Credit Card - No Transactions Showing

Tonight, while going over our budget for next year, my partner and I realized that her Ally-associated credit card (linked to YNAB) isn’t importing any purchase transactions. It’s only showing things like balances, posted payments, etc.

We discovered this after noticing that some transactions—like a dining-out charge—never appeared.

Is this a known issue? Is there a fix? Am I missing a simple setting that needs to be enabled for the account?

We’re a bit panicked that potentially thousands of dollars of transactions from the past few months weren’t imported, which means they were never categorized and weren’t reflected in our actual budget.

Secondary question: We’ve been using YNAB for about a year now, and I finally feel much more confident with the process than when we first started. Is it ever worth starting over from scratch for a cleaner, tighter experience? Or is it better to keep rolling with our current budget and let things naturally improve over time?