Troubleshoot Venture
Recover fund Banking connections and syncs, missing vehicles, incomplete SPV steps, blocked investments, and invitation problems.
Start with the organization, then the vehicle permission, then the vehicle or connection state. Those checks explain most Venture access and workflow failures. For Banking, recover through the fund page; never reuse provider handoff material or send it to support.
The Banking tab is missing
The Banking tab appears only on a fund when the banking_integration rollout is enabled for the signed-in user. It does not appear on SPVs. Confirm the organization and fund first, then ask an authorized administrator to verify rollout access. A copied route is not a supported way around a missing tab.
If you can open Banking but cannot connect, reconnect, or disconnect, the problem is permission rather than visibility. An organization admin has the full vehicle-admin capability set. An Admin collaborator also needs the separate Banking grant; a Viewer collaborator remains read-only.
Connect Erste directly is disabled
When the provider chooser is available, Connect Erste directly is disabled if the fund’s management company has no provisioned Erste wallet. The control reports No Erste wallet is provisioned for this fund's management company. Ask an authorized platform operator to confirm provisioning. Do not switch organizations, copy another fund’s link, or use a provider request from another session.
A connection attempt timed out or failed
A new connection attempt or direct Erste reconnection expires five minutes after it starts and must be completed by the same signed-in user. If its overlay reports This connection attempt timed out. or We couldn't complete the connection., select Try again to clear that terminal attempt. Then select Connect your bank, Reconnect now, or Reconnect to create a fresh session and complete the provider step as the same signed-in user.
For a Plaid reconnect, complete the visible provider handoff in the same signed-in Venture page and browser flow. Wait for Last updated: to change before considering recovery complete.
An expired or failed session cannot be reused, resumed, or continued. Do not replay the provider page or ask another administrator to finish it. If the provider window was closed, Venture can report Cancelled the bank connection; start again from the fund’s Banking page.
If the direct Erste flow reports Could not start the bank connection. Try again. or Could not start the reconnection. Try again., confirm the fund and permission once, then start one fresh attempt. Escalate repeated failures instead of repeatedly opening provider windows.
Transactions will not synchronize
Syncing transactions… and No transactions yet. Transactions will sync automatically from your bank. are progress states. Wait before starting another refresh.
For a healthy connection with Account overview, select Sync now once. Started the sync. This may take a moment. means Venture accepted the request. Could not start the sync. Try again. means it did not; wait briefly and retry once.
If the page shows Could not sync transactions, do not treat Retry alone as proof that a new sync started. Reload the Banking page once and read the resulting connection state. If Account overview returns, use Sync now and wait for Last updated: to change. If the failed screen remains, or the connection instead asks for Reconnect, follow that action and escalate a repeated failure.
Venture could not retrieve wire details
Connected the bank. Wire transfer details could not be retrieved, so check them in the fund settings. means the connection completed but the provider did not supply usable wire-transfer details. Review the fund settings manually. Venture preserves existing nonblank bank-wire values and fills only blank fields during finalization, so do not replace reviewed details with values copied from a provider screen.
A disconnected or replaced account is still listed
After Disconnect, Venture preserves transaction history but stops new synchronization. The page reports Disconnected the bank, shows the disconnected banner, and can list historical cards under Disconnected accounts. Select Connect a bank only when you intend to start a fresh provider handoff.
A replacement connection can leave an old account under Disconnected accounts while the returned account becomes live under Account overview. This is expected history preservation, not a duplicate live balance. Compare the visible institution, masked account suffix, and Last synced date without sending those values outside the authorized operating context.
A fund or SPV is missing
- Confirm the organization switcher shows the expected organization.
- Search the correct browser: Funds and SPVs are separate.
- Clear the Search funds… or Search SPVs… value and any filters.
- If you are a guest, ask a vehicle admin to confirm your collaborator assignment.
Organization members can browse the organization’s vehicles. Guests see assigned vehicles only.
Add fund or Create SPV is disabled
These controls require organization-level permission to manage investment vehicles. A vehicle-level collaborator grant does not authorize creation of another organization vehicle. Ask an organization admin to create it or correct your organization role.
An SPV step will not continue
Select the active Step N entry and correct every highlighted field. Required fields vary by step. Fix the highlighted fields means the current step has not passed validation.
Use Save for later to preserve a valid draft. If draft persistence fails, Venture reports Could not save the draft. Do not repeatedly submit; first reload the draft from SPVs and confirm which values persisted.
Add investment is disabled
Read Investments can only be added after:. Venture can require:
- completed fund or SPV parameters;
- Active/Open status set by an Infra One admin;
- an uploaded subscription document template.
For an SPV, also confirm it is no longer Draft. If the prerequisites pass but the control remains disabled, the user needs vehicle-management access.
Invite investors is disabled
The same activation requirements apply under Fundraising, and the user also needs the vehicle’s invitation-management grant. Resolve each item under Invites can only be created when: before asking for a permission change.
If submission reports The invites could not be sent. Please try again., preserve the recipient list, confirm the vehicle is still active, and retry once. Escalate repeated failures with the organization slug, vehicle name, time, and recipient count, but never include private notes, subscription documents, or invitation links in an unsecured channel.
An invitation appears stuck
Open the record in Investor pipeline and identify the actual wait state. Needs to create account, Needs to accept invitation, Needs to sign, Outstanding identity verifications, and Waiting on signatories require different action.
Use Re-send only for a delivery or acceptance problem. Use Send reminder for an outstanding onboarding task. Confirm the recipient before either action to avoid sending private fund material to the wrong address.
What to include when escalating
Provide the organization slug, fund or vehicle name, page, visible state, failed control, and approximate time. Include the exact on-screen error. For Banking, omit bank and account identifiers, balances, credentials, authorization screens, provider handoff data, and connection links. For other Venture workflows, omit investor emails, commitments, private notes, signed documents, and invitation URLs.