Troubleshooting

Ordered by how often each one happens.

Nothing is being captured automatically

Check these in order, because each one depends on the previous:

1. Is Pro active? SMS, Google Pay and Apple Pay capture all require it. Settings shows your plan.
2. Is that source the active one? Only one capture source runs at a time, so turning on Apple Pay turns off SMS.
3. Are the permissions granted? SMS permission on Android, notification access for Google Pay, the Wallet automation for Apple Pay.
4. On iPhone, is your Shortcut the current version? An old Shortcut sends the amount as zero and nothing gets recorded. Reinstall it from the Apple Pay setup screen. More.
5. Is the sender whitelisted? SMS capture only reads senders you added.

If all five are fine and it still does not work, the phone may be freezing the app in the background. Excluding AI Money from battery optimisation fixes most Android cases.

Everything lands in "Principal"

Capture is working, routing is not. The app is telling you it could not decide which account the money came from.

Fix it by writing a rule: the last four digits of the card, or a keyword like the name your card has in Wallet. On iPhone, the setup screen lists the cards it has seen so you can assign them with one tap. How routing works.

My WhatsApp transactions are not in the app

They arrive when you open the app, not by push. Open it, wait a few seconds.

If they still are not there, confirm you are signed into the same account you linked the number to, and that you are writing from the linked number.

I paid for Pro and the app says I am free

1. Settings, Restore purchases.
2. Confirm you are signed into the same store account that made the purchase.
3. Close the app completely and reopen it.

If it persists, write to servicios@cuentate.com with the store receipt. Paid and not Pro is a bug we prioritise, not a support queue.

A balance looks wrong

Work through this in order:

1. Clear the date filter. A balance never follows dates; if the figure moves when you change the month, you are looking at a flow, not a balance.
2. Check whether savings are included. Available excludes savings pockets, Balance and savings includes them. Both are correct.
3. Check the currency lens if you use more than one currency. Here.
4. Show opening balances with the switch in the filter sheet, in case an account started with money you forgot about.
5. Reconcile. If your bank says one number and the app says another because something was never recorded, use Adjust balance on the account. It closes the gap with one row that explains itself, and it does not pollute your monthly expenses.

If after all that the same account shows two different balances on two screens, that is a real bug. Send both screenshots.

My data is gone after reinstalling

If you were in guest mode, the data lived only on that phone and there is nothing to recover. We never had it.

If you had an account, sign in with the same method. Your profile comes back. Transactions come back if cloud sync was on, or from a backup file if you made one.

This is the reason the app nags you to create an account: it is the only thing that makes recovery possible.

The app asks me to sign in again

Sign in with the same provider you used originally. If you signed up with Google, use Google, not the email button with the same address.

If a session drops repeatedly on cold start, tell us which phone and Android or iOS version. That specific pattern has a history and we track it closely.

Amounts show without decimals

That is per currency. Colombian pesos, Chilean pesos, yen and other currencies without cents are shown as whole numbers; dollars and euros keep their two decimals. Large figures are abbreviated in tight spaces, and holding down the number reveals the full figure.

Still stuck

Write to servicios@cuentate.com with your phone model, the app version from Settings, and a screenshot. If it involves money that looks wrong, two screenshots of the two screens that disagree save us a day of back and forth.