# Troubleshooting Bugs or Issues in YNAB > This article walks through what to do if you run into buggy behavior in YNAB. These steps will either solve your issue or give you a way to report to us! Source: https://support.ynab.com/en_us/troubleshooting-bugs-or-issues-in-ynab-an-overview-ByiMG2fAc Last updated: 2026-07-27T18:53:13.231Z Troubleshoot the following issues in YNAB: visual issues, broken functionality, slow performance, syncing and crashing issues, and number-related concerns. Contact YNAB support if you need any additional assistance. #### In This Article There are different ways that bugs and issues can pop up within YNAB. Choose the link below that best describes the issue you're experiencing: [Browser Compatibility](#Browser) [Visual Issue (Something Doesn't Look Right)](#Visual) [Broken Functionality (Something Isn't Working Right)](#Broken) [Slow Performance (Your Plan is Loading Slowly)](#Slow) [Syncing Issues](#Sync) [YNAB Keeps Crashing](#Crash) [Number Related Issues (Something Isn't Adding Up or Matching)](#Numbers) * * * ## Browser Compatibility For the best experience with YNAB, we recommend using the latest version of your preferred browser. If you're experiencing issues or need to choose a browser, try one of the options below. Follow the links to check for available updates. * [Chrome](https://support.google.com/chrome/answer/95414) * [Firefox](https://support.mozilla.org/en-US/kb/update-firefox-latest-version) * [Safari](https://support.apple.com/en-ca/HT204416) * [Opera](https://help.opera.com/en/latest/crashes-and-issues/#updateBrowser) * [Microsoft Edge](https://www.microsoft.com/en-ca/windows/microsoft-edge) [Back to Top](#backtotop) * * * ## Visual Issue (Something Doesn't Look Right) If something in your plan looks off, like the colors are wrong, alignments are off, or you see a button that's missing or out of place, these steps will help determine if it's something in your device settings or if it's an issue that we need to dig into. ### How to Troubleshoot a Visual Issue ### iOS 1. Delete the YNAB app. 2. Re-install the YNAB app. 3. Log into the app again. If the issue still appears, we'll need to dig in further. [Send us a message](https://support.ynab.com/en_us/how-to-get-help-SygqcvtC5) and include the following details: 1. Send us a screenshot or a quick screencast video of what you’re seeing. 2. [Enable Support Access](https://app.ynab.com/support_access) for your account, which will allow us to review your plan. This helps us check for anything that could contribute to this within your plan and lets us run some tests to make sure your plan is functioning correctly. 3. To have all the other details we need on hand, **send in diagnostic logs** right after you notice the issue happening: 1. Tap the _Home_ tab. 2. Tap _Settings & Privacy._ 3. Under Misc, tap _Send in Diagnostics_ and write a brief message letting us know why you're sending logs. Select _Include Your Plan File_ before pressing _Send._ ### Android 1. Delete the YNAB app. 2. Re-install the YNAB app. 3. Log into the app again. If the issue still appears, we'll need to dig in further. [Send us a message](https://support.ynab.com/en_us/how-to-get-help-SygqcvtC5) and include the following details: 1. Send us a screenshot or a quick screencast video of what you’re seeing. 2. [Enable Support Access](https://app.ynab.com/support_access) for your account, which will allow us to review your plan. This helps us check for anything that could contribute to this within your plan and lets us run some tests to make sure your plan is functioning correctly. 3. To have all the other details we need on hand, **send in diagnostic logs** right after you notice the issue happening: 1. From the _Plan_ tab, with Categories or Spotlight toggled on, tap the three dots icon in the upper right. 2. Tap _Settings & Privacy._ 3. Under Misc, tap _Send in Diagnostics_ and write a brief message letting us know why you're sending logs. Select _Include Your Plan File_ before pressing _Send._ ### Web 1. Log into YNAB in another browser or a private window. If the issue doesn't show up there, [clearing your cache and cookies](https://support.google.com/accounts/answer/32050?hl=en&co=GENIE.Platform%3DDesktop) in your regular browser will solve this visual issue. 2. If the issue still appears, a browser extension may be the culprit. Turn off any extensions one at a time until you determine which one is causing the problem. If the issue still appears with **all browser extensions disabled**, we'll need to dig in further. [Send us a message](https://support.ynab.com/en_us/how-to-get-help-SygqcvtC5) and include the following details: 1. Send over a [screenshot](https://www.take-a-screenshot.org/) or a quick screencast video. We use a simple, free tool called [Zight](https://zight.com/) that will let you record up to 90 seconds. 2. To help us test in a similar environment, head to [whatsmybrowser.org](https://www.whatsmybrowser.org/), select _Copy_, and send us the link. It’ll tell us your browser details, operating system, browser size and screen size, but does **not** share your IP address with us. 3. Which extensions do you have installed on your main browser? 4. Which other browsers did you try, and did you see the same result? 