Hi! Thanks for reaching out. Just to be sure I understand correctly: your Cleo AI app has connected to your bank account multiple times—three times you mentioned—and now it's not letting you proceed to enter your information. Is that right? Could you clarify a bit more about where exactly you're stuck? For example, are you stuck on a particular screen, or does the app keep reconnecting and not moving forward?

Once I have a bit more information, I can guide you through some steps to get past this. Meanwhile, a common cause could be syncing issues between the app and your bank, which sometimes happens due to the third-party service (Plaid) that Cleo uses to connect accounts.

Could you tell me if you have already tried restarting the app or logging out and back in? Also, do you have a stable internet connection while this happens? These basic checks often help resolve connection loops or freezes.

It won't let me move on from connection to putting in my income info

Thanks for clarifying! So it sounds like after your bank account connects, the Cleo AI app isn’t letting you move forward to enter your income information. Let's try to pinpoint what's going on.

Here’s a step-by-step approach we can try:

1. Check the app version: Make sure your Cleo AI app is updated to the latest version on your Android 10 device. Sometimes older versions have bugs that cause screens to freeze or not progress.

2. Restart the app: Close the app completely, clear its cache from your device settings (under Apps → Cleo → Storage → Clear Cache), and then reopen it. This often refreshes the app’s state.

3. Verify required info: Cleo typically needs proof of income details like payroll/salary info or benefits documents to proceed1. Make sure you have those documents ready to input if prompted.

4. Try a different connection method: Sometimes the bank connection can get stuck. If it allows, try disconnecting your bank account from the app and reconnecting it, or switch from Wi-Fi to mobile data or vice versa to rule out network issues.

5. Check for app permissions: Ensure the app has the necessary permissions (like access to storage or account info) under your device’s settings.

If after these steps it still won’t let you enter income info, there might be a known issue or temporary glitch on Cleo’s side, especially as some users have reported trouble with app features recently4 6.

In that case, I recommend reaching out directly to Cleo support at [email protected] for detailed account troubleshooting.

Would you like me to guide you through clearing the app cache or checking permissions? Let me know!