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Common linking issues
Common linking issues

Why is my account not linking?

Francis avatar
Written by Francis
Updated over a week ago

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. 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! ๐Ÿ˜€

Please message support within the app or here for any assistance needed getting your account linked.

Common errors

Incorrect login credentials

This error means that your credentials are coming back as invalid. We may need to report this to our secure third-party linking provider, Plaid. Before reaching out to support, please give these workarounds a try:

  1. If you are using autofill or a password manager, please try manually typing your credentials. Some institutions enable a security measure that rejects auto-filled data when someone tries to link to a third-party (i.e. not logging into the institution directly).

  2. Try linking your account via the Rocket Money website on a computer or tablet (not the Rocket Money app). Use this link to login.

If you still run into this error even after trying the above suggestions, please reach out to our support team. Make sure to have your bankโ€™s URL ready as the team will need that to investigate for you.

Account not fully setup

This error means your account isn't set up for third-party access, like with Rocket Money. In order to fix this, you will need to work directly with the bank. Please login directly to their website (not a mobile app) using a secure web browser in private or incognito mode. Some notifications are difficult/impossible to find in the banking app.

Based on our experiences with other members, you may need you to:

  • Confirm that you have security questions or other forms of multi-factor authentication (MFA) enabled

  • Check for any notifications, pop-up messages, or updated terms of service

Once you have done that, please try linking to Rocket Money again. If you still run into this error even after trying the above suggestions, please reach out to our support team.

Multi-factor Authentication (MFA)

You can learn more about Plaid's support of MFA enabled linked accounts here.

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 ๐Ÿ‘‰

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