Fixing Bank Connection Issues

Troubleshooting guide for account connection problems

Common Connection Errors

Invalid Credentials

Your username or password was not accepted.

Solutions:

1. Log into your bank's website directly to confirm your credentials work
2. Check for extra spaces or incorrect capitalization
3. If you recently changed your password, use the new one
4. Some banks take 30 minutes to recognize a new password

Connection Timeout

The connection attempt took too long.

Solutions:

1. Check your internet connection (try switching between WiFi and cellular)
2. Banks often have maintenance overnight - try during business hours
3. Disable VPN if you're using one (some banks block VPN connections)
4. Restart your device and try again

Account Locked

Too many failed attempts or bank security triggered.

Solutions:

1. Wait 30 minutes to 24 hours before trying again
2. Log into your bank's website to complete any security challenges
3. You may need to call your bank to unlock the account
4. Don't keep retrying - it can extend the lockout

Two-Factor Authentication

SMS/Text Codes

• Have your phone ready before starting the connection
• Enter the code within 2-3 minutes (they expire quickly)
• If the code doesn't arrive, check if your phone number is correct with your bank

Authenticator Apps

• Have your authenticator app open and ready
• Enter the current code promptly
• Don't close Prism Wallet during the authentication process

Email Verification

• Check your spam/junk folder
• Verify the email address on file with your bank is correct
• Some banks delay verification emails by 5-10 minutes

Maintaining Connections

Why Connections Break

Common reasons:

• Password changed at your bank
• Bank security update
• Extended inactivity on the connection (90+ days)
• Bank system changes

Reconnecting

1. Go to the Accounts tab
2. Tap the account with the warning indicator
3. Tap Reconnect
4. Enter your current credentials
5. Complete any security steps
6. Verify transactions are updating again

Prevention Tips

• Update your credentials in Prism immediately after changing your bank password
• Check your connections weekly to catch issues early
• Have all security information (phone, authenticator, email) ready when connecting
• Connect during business hours for the best success rate

Specific Error Messages

"ITEM_LOGIN_REQUIRED"

Your session expired. Reconnect with your current credentials.

"INSTITUTION_DOWN"

Your bank's connection service is temporarily offline. Wait a few hours and try again.

"RATE_LIMIT"

Too many connection attempts. Wait 24 hours before trying again.

Still Having Issues?

If you've tried the above and still can't connect:

• Check Plaid's status page for known issues with your bank
• Use the in-app live chat for real-time assistance
• Email support at support@dicarlosoftware.solutions with:
  • Your bank name
  • The error message (screenshot helps)
  • When the issue started
  • What you've already tried