Fixing Bank Connection Issues

Troubleshooting guide for connection problems

Having trouble connecting or maintaining connections to your bank accounts? This guide covers the most common issues and their solutions.

Common Connection Errors

"Invalid Credentials"

Symptoms: Error message saying username/password incorrect

Solutions:

1. Verify Login Works
   • Try logging into bank's website
   • Ensure caps lock is off
   • Check for extra spaces
2. Special Characters
   • Some banks limit special characters
   • Try changing password to simpler one
   • Avoid: < > & % @ # in passwords
3. Recently Changed Password
   • Use new password in Prism Wallet
   • Some banks have delay (wait 30 min)
   • May need to log out/in on bank site first

"Connection Timeout"

Symptoms: Spinning wheel, then timeout error

Solutions:

1. Check Internet
   • Switch between WiFi/cellular
   • Try airplane mode on/off
   • Restart your device
2. Bank Maintenance
   • Banks often maintain overnight
   • Try during business hours
   • Check bank's status page
3. VPN Issues
   • Disable VPN temporarily
   • Some banks block VPN connections
   • Try different VPN server

"Account Locked"

Symptoms: Bank says account locked or too many attempts

Solutions:

1. Wait Period
   • Usually 30 minutes to 24 hours
   • Don't keep trying (makes it worse)
2. Unlock Process
   • Log into bank website
   • Complete security challenges
   • May need to call bank
3. Prevent Future Locks
   • Update password in Prism immediately
   • Don't attempt if unsure of password

Bank-Specific Issues

Chase Bank

Common Issue: Requires secure message verification

Solution:

1. Log into Chase website
2. Check secure messages
3. Approve Prism Wallet access
4. Try connection again

Bank of America

Common Issue: Enhanced security questions

Solution:

1. Answer all security questions
2. Add Prism to authorized apps
3. May need SafePass code

Wells Fargo

Common Issue: Access code required

Solution:

1. Request one-time access code
2. Enter in Prism Wallet promptly
3. Save device if option appears

Capital One

Common Issue: Two-factor authentication

Solution:

1. Have phone ready for SMS
2. Enter code quickly (expires fast)
3. Enable app-based 2FA if available

Two-Factor Authentication (2FA)

SMS/Text Codes

Best Practices:

• Have