5. Lastly, [enable Support Access](https://app.ynab.com/support_access) for your account, which will allow us to review your plan. This helps us check for anything that could contribute to this within your plan and lets us run some tests to make sure your plan is functioning correctly. [Back to Top](#backtotop) * * * ## Broken Functionality (Something Isn't Working Right!) ### How to Troubleshoot Broken Functionality in YNAB ### iOS 1. Delete the YNAB app. 2. Re-install the YNAB app. 3. Log into the app again. If the issue still appears, we'll need to dig in further. [Send us a message](https://support.ynab.com/en_us/how-to-get-help-SygqcvtC5) and include the following details: 1. Send us a screenshot or a quick screencast video of what you’re experiencing. 2. [Enable Support Access](https://app.ynab.com/support_access) for your account, which will allow us to review your plan. This helps us check for anything that could contribute to this within your plan and lets us run some tests to make sure your plan is functioning correctly. 3. To help get the same result, let us know the exact steps you took before you ran into this issue. 4. To have all the other details we need on hand, **send in diagnostic logs** right after you notice the issue happening: 1. From the _Plan_ tab, with Categories or Spotlight toggled on, tap the three dots icon in the upper left. 2. Tap _Settings & Privacy._ 3. Under Misc, tap _Send in Diagnostics_ and write a brief message letting us know why you're sending logs. Select _Include Your Plan File_ before pressing _Send._ ### Android 1. Delete the YNAB app. 2. Re-install the YNAB app. 3. Log into the app again. If the issue still appears, we'll need to dig in further. [Send us a message](https://support.ynab.com/en_us/how-to-get-help-SygqcvtC5) and include the following details: 1. Send us a screenshot or a quick screencast video of what you’re experiencing. 2. [Enable Support Access](https://app.ynab.com/support_access) for your account, which will allow us to review your plan. This helps us check for anything that could contribute to this within your plan and lets us run some tests to make sure your plan is functioning correctly. 3. To help get the same result, let us know the exact steps you took before you ran into this issue. 4. To have all the other details we need on hand, **send in diagnostic logs** right after you notice the issue happening: 1. From the _Plan_ tab, with Categories or Spotlight toggled on, tap the three dots icon in the upper right. 2. Tap _Settings & Privacy._ 3. Under Misc, tap _Send in Diagnostics_ and write a brief message letting us know why you're sending logs. Select _Include Your Plan File_ before pressing _Send._ ### Web 1. Log into YNAB in another browser or a private window. If the issue doesn't show up there, [clearing your cache and cookies](https://support.google.com/accounts/answer/32050?hl=en&co=GENIE.Platform%3DDesktop) in your regular browser will solve this visual issue. 2. If the issue still appears, a browser extension may be the culprit. Turn off any extensions one at a time until you determine which one is causing the problem. If the issue still appears with all browser extensions disabled, we'll need to dig in further. [Send us a message](https://support.ynab.com/en_us/how-to-get-help-SygqcvtC5) and include the following details: 1. Send over a [screenshot](https://www.take-a-screenshot.org/) or a quick screencast video. We use a simple, free tool called [Zight](https://zight.com/) that will let you record up to 90 seconds. 2. What steps did you take in YNAB just before noticing this issue? 3. To help us test in a similar environment, head to [whatsmybrowser.org](https://www.whatsmybrowser.org/), select _Copy_ and send us the link. It’ll tell us your browser details, operating system, browser size and screen size, but does **not** share your IP address with us. 4. Which extensions do you have installed on your main browser? 5. Which other browsers did you try, and did you experience the same result? 6. Lastly, [enable Support Access](https://app.ynab.com/support_access) for your account, which will allow us to review your plan. This helps us check for anything that could contribute to this within your plan and lets us run some tests to make sure your plan is functioning correctly. [Back to Top](#backtotop) * * * ## Slow Performance (Your Plan is Loading Slowly) If your plan is performing slowly, it may be taking a long time to perform simple tasks or you may notice YNAB using a lot of your device's resources. ### How to Troubleshoot Slow Performance ### iOS This isn't an issue we typically notice on iOS! If your mobile app is lagging, [tell the chatbot you need a human or send us an email](https://support.ynab.com/en_us/how-to-get-help-SygqcvtC5) and we'll dig in. ### Android This isn't an issue we typically notice on Android! If your mobile app is lagging, [tell the chatbot you need a human or send us an email](https://support.ynab.com/en_us/how-to-get-help-SygqcvtC5) and we'll dig in. ### Web We've made some changes to [the way we load your data in the web app](https://support.ynab.com/en_us/loading-your-data-in-the-ynab-app-S1F63hUDWl). If you're noticing significant delays, [tell the chatbot you need a human or send us an email](https://support.ynab.com/en_us/how-to-get-help-SygqcvtC5) and we'll dig in. [Back to Top](#backtotop) * * * ## Syncing Issues Syncing issues may be the culprit if transactions or planning aren't the same between mobile and web or even between two mobile devices. First, let’s first rule out a few things that have tripped up YNABers in the past. #### Received "Plan Out of Date" Message? When a device has been offline too long, then goes online and syncs local data with your current data on our servers it can cause some issues in your plan. To avoid this, we prevent syncing of data on stale mobile devices to the server. Instead, we clear local data and sync current server data to get the device up to date. ### How to Troubleshoot Syncing Issues 1. Double-check that you're logged in and using the **same** **email address** on both devices. 