Support

A bank will not link

Most large US banks hand you off to their own sign-in page and then send you back. That return only works in the tab that started it, so open The Family Pace at thefamilypace.com rather than any other address, and let the bank’s window finish rather than closing it early. If the bank shows an error of its own, The Family Pace will say so on the Accounts page, along with a session id worth quoting to us.

Either way, linking is never the only route: importing a statement gets the account in, and for Apple Card it is the only route, because no bank-connection provider can reach it.

A bank asks to be reconnected

Normal, not a fault. Several banks — American Express, Capital One, Bank of America among them — expire their permission about once a year. The connection on the Accounts page will say so and offer Reconnect, which keeps every transaction you already have. Nothing is lost and nothing has to be set up again.

A connection says “setup unfinished”

It means the step that matches each bank account to an account in The Family Pace was never finished, so that connection is importing nothing. Press Finish setup on it. Do that rather than disconnecting and linking again, which uses up one of a limited number of bank connections.

Something is in the wrong category

Change the category on the transaction and every future purchase from that merchant follows. If instead the category is right but The Family Pace treats that kind of spending wrongly — groceries counted as flexible when your family treats them as essential — change it once in Settings, where each category is assigned to Fixed, Essential, or Flex.

There is no direct control over the Fixed/Essential/Flex label of a single transaction, on purpose: it is worked out from the category and from a bill’s regularity, so the numbers stay explainable. Anything you change can be undone from Settings → Recent changes.

A statement went into the wrong account

Open that account’s Statements panel and remove just that import. It takes out only the rows that file brought, and you can then import it into the right account.

A file will not import

The Family Pace recognises the common bank and card exports, and can read statement PDFs from several issuers. If a CSV is not recognised, the import wizard on the web lets you point out which column is the date, the amount and the description — and it remembers that format, so the next file of the same shape needs nothing. That wizard is web-only; on the phone the app will tell you so rather than failing quietly.