Stuck on a statement? Start here
Tell us what went wrong and which bank the statement is from, and we'll help you fix it. Many problems have a quick fix in the common questions below.
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Common problems and how to fix them
Quick fixes for the problems people run into most.
A column is wrong or missing. How do I fix it?
Open manual mode in the preview. Draw a box around the transactions, then move, add or remove the dividers between columns until each one holds the right data, and name the columns. Check the preview again, then download. Manual mode is included on every plan, free too.
Why are the day and month swapped in my dates?
This usually happens when a CSV opens in Excel with a different regional date setting, so 03/04 can turn from 3 April into March 4. Download the Excel (.xlsx) file instead, which keeps dates as real dates. If you need the CSV, import it with Data > From Text/CSV and set the date format your bank uses.
Why won't my PDF upload?
Check four things. The file has to be a PDF of up to 25 MB. It can't be password-protected, so remove the password in your PDF viewer and save a new copy first. You may also have reached today's limit: 1 file a day without an account, or 2 with a free one. Paid plans have no daily file limit.
Why didn't my scanned statement convert?
A scanned statement is a picture of the page, so there's no text for the converter to read. On Pro and Team, the converter reads scanned statements with OCR. On the other plans, download the statement from your online banking as a PDF, which converts on every plan.
The totals don't match my statement. What should I check?
Start with the balance check in the preview. It shows which rows don't add up against the statement's running balance. The usual causes are a description that is wrapped onto its own row, a row missed at a page break, or a credit read as a debit. Fix those rows in manual mode, then download.
I paid, but my plan hasn't changed. What should I do?
Plan changes usually show within a minute or two. Refresh the page, or sign out and back in. If your plan still hasn't been updated, send us a message using the email you paid with and choose "Billing, refund or cancellation". We'll check the payment and fix your account.
How do I import the CSV into QuickBooks or Xero?
Download the CSV, then use the bank statement import in your accounting software. QuickBooks Online accepts 3 columns (date, description, amount) or 4 columns (date, description, credit, debit). Xero needs at least a date and an amount column. Make sure every date uses the same format before you import.
What happens to my file after I convert it?
Your statement and the converted file are deleted automatically about an hour after you upload them. Files are never backed up, sold or used to train AI, and file names and contents never appear in our logs. To delete your account too, send us a message.
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Fixed It? Convert your statement
Head back to the converter and upload your statement. You'll see the preview before you download anything.