Troubleshooting your linked card (Plaid)

Created by Marcus Harvey, Modified on Thu, 27 Oct 2022 at 09:12 PM by Marcus Harvey


Here are our top 10 troubleshooting solutions.

 

1. Invalid Credentials

If you're linking your online banking credentials and get this error message, we encourage you to double-check that there weren't any spelling or character mistakes when entering your information. You should be using the same login credentials for online or mobile banking.

 

2. Invalid multi-factor authentication

If you're linking your online banking credentials and get this error message it means there was an issue with the answers you provided in the bank authentication process. It might be helpful to log in to your online banking first and make sure you have the right information or try linking a card issued by another bank/ financial institution. 

 

3. Temporarily Locked Account

If you're linking your online banking credentials and get this error message it means you’ve entered your credentials incorrectly too many times. This triggered the financial institution’s fraud protection system, resulting in your account being locked. 

 

We encourage you to get in touch with your bank or log in to their portal to resolve the issue, unlock your account, and get back to us or try linking a card issued by another bank/ financial institution.

 

4. Unable to support account

If you're linking your online banking credentials and get this error message it means our provider (Plaid) was unable to support your account due to restrictions in place at the financial institution.

 

In this case, please consider linking a different card issued by another bank/ financial institution.

 

5. Account not authorized

If you're linking your online banking credentials and get this error message it means you must log in directly to your financial institution and take some action (agree to updated terms and conditions/ change your password/ etc.) or try linking a card issued by another bank/ financial institution.

 

6. Multi-factor authentication not supported

If you're linking your online banking credentials and get this error message it means the bank changed their MFA method and it's not supported by our provider (Plaid). In this case, please consider linking a different card issued by another bank/ financial institution.

 

7. No accounts

If you're linking your online banking credentials and get this error message it means you don’t have a credit card connected to your bank account. In this case, please consider linking a different card issued by another bank/ financial institution.

 

8. Password or MFA (Multi-Factor Authentication) information has changed

If you're linking your online banking credentials and get this error message it means your MFA information has changed.

 

This can be easily corrected. We encourage you to get online with your bank or link another card issued by another financial institution.

 

9. Invalid username

If you're linking your online banking credentials and get this error message it means the username provided does not match the original username. This can be easily corrected, we encourage you to re-link your card with the correct username so you could keep getting the max out of our app and enjoy our rewards.

 

10. Re-link your card

If your password or MFA information has changed, or if your bank requires new authentication methods, you will receive a notification in the app instructing you to relink your card in the app. Note that, until you do so, we won’t be able to receive information about your purchases and therefore won’t be able to grant you rewards for the qualifying ones under the offers you joined.



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