Bank Integration Issues
Integration shows “Disconnected”
A “Disconnected” status almost always means your bank credentials have expired or the bank has revoked the platform’s authorization token. This is a normal part of how open banking connections work and does not indicate a problem with your data. To reconnect:1
Open Integrations settings
Go to Settings → Integrations and locate the bank showing a red “Disconnected” badge.
2
Click Reconnect
Select Reconnect next to the integration. You will be redirected to your bank’s authentication portal.
3
Re-authorize access
Log in with your bank credentials and approve read-only access for Sintropix. You will be returned to the integrations page once complete.
4
Verify sync resumes
The integration status should update to “Connected” within a few minutes. Sintropix will backfill any transactions missed during the disconnection window automatically.
Transactions stopped syncing
If the integration shows “Connected” but new transactions are not appearing, try the following steps in order:- Check the integration status — go to Settings → Integrations and confirm the last successful sync timestamp. If it is more than a few hours old, the sync may be stalled.
- Trigger a manual refresh — click the Refresh icon next to the integration to force an immediate sync attempt.
- Disconnect and reconnect — if a manual refresh does not resolve the issue within 15 minutes, disconnect the integration entirely and reconnect it using the steps above.
Duplicate transactions appearing
Duplicate transactions typically occur when the same bank account has been connected more than once — for example, under two different entities or through two different integration methods.Reconciliation Issues
Large number of unmatched transactions after first sync
Seeing a long reconciliation queue immediately after connecting your accounts for the first time is expected behavior. Sintropix needs historical context — invoice numbers, payroll cycles, recurring payment patterns — to confidently match bank movements to accounting entries. During the first week, work through the reconciliation queue manually. Each correction you make trains the matching engine, and the volume of unmatched items will decrease significantly after the first 5–7 days.Focus first on recurring transactions (payroll, rent, SaaS subscriptions) — confirming these matches gives the engine the highest-confidence patterns to learn from.
Reconciliation suggesting wrong matches
If Sintropix proposes a match that is clearly incorrect:- Decline the suggestion — click Reject on the proposed match. Do not accept an incorrect match, as it will affect your general ledger accuracy.
- Search for the correct entry manually — use the search bar in the reconciliation panel to find the correct invoice or journal entry by amount, date, or reference number.
- Confirm the correct match — once you find the right entry, select it and confirm the match.
FX differences not posting correctly
If foreign exchange gain/loss entries are missing or posting to the wrong account, the most likely cause is an incorrect functional currency setting for the entity.1
Open Entity settings
Go to Settings → Entities and select the entity with the FX issue.
2
Verify the functional currency
Confirm that the Functional Currency field matches the entity’s primary operating currency (for example, CLP for Chile, MXN for Mexico).
3
Save and re-process
If the functional currency was incorrect, update it and save. Sintropix will recalculate FX differences for open periods. Note that changing the functional currency may require a review of previously closed periods.
Reports Issues
Consolidated report shows unexpected numbers
If your consolidated P&L or Balance Sheet shows figures that don’t match your expectations, the most common cause is untagged intercompany transactions. Sintropix only eliminates intercompany items that have been explicitly tagged. To diagnose:- Go to Multi-Entity → Eliminations and review the list of tagged intercompany transactions for the period.
- Compare against your known intercompany flows (management fees, loans, recharges).
- For any missing items, locate the original transaction, open it, and tag it as intercompany with the correct counterpart entity.
- Re-run the consolidated report — the tagged transactions will now be eliminated.
Report shows a different amount than expected
Before escalating a report discrepancy, verify these three settings:Entity filter
Entity filter
Confirm that the correct entities are selected in the entity filter at the top of the report. If you are viewing a consolidated report, ensure all intended subsidiaries are included. If you are viewing a single-entity report, ensure only one entity is selected.
Date range
Date range
Check the date range selector. Sintropix defaults to the current calendar month. If you are comparing to a prior period or a custom fiscal period, update the range accordingly.
Reporting currency
Reporting currency
Verify that the reporting currency in the report header matches your expectation. USD, CLP, and other currencies will produce different totals for the same underlying transactions. Change the reporting currency in the report settings if needed.
Erwin (AI Assistant) Issues
Erwin gives an answer that seems wrong
Erwin’s responses are only as accurate as the data that has been imported and reconciled. If Erwin returns a figure that doesn’t match your expectations:- Check integration status — go to Settings → Integrations and confirm all relevant bank and payroll connections are active and fully synced.
- Check for unreconciled items — if your reconciliation queue has a large backlog, some transactions may not yet be reflected in the general ledger that Erwin reads.
- Clarify your question — rephrase the query with specific entity names, currencies, and date ranges for the most precise answer.
Erwin is slow to respond
Response time depends on the complexity of the query and the total volume of data across your entities. Simple lookups (e.g., “What is our cash balance today?”) typically respond in 2–5 seconds. Complex analytical queries — multi-period forecasts, cross-entity comparisons, or revenue recognition schedules — may take 15–30 seconds. If Erwin appears to be loading for more than 60 seconds, refresh the page and resubmit your query. If the issue persists, check the Sintropix status page for any active incidents.Account and Access Issues
Team member can’t see an entity
Entity visibility is controlled by role permissions. If a team member reports they cannot see an entity they should have access to:1
Open Team settings
Go to Settings → Team and find the team member’s entry.
2
Review entity permissions
Click Edit on their profile and review the Entity Access section. Confirm the entity in question is listed and the toggle is enabled.
3
Save changes
Enable access for the missing entity and save. The team member will see the entity immediately on their next page refresh — no re-login required.
Forgot password / can’t log in
Use the Forgot Password link on the login page at sintropix.com to receive a password reset email. Check your spam or junk folder if the email doesn’t arrive within a few minutes. If you are unable to complete the reset (for example, because your work email address has changed), contact your account admin to update your email address, or reach out to [email protected] for identity verification and manual account recovery.If your issue is not covered here, contact the Sintropix support team at [email protected] or use the in-app chat (click the chat icon in the bottom-right corner of any page). Include your company name, the affected entity, and a description of what you expected versus what you saw — this helps the team resolve your issue faster.