If you receive an error message when trying to link your account in our app our secure bank linking provider (Plaid) is having trouble connecting to your bank. These issues occur for a variety of reasons, listed below. If you can't find your bank in the app, please take a look at this guide first.
We know it can be frustrating to be stopped at your first step in the app, so we'll help you get through it, get your account linked, and start your money saving journey! 😀
Please message support within the app or at firstname.lastname@example.org for any further assistance getting your account linked.
Incorrect login credentials
In today's world, there are lots of usernames and passwords to keep track of! We've all forgotten our login credentials before or accidentally used a capital letter instead of a lowercase. If Plaid isn't recognizing your username/password, please double check your credentials by accessing your bank account online at your bank's website and then try again in the app.
Account not fully setup
Multi-factor authentication (MFA)
Plaid supports multi-factor authentication for the majority of their supported banks. Banks that use a type of MFA called One-Time Password, such as Robinhood, may have intermittent problems connecting through Plaid. In these cases, we recommend modifying your MFA to text or email verification. Truebill will never recommend that you turn off your MFA to link via Plaid.
An unexpected error occurred/bank down
If you see an error message saying that there was an unexpected error or that your bank is down, that mean our provider is not able to connect with your bank currently. As a general rule, they update their system within a couple of days and you should be able to link again within the week. Plaid reports the status of the most popular accounts here: https://status.plaid.com/