Learn and troubleshoot

Troubleshooting

Find what to check when data is missing, figures look unexpected or a feature is blocked.

On this page

Start with the situation that matches yours. If the problem continues, choose Report a problem in the application (last question below), or use the contact link at the bottom of the page and include the affected page, the displayed message and the time of the issue. Do not send passwords or connection keys.

Frequently asked questions

A position or value is missing

Check that you are viewing the right account and that the small-position filter is not hiding the row. Check the data status and date. For a manual account, verify the asset, quantity and currency entered; non-USD balances do not contribute to totals. Then consult the accounts guide.

Connection or synchronization fails

Check the wallet address and network, or the read-only permissions of your exchange key. Read the message on the account and retry later if the service is temporarily unavailable. Check your existing data before recreating an account. See connection checks.

The total or performance differs from what I expected

Compare the same scope and date. Net worth subtracts debt; a deposit increases the total without being a gain. Partial information or unsupported currencies can also cause differences. The Dashboard guide explains these figures.

History is empty or too short

History starts with your first Patrima snapshots; it does not reconstruct your past portfolio. Some indicators require several complete snapshots. See Understand your data to distinguish snapshots, prices and transactions.

I am not receiving alert emails

Check that your plan includes email alerts, your address is verified and email is enabled. Only critical alerts are emailed; also check your spam folder. The test notification checks the bell, not email delivery. See email requirements.

AI is blocked or shows demonstration responses

In AI settings, check that AI is enabled, Analysis mode is selected and usage remains below the effective limits. A feature may require a higher plan. If a limit has been reached, read the message to identify which limit applies.

My export does not contain every row

The Transactions CSV contains the current page. Yield and Lending CSV files follow the filtered list, including hidden small positions. For a broader copy of your Patrima data, use the JSON export in Settings. See the export guide.

I cannot change my email or password

These changes require your current Patrima password. If you sign in with Google or GitHub and have not set one, use Forgot password with the same email address to create one. See the user account procedure.

Report a problem or suggest an idea

In the application, choose Report a problem at the bottom of the side menu, or on an error screen. During the beta, the same button also sits at the bottom right of the screen. Pick A problem or An idea, describe what you were doing and what happened (at least 10 characters), then send. Your message reaches the team with the page, the language, the screen size, the theme and the browser; never an amount or a screenshot. The reply comes by email, to the address of your account. You can send up to 10 messages per hour.