Bank Connection Errors - Troubleshooting

Bank connection errors are among the most common issues in Balance. This guide covers specific error messages and how to resolve them.

Understanding Connection Errors

Balance uses Plaid to securely connect to your banks. Errors can come from:

• Your bank’s systems
• Pl aid’s connection layer
• Your login credentials
• Network issues
• Security timeouts

Most errors are easily fixed by reconnecting your account.

Common Error Messages

“Invalid Credentials”

What it means: Your username or password is incorrect.

Causes:

• Typo when entering credentials
• Changed password at bank, haven’t updated Balance
• Username changed at bank
• Caps lock or keyboard issue

Solutions:

1. Verify credentials work at bank:

   • Go to your bank’s website
   • Log in directly
   • If successful, credentials are correct
   • If not, reset with bank first

2. Reconnect with correct credentials:

   • Go to Accounts tab in Balance
   • Tap account with error
   • Tap “Reconnect”
   • Carefully enter username/password
   • Complete any security verification

3. Check for typos:

   • Turn off auto-correct
   • Type carefully
   • Watch for extra spaces
   • Verify caps lock is off

4. Try again:

   • Sometimes temporary glitch
   • Wait 5 minutes
   • Try reconnecting again

Prevention:

• Update Balance immediately when changing bank password
• Use password manager for accuracy
• Respond to reconnection prompts quickly

“Action Required” or “Login Required”

What it means: Your bank connection needs re-authentication.

This is normal for many banks - security requirement, not an error.

How to fix:

1. Go to Accounts tab
2. Find account with “Action Required”
3. Tap the account
4. Tap “Reconnect” button
5. Log in with your current bank credentials
6. Complete any security questions/2FA
7. Allow permissions when asked
8. Connection should restore

Why this happens:

• Bank security policy (especially Chase, Navy Federal)
• Periodic re-authentication required
• Password changed at bank
• Long period of inactivity
• Bank system updates

Frequency by bank:

• Chase: Every 30-90 days (normal)
• Navy Federal: Frequently (their policy)
• Most banks: Every 3-6 months
• Capital One (OAuth): Rarely (more stable)

This is not a bug - it’s how banks keep your data secure.

“Institution Not Responding”

What it means: Your bank’s systems are temporarily unavailable.

Causes:

• Bank is down for maintenance
• Bank API is experiencing issues
• High traffic at bank
• Bank system updates in progress

Solutions:

1. Wait and try later:

   • Try again in 15-30 minutes
   • Check back a few times over next few hours
   • Most bank issues resolve quickly

2. Check bank’s website:

   • See if you can log in there
   • Look for maintenance notices
   • Check their status page if they have one

3. Try during off-peak hours:

   • Early morning or late evening
   • Avoid lunch hour, end of month
   • Weekends sometimes better

4. Contact support if persists 24+ hours:

   • May be ongoing bank issue
   • Support can check Plaid status
   • May need alternative solution

Not your fault - nothing wrong with your account or Balance.

“Connection Timed Out”

What it means: The connection attempt took too long.

Causes:

• Slow internet connection
• Bank systems slow to respond
• Network interruption mid-connection
• Too many simultaneous connections

Solutions:

1. Check your internet:

   • Verify WiFi or cellular connected
   • Try loading other websites
   • Switch networks if possible

2. Close other apps/tabs:

   • Free up device resources
   • Close background apps
   • Try with fewer things running

3. Try different device:

   • Try on phone if on computer
   • Or vice versa
   • Different network may help

4. Retry during better conditions:

   • Stronger WiFi signal
   • Better cellular connection
   • Off-peak hours
   • Less network congestion

5. Try again later:

   • Bank may be overloaded
   • Wait 30 minutes
   • Retry when systems less busy

“MFA Required” or “Additional Verification Needed”

What it means: Your bank requires additional security verification.

MFA = Multi-Factor Authentication (security codes, security questions, etc.)

How to handle:

1. During connection process:

   • Plaid will prompt for code
   • Check your phone/email for code
   • Enter code when prompted
   • Continue connection process

2. Security questions:

   • Answer questions as you set them up at bank
   • Must match bank’s records exactly
   • Case-sensitive if applicable

3. Phone/SMS code:

   • Check phone number on file with bank is current
   • Wait up to 2 minutes for SMS
   • Use most recent code if multiple received
   • Codes typically expire in 10 minutes

4. Email code:

   • Check email (including spam)
   • Use most recent code
   • Check that email on file is correct

5. Authenticator app:

   • Use Google Authenticator or similar
   • Enter current code from app
   • Code refreshes every 30 seconds

Can’t receive verification:

• Update contact info with bank first
• Try alternate verification method
• Call bank if options not working

“Account Not Found”

What it means: Plaid can’t find your account at that institution.

Causes:

• Searching wrong institution name
• Account recently closed
• Account type not supported
• Spelling variation of bank name

Solutions:

1. Try different search terms:

   • Full official bank name
   • Try abbreviation
   • Try with/without location
   • Parent company name (if credit union)

2. Check supported banks list:

   • Not all banks are supported
   • Some credit unions not available
   • View supported banks →

3. Verify account is active:

   • Log into bank’s website
   • Confirm account still open
   • Check account status

4. Select correct institution:

   • Look carefully at search results
   • Similar names = different banks
   • Choose exact match
   • Location matters for credit unions

“Unable to Link Account”

Generic error that could mean many things:

Troubleshooting steps:

1. Basic fixes:

   • Try again (may be temporary)
   • Clear browser/app cache
   • Restart device
   • Try different device

2. Check credentials:

   • Verify username/password
   • Make sure account is active
   • Confirm account type is supported

3. Bank-specific:

   • Some banks require special setup
   • Enable third-party access in bank settings
   • Authorize Plaid/Balance in bank’s security center
   • May need to call bank to enable

4. Account type:

   • Business accounts may not be supported
   • Some specialized accounts excluded
   • Verify account type is standard (checking/savings/credit)

5. Contact support:

   • Provide bank name
   • Provide account type
   • Screenshot of error
   • Support can check deeper issues

Bank-Specific Connection Issues

Chase

Common issues:

• Requires re-authentication every 30-90 days
• “Action Required” frequently
• This is normal Chase behavior

Solutions:

• Use OAuth connection method when offered
• Expect to reconnect regularly
• Keep banking app updated
• Respond to prompts quickly

Not a bug - Chase’s security policy.

Navy Federal

Common issues:

• Very frequent re-authentication required
• Among most frequent reconnection needs
• Security policy, not a Balance issue

Solutions:

• Expect to reconnect often (weekly or more)
• Cannot be avoided
• Part of their security model
• Set aside time to reconnect regularly

Capital One

Usually most stable:

• Uses OAuth (more secure connection)
• Rarely needs re-authentication
• If issues arise, typically resolve easily

If problems:

• Try web version first, then mobile
• OAuth should reconnect smoothly
• Contact support if persistent

Wells Fargo

Common issues:

• May have longer sync delays
• Security settings can block connections

Solutions:

• Check security settings on Wells Fargo website
• Ensure third-party access enabled
• Look for Balance/Plaid in security center
• May need to specifically authorize

Credit Unions

Common issues:

• May require exact official name
• Slower syncing (12-24 hours common)
• Not all credit unions supported
• May require micro-deposit verification

Solutions:

• Search by full official name
• Include location if needed
• Check if your credit union is supported
• Be patient with sync timing
• Contact credit union about third-party access

Connection Status Indicators

Understanding what you see in Accounts tab:

✅ Green/Healthy

• Connection working normally
• Transactions syncing
• No action needed

⚠️ Yellow/Warning

• May need attention soon
• Not critical yet
• Monitor and prepare to reconnect

❌ Red/Error

• Connection broken
• Action required
• Transactions not syncing
• Fix immediately

🔄 Syncing

• Currently updating
• Wait for it to complete
• Usually a few seconds

Reconnection Process

Standard reconnection steps:

1. Navigate to account:

   • Accounts tab
   • Tap account with error

2. Initiate reconnection:

   • Tap “Reconnect” button
   • Plaid connection window opens

3. Enter credentials:

   • Username/ID
   • Password
   • Must be current credentials

4. Complete security:

   • Security questions
   • 2FA codes
   • Any additional verification

5. Grant permissions:

   • Allow Balance to access data
   • Confirm selections
   • Complete connection

6. Verify success:

   • Check account status
   • Should show green/healthy
   • Transactions should start syncing

Detailed reconnection guide →

Prevention and Maintenance

Keep Connections Healthy

✅ Do:

• Open Balance every few days
• Respond to “Action Required” immediately
• Update Balance when changing bank passwords
• Keep app updated
• Monitor connection status

❌ Don’t:

• Ignore reconnection prompts
• Go weeks without checking
• Change passwords without updating Balance
• Use outdated app versions
• Ignore error messages

Monthly Maintenance

Once per month:

1. Check all account connections
2. Reconnect any with warnings
3. Verify all accounts syncing
4. Update app if available

Password Changes

When changing bank password:

1. Change it at your bank
2. Immediately reconnect in Balance
3. Use new password
4. Verify connection restored
5. Check transactions syncing

Don’t wait - reconnect right away to avoid sync gaps.

Network and Firewall Issues

VPN Interfering

If using VPN:

• Try disabling temporarily
• Connect accounts without VPN
• Some VPNs block banking connections

Firewall Blocking

Enterprise/school networks:

• May block financial connections
• Try on cellular data
• Or personal WiFi network
• Connect outside restricted network

Network Security

If security software interfering:

• Temporarily disable antivirus
• Whitelist balancebudget.app and plaid.com
• Try different network
• Check firewall settings

When to Contact Support

Contact support@balancebudget.app if:

• Same error persists for 3+ connection attempts
• Error lasts more than 24 hours
• Bank shows green but no transactions sync
• You’ve tried all troubleshooting steps
• Error message is unclear
• Need help with specific bank

Include in your message:

• Bank name and account type
• Exact error message
• Screenshot of error (if possible)
• Steps you’ve already tried
• Device type (iPhone, Android, Web browser)
• How long issue has persisted

Next Steps

After resolving connection errors:

• Managing Bank Accounts → - Account management
• Reconnecting Accounts → - Detailed reconnection guide
• Bank Security → - How your data is protected
• Sync Issues → - Transaction syncing problems

Your bank connection should now be working! Happy budgeting! 🎉