2. Does the same exact **plan name** display on both devices? Make a note of the plan name for future troubleshooting. Here's how to confirm your plan name on **mobile**: 1. Tap the _Plan_ tab at the bottom of the screen. Categories or Spotlight can be toggled on. 2. Tap the three dots icon at the top of your screen. 3. Tap _Settings & Privacy_. 4. Your current plan name will display on the Settings page under _Current Plan_. 5. If this is not the one you'd like to use, tap _Open Plan_. 6. Tap the name of the plan you're trying to sync! 3. Check to make sure you are viewing the same **plan month** on both devices. 4. If your **categories** appear different between devices, make sure a [Focused View](https://support.ynab.com/en_us/focused-views-a-guide-BksnNYqLh) isn't filtering some out.  5. If your **transactions** appear different between devices:  1. Check the [Focused View](https://support.ynab.com/en_us/focused-views-a-guide-BksnNYqLh) options on the _Plan_ tab (with Categories toggled on) to make sure it isn't filtering anything out.  2. Check the search field in the account registers to clear out any searches. 3. Check that reconciled transactions aren't hidden—in the _View_ menu on **web**, or the three dots menu on **mobile**. 4. Make sure you're looking at All Dates—on **web**. 6. Try **forcing a sync** using the steps below (choose your platform). Syncing typically happens automatically in the background, but this can be helpful if you’re using multiple devices at once, or if you’ve been offline for a bit. 1. **Web**: Refresh your web browser. 2. **iOS**: Drag down on the screen in the mobile app to force a sync. 3. **Android**: Either drag down on the screen in the mobile app to force a sync **or** tap the three dots icon in the upper right corner and choose _Refresh_ from the drop-down menu. 7. If your plan is correct in a web browser, uninstall and re-install the mobile app. This will ensure you've got the latest iOS or Android app with any new updates! (Note: If your plan is more up-to-date on mobile than on a web browser, [let us know](https://support.ynab.com/en_us/how-to-get-help-SygqcvtC5) before you delete the app!)  8. If you're in the habit of **force quitting** the YNAB mobile app, stop for a few days and let the app run in the background. Force quitting the app can cause issues with changes syncing and other important background processes. If you're still having trouble, [send us a message](https://support.ynab.com/en_us/how-to-get-help-SygqcvtC5) and include the following details: 1. What is the exact name of the plan you are viewing on mobile? 2. What is the exact name of the plan you are viewing on the web? 3. If possible, a few [screenshots](https://www.take-a-screenshot.org/) from both your web browser and the mobile app to help illustrate the issue you're having. This allows us to compare what you're experiencing to what we notice on our end. 4. Please [enable Support Access](https://app.ynab.com/support_access) for your account, which will allow us to review your plan directly. This helps us check for anything that could contribute to the issue within your plan and lets us run tests to make sure your plan is functioning correctly. 5. To ensure we have all the other details we need, **send in diagnostic logs** from your mobile app: 1. From the _Plan_ tab, with Categories or Spotlight toggled on, tap the three dots icon in the top corner of the screen. 2. Tap _Settings & Privacy._ 3. Under Misc, tap _Send in Diagnostics_ and write a brief message letting us know why you're sending logs. Select _Include Your Plan File_ before pressing _Send._ [Back to Top](#backtotop) * * * ## YNAB Keeps Crashing If you're having issues where you are getting stuck on the loading screen, or your mobile app crashes, or you receive an error when you perform certain actions, here's how to proceed. ### How to Troubleshoot App Crashes ### iOS 1. Delete the YNAB app. 2. Open the _Settings_ app on your device. 3. Select _General._ 4. Scroll down and select _Language & Region._ 5. Verify that your _Calendar_ setting is **Gregorian.** A non-Gregorian calendar setting is known to cause crashes on iOS. 6. Re-install the YNAB app. 7. Log into the app again. If the crashes persist, [send us a message](https://support.ynab.com/en_us/how-to-get-help-SygqcvtC5) with the following details: 1. Do you remember if this started around the latest update to the mobile app or was there a specific date where it started happening? 2. Are you using a large plan—perhaps one that was migrated from YNAB 4? 3. So that we can review exactly what you're experiencing, please send us a screenshot or two or a quick screencast video. 4. What version of iOS is your device running? 5. What specific mobile device are you using? 6. Which version number of the YNAB mobile app you are running? 7. Please [enable Support Access](https://app.ynab.com/support_access) for your account. 8. If you're able to login to the app before it crashes, **send in diagnostic logs** from the app: 1. From the _Plan_ tab, with Categories or Spotlight toggled on, tap the three dots icon in the upper left. 2. Tap _Settings & Privacy._ 3. Under Misc, tap _Send in Diagnostics_ and write a brief message letting us know why you're sending logs. Select _Include Your Plan File_ before pressing _Send._ ### Android 1. Delete the YNAB app. 2. Re-install the YNAB app. 3. Log into the app again. If the crashes persist, [send us a message](https://support.ynab.com/en_us/how-to-get-help-SygqcvtC5) with the following details: 1. Do you remember if this started around the latest update to the mobile app or was there a specific date where it started happening? 2. Are you using a large plan—perhaps one that was migrated from YNAB 4? 3. So that we can review exactly what you're experiencing, please send us a screenshot or two or a quick screencast video. 4. Which operating system version is your device running? 5. What specific mobile device are you using? 6. Which version number of the YNAB mobile app you are running? 7. Please [enable Support Access](https://app.ynab.com/support_access) for your account. 8. If you're able to login to the app before it crashes, **send in diagnostic logs** from the app: 1. From the _Plan_ tab, with Categories or Spotlight toggled on, tap the three dots icon in the upper right. 2. Tap _Settings & Privacy._ 3. Under Misc, tap _Send in Diagnostics_ and write a brief message letting us know why you're sending logs. Select _Include Your Plan File_ before pressing _Send._ ### Web 1. Log into YNAB in another browser or a private window. If the issue doesn't show up there, [clearing your cache and cookies](https://support.google.com/accounts/answer/32050?hl=en&co=GENIE.Platform%3DDesktop) in your regular browser will solve this visual issue. 2. If the issue still appears, a browser extension may be the culprit. Turn off any extensions one at a time until you determine which one is causing the problem. If the issue still appears **with all browser extensions disabled**, we'll need to dig in further. [Send us a message](https://support.ynab.com/en_us/how-to-get-help-SygqcvtC5) and include the following details: 1. Send over a [screenshot](http://www.take-a-screenshot.org/) or a quick screencast video. We use a simple, free tool called [Zight](https://zight.com/) that will let you record up to 90 seconds. 2. What steps did you take in YNAB just before the crash? 3. Are you using a larger or older plan—perhaps one that was migrated from YNAB 4? 4. To help us test in a similar environment, head to [whatsmybrowser.org](https://www.whatsmybrowser.org/), select _Copy_ and send us the link. It’ll tell us your browser details, operating system, browser size and screen size, but does **not** share your IP address with us. 5. Which extensions do you have installed on your main browser? 6. Which other browsers did you try, and did you experience the same result? 7. Lastly, [enable Support Access](https://app.ynab.com/support_access) for your account, which will allow us to review your plan. This helps us check for anything that could contribute to this within your plan and lets us run some tests to make sure your plan is functioning correctly. [Back to Top](#backtotop) * * * ## Number Related Issues (Something Isn't Adding Up or Matching) If the **numbers in your plan** aren't adding up, we've got an article that'll show you [how to perform a YNAB Checkup](https://support.ynab.com/en_us/checkup-S1vJzWGzo). If things still don't seem right after that, [send us a message](https://support.ynab.com/en_us/how-to-get-help-SygqcvtC5). Or, if your **transactions** aren't matching up like you'd expect them to, our [Approving and Matching Transactions](https://support.ynab.com/en_us/approving-and-matching-transactions-a-guide-ByYNZaQ1i#matching) article will provide some helpful details. [Back to Top](#backtotop) * * * ## Help Us Help You! Our Knowledge Base team reviews article feedback responses weekly, and we actively revise these articles to make them as helpful as possible. That's where you come in! Our articles are scored based on the _Yes_ or _No_ ratings received below. We also collect freeform feedback for any _No_ ratings (so our team can focus in on what you were specifically searching for!). **Success**: Found what you were searching for? It would be super helpful if you click _Yes_ below. **Suggestions**: Didn't find what you're searching for and you'd like to share what terms or topics you wanted? Click _No_ below. You'll then be able to submit your feedback about this article. **Please note:** the feedback submissions are anonymous, and we’re not able to respond, so make sure to use the next option if you have a specific scenario or question you would like a response to. **Support**: If you have a question or would like a response to your specific question, [tell the chatbot you need a human or send us an email](https://support.ynab.com/en_us/how-to-get-help-SygqcvtC5) to ensure that your message gets to our Support team!