Why did my card or account disconnect?
Why did my card or account disconnect?
When you add a card or bank account to Alice, our connection partners — including Mastercard and Plaid — give Alice a read-only view of your transactions. From time to time, that connection can drop for security or routine maintenance reasons.
Why this happens
Disconnections are driven by your bank's security policy and are out of Alice's control. Some banks intentionally drop third-party connections every few months and ask you to re-enter your password to confirm you still want Alice to see transactions for matching to your transit and parking spending.
How to reconnect
The fastest fix is to log back in to Alice and follow the prompts to reconnect.
- Log in: app.thisisalice.com
- Find the disconnected card or account.
- Re-authenticate with your bank.
You can also adjust your third-party connection settings inside your bank's website or app, or ask your bank directly whether there's a setting that lets Mastercard or Plaid stay connected longer.
What happens to missed transactions?
Once you reconnect, Alice will go back and pick up any eligible transit and parking transactions that happened while we were disconnected. You won't lose savings on those.
Questions? Email support@thisisalice.com or call (888) 431-4355.
Savings shown or implied — including any reference to "cash back" or take-home pay — are illustrative. Actual savings depend on your tax rate, benefit elections, and eligible spending each pay period. "Cash back" in Alice's materials refers to the federal, state, and FICA payroll taxes you don't pay on eligible commuter spending. It is income tax you keep, not a cash payment from Alice, your employer, or any third party. Alice does not provide cash back, rebates, or any direct financial benefit in connection with the Program. Alice does not provide tax, legal, or financial advice. Consult your own tax preparer, lawyer, or financial advisor for guidance specific to your situation.
Alice does not provide tax, legal, or financial advice. Consult your own tax preparer, lawyer, or financial advisor for guidance specific to your situation.