What this message means
When Finoya connects to your accounting software, your accounting platform issues a secure access token. This token is what Finoya uses each week to request your financial data. It works like a temporary key. Your accounting platform controls how long that key is valid.
A disconnected or token expired message means Finoya attempted to sync your data and the token it holds was rejected by your accounting platform. Finoya no longer has authorised access. No data has been deleted. Your Finoya dashboard still shows the data from the last successful sync. But new syncs cannot run until access is re-established.
Note Your data in Finoya is safe. A disconnection does not delete or corrupt anything that was previously synced. You are simply not receiving new updates until the connection is restored. |
Why tokens expire or get disconnected
Cause | What happened |
You changed your accounting software password | The existing token is tied to your previous credentials and is now invalid. |
You revoked Finoya's access from inside your accounting software | You or someone in your team removed Finoya from the list of connected apps. |
The token reached its natural expiry date | Accounting platforms set token lifespans. Some expire after 90 days, some after 12 months. When the token expires, re-authorisation is required. |
Your accounting software plan changed or was downgraded | Some accounting software plans restrict third-party API access. A plan change can remove access. |
Your accounting software subscription lapsed | If the subscription to your accounting platform expired, the API connection goes with it. |
A platform security update invalidated existing tokens | Accounting platforms occasionally require all connected apps to re-authorise after security updates. |
How to restore the connection
Restoring the connection requires you to re-authorise Finoya's access to your accounting software. Please reach out to support and we will provide a secure link to restore the connection.
Important If you changed your accounting software password recently, make sure you log in with the new password during Step 5. The old token failed because the old credentials are no longer valid. The new authorisation creates a fresh token under your current credentials.
If you are not sure whether you have the right login credentials for your accounting software, resolve that in your accounting platform first before attempting the reconnection in Finoya. |
When you contact support about a connection issue, have the following information ready: your Finoya account email, the name of your accounting platform, and a description of where in the reconnection process the issue occurs. This helps the support team resolve it faster.
How to prevent future disconnections
You cannot prevent token expiry entirely, as it is controlled by your accounting platform. But you can reduce unexpected disconnections by:
• Keeping your accounting software subscription current and not letting it lapse
• Notifying Finoya support before you change your accounting software password so the reconnection can be expected
• Not revoking Finoya's access from within your accounting software unless you intend to disconnect permanently
• Checking the Sync On date in your Finoya top bar once a week to catch any sync failures early