registered with. If you’ve changed your Google or Apple account, use the email sign-in option or contact support.

Email sign-in: Use the Forgot password link on the sign-in screen to reset your password. Check your spam folder if the reset email doesn’t arrive within a few minutes.

Two-factor or verification issues: If you no longer have access to the email address on your account, email [e-mail] with your account details and the team can help verify your identity.

Do not create a new account to work around a sign-in issue—you’ll lose access to your existing data. Contact support first.

Subscriptions not detected

Subscription radar works by scanning your synced bank transactions for recurring charges. If a subscription isn’t showing up:

• Bank must be connected. Subscription radar only works with transactions pulled from a linked bank. Manually entered transactions are not scanned.
• New charge may not have posted yet. Subscription radar flags a charge after it appears in your bank feed. If the subscription renewed recently, check again in 24–48 hours.
• Check the Subscriptions tab. The subscription may already be listed—search or scroll to confirm before assuming it’s missing.
• Add it manually. If a subscription consistently goes undetected, you can add it manually from the Subscriptions tab by tapping the add button.

Export not working / file won't open

If a CSV or PDF export fails or the downloaded file won’t open:

• Try a different format. If CSV won’t open, try PDF (and vice versa) to isolate whether the issue is with the export or the file type.
• Check available storage. Make sure your device has enough free storage to save the file.
• Open with the right app. CSV files open in spreadsheet apps (Numbers, Excel, Google Sheets). PDF files open in any PDF viewer. If your device asks which app to use, choose one of these.
• Re-export. Close the Reports screen, reopen it, and try the export again. Occasional network interruptions can cause an incomplete download.

If the export consistently fails, email [e-mail] with your device type (iOS/Android) and the OS version.

How to contact support

Email the team at [e-mail]. To get a faster response, include:

• A clear description of the issue
• The steps you already tried
• Your device type and OS version (e.g. iPhone 15, iOS 17.4)
• A screenshot if the issue is visual

The team typically responds within one business day.