Why did my card or account disconnect?
Your card or account disconnected because your bank dropped the connection, usually for security or routine maintenance. 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.
Why this happens
Disconnections are driven by your bank's security policy and are out of Alice's control. Some banks drop third-party connections every few months on purpose. They ask you to re-enter your password to confirm you still want Alice to see your 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 at app.thisisalice.com.
- Find the disconnected card or account.
- Log in to your bank again when prompted.
You can also adjust your third-party connection settings inside your bank's website or app. Or ask your bank whether a setting lets Mastercard or Plaid stay connected longer.
What happens to missed transactions?
Once you reconnect, Alice can see the eligible transit and parking transactions from the time we were disconnected. They become part of your spending history, which is what your election is set from.
Need help?
Text or call (888) 431-4355 or email support@thisisalice.com.
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.
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