Bank connections occasionally drop or require re-authentication — usually because your bank has expired the session, updated its security requirements, or you've changed your online banking password. When this happens, Frank will stop receiving new transactions and your balance may appear stale. This article explains how to restore the connection.
Signs your connection needs updating
You may notice one or more of the following:
The Last updated timestamp on an account card is several days old
New transactions aren't appearing in Frank
Your balance looks incorrect or hasn't changed recently
Frank has sent you a notification that a bank feed needs attention
How to reconnect
Go to Banking in the left navigation.
Find the bank group that needs reconnecting (e.g. Chase, Westpac).
Click the ⋮ menu in the top-right corner of that bank group.
Select Update Connection.
Follow the prompts — your bank may ask you to log in again or re-authorise access.
Once complete, Frank will re-establish the feed and pull in any transactions that were missed while the connection was down. The Last updated timestamp on each account card will refresh once the sync finishes.
Why connections drop
This is normal behaviour with bank feeds and isn't a sign that something is wrong with your Frank account. Common reasons include:
Session expiry — banks periodically require apps to re-authenticate for security reasons, usually every 90 days.
Password change — if you've updated your online banking password since connecting, Frank's connection will break until you re-authenticate with the new credentials.
Bank-side security updates — some banks push security changes that require all connected apps to reconnect.
Multi-factor authentication — if your bank has enabled new MFA requirements, you may need to complete an additional verification step.
If the connection still won't sync after reconnecting
If you've completed Update Connection but transactions still aren't coming through after a few minutes, try the following:
Wait 10–15 minutes and check again — syncs occasionally take a little time to process.
Repeat the Update Connection step once more.
If the problem persists, reach out to Frank support via the help icon and include the name of the bank — we can investigate the connection on our end.
Summary
If your bank feed has stopped updating, go to Banking → ⋮ menu → Update Connection on the affected bank group and follow the re-authentication prompts. This restores the feed and catches up any missed transactions. If it doesn't resolve within a few minutes or you hit any errors in the process, contact support so we can help you get unstuck.