If a customer contacts you with account linking errors follow the below steps:

1. Verify that they are attempting to link the correct Institution.
   • Ask the customer to verify that the URL link displayed (when the application is asking for credentials) is the correct one.
     • If Yes - Move to Step 2.
     • If No - Ask the customer to check to see if their institution is listed under Popular Institutions or to try searching for the account again using less characters in the search. If the customer still cannot find their institution proceed to the Troubleshooting Institutions that Cannot be Found Guide.
       
       
2. Verify that they are entering the correct credentials.
   • Ask the customer if the credentials they are inputting are the same as the ones they would use to log into their institution website directly.
     • If Yes - Ask the customer to enter their credentials being sure to check for case sensitivity. Especially if using a mobile device where browsers and keypads sometimes auto-capitalizes the first character. If the customer is still experiencing issues move to step 3.
     • If No - Ask the customer to enter the correct credentials and try again.
       
       
3. Verify that the customer can log into their institution directly.
   • Ask the customer to log into their institution website directly an ensure that they clear away/accept any menus, pop-up windows or new policies that maybe presented. Have the customer try to link the institution again through the Consumer Portal. 
     • If still fails to link - If the customer is still experiencing issues the matter may need to be escalated to one of our support representatives. Please consult the Escalating Account Linking Issues Guide.