If you are experiencing issues with account linking and getting errors follow the below steps:
- Verify that you are attempting to link the correct Institution.
- Verify that the URL link displayed (when the application is asking for credentials) is the correct one and the same as the one you normally would login to your account through.
- If Yes - Move to Step 2.
- If No - Please verify that your institution is not listed under Popular Institutions or try searching for the institution again using more/less characters in the Search field. If the customer still cannot find their institution proceed to the Troubleshooting Institutions that Cannot be Found Guide.
- Verify that the URL link displayed (when the application is asking for credentials) is the correct one and the same as the one you normally would login to your account through.
- Verify that you are entering the correct credentials.
- Verify that the credentials you are inputting are the same as the ones you would use to log into their website directly.
- If Yes - Please re-enter your credentials making sure to check for case sensitivity. Especially if using a mobile device where browsers and keypads sometimes auto-capitalizes the first character. If you are still experiencing issues move to step 3.
- If No - Please enter the correct credentials and try again.
- Verify that the credentials you are inputting are the same as the ones you would use to log into their website directly.
- Verify that you can log into your institution's website directly.
- Please be sure you can log into your institution's website directly an ensure that to clear away/accept any menus, pop-up windows or new policies that maybe presented. Try to link the institution again through the portal.
- If still fails to link - If you are still experiencing issues the matter may need to be escalated to one of our support representatives. Please consult the Escalating Account Linking Issues Guide.
- Please be sure you can log into your institution's website directly an ensure that to clear away/accept any menus, pop-up windows or new policies that maybe presented. Try to link the institution again through the portal.