Troubleshooting Brokerage Sync Issues

Most sync problems have a straightforward fix. This guide covers the most common issues and the steps to resolve them before reaching out to support.

My portfolio shows stale prices

Market prices update on their own schedule — not directly tied to the brokerage sync. If prices look stale:

• Check whether markets are currently open. Prices only update during trading hours.
• Check the last market data refresh timestamp shown on your dashboard. If it is more than 30 minutes behind during trading hours, try refreshing the page.
• If prices remain stale after the market closes and have not updated overnight, the market data feed may have had an issue. Contact support if this persists beyond the next trading session.

My holdings are not updating after a trade

Brokerage data syncs approximately every hour. A trade you just executed may not appear until the next sync cycle. To force an immediate re-sync:

1. Go to Settings → Connections.
2. Click the refresh icon next to your brokerage.
3. Wait 1–2 minutes and reload the portfolio page.

If the trade still does not appear, check whether it has settled at your brokerage. Some brokerages do not report transactions until T+1 or T+2 settlement.

My brokerage connection shows a warning or "expired" status

OAuth tokens issued by brokerages expire periodically (typically every 90 days). To reconnect:

1. Go to Settings → Connections.
2. Click Reconnect next to the affected brokerage.
3. Complete the OAuth flow with your broker credentials.

Reconnecting does not delete your existing data. Luum resumes syncing and picks up any transactions that occurred during the gap.

Transactions are missing from my history

Missing transactions can have several causes:

• History depth: Luum pulls up to 24 months of transaction history on initial sync. Transactions older than that window may not be available. This is a broker limitation, not a Luum limitation.
• Transaction type not reported: Some brokerages do not report all transaction types (e.g., dividend reinvestment plans may appear as cash dividends rather than share purchases). In this case, ACB may be understated.
• Delayed reporting: Some brokerages batch-report transactions daily rather than as they occur. Try syncing again the following day.

For manual portfolios, missing transactions simply need to be entered by hand. See Tracking Investments Without a Brokerage.

My ACB or capital gains look wrong

If ACB figures seem off, the most common causes are:

• Missing earlier transactions (see above) causing an incomplete cost pool
• A stock split or merger that was not captured (contact support)
• A superficial loss that should adjust ACB — Luum does not apply these automatically

See ACB Tracking in Depth for a full explanation of what Luum handles and what requires manual review.

I connected my brokerage but no data appeared

1. Wait 2–3 minutes and reload. Initial sync can take longer for accounts with deep transaction history.
2. Go to Settings → Connections and confirm the connection shows as Active.
3. If the connection shows as failed, remove it and reconnect.
4. If a connection keeps failing, your broker may have changed their OAuth implementation. Contact support with the name of your broker and we will investigate.

Still stuck?

Email us at support@luumwealth.com with:

• The name of your brokerage
• A description of what you expected vs. what you see
• The approximate date and time of the last sync attempt

Support staff cannot view your financial data, but they can see connection status logs and sync error codes to diagnose the issue.