You may run into error messages when trying to link your financial institutions in the app. These errors can occur for a number of reasons, such as our third-party linking providers having trouble connecting to your bank.
We know it can be frustrating running into these errors, so let's breakdown the most common problems you may run into, and how to resolve them.
If you're still running into problems after following the instructions, please visit the I'm still running into problems section below for steps.
Most problems can be fixed by linking your accounts using the Rocket Money website from a computer or tablet from a private or incognito browser, instead of the mobile app. Visit the Rocket Money website here!
Incorrect login credentials / Username or password incorrect
Your login credentials are coming back as invalid. This may be a legitimate typo, however if this comes up incorrectly we may need to report this to our secure third-party linking provider.
Manually type your credentials and do not use autofill or a password manager.
Try linking your account via the Rocket Money website on a computer or tablet (not the Rocket Money app). Use this link to login.
Some institutions enable security measures that reject auto-filled data when attempting to connect to a third-party (i.e. not logging into the institution directly).
Account not fully setup
Your financial institution account isn't set up for third-party access, like Rocket Money. You will need to work directly with your financial institution.
Please login directly to your financial institution's website (not a mobile app) using a secure web browser in private or incognito mode.
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
Some financial institutions hide some settings and notifications options on their mobile app and require a user to visit their website directly.
Multi-factor Authentication (MFA)
When you link your financial institution to Rocket Money, the experience is meant to mirror the same process that you go through when you log into your financial institution’s website.
If you are running into issues with getting past the MFA portion of that log in experience when linking your account to Rocket Money, you’ll need to reach out to your financial institution directly as Rocket Money doesn’t have the ability to change your MFA preferences or settings.
You may wish to edit the MFA feature with your bank
We value your security and editing your MFA options is entirely up to you!
An unexpected error occurred / Something went wrong
If you see an error message saying that there was an unexpected error or that your bank is down, that may mean our third-party linking provider is currently unable to connect with your bank.
If you are using a VPN please try disabling it when attempting to connect your account.
If you're on WiFi, try switching over to mobile data to see if that connection works, and vice versa if you are on already on mobile data. This can be a error from a connection issue.
As a general rule, our linking providers update their system every couple of days and you should be able to link again within the week.
Plaid reports the status of the most popular accounts here
I'm still running into problems / "Our magic is off" screen
If you're still running into problems connecting your account after following the above steps, we'd love to investigate this for you!
Please reach out to the Rocket Money Support team through our in app chat and let us know the name of the financial institution you're running into issues with, and we’ll be happy to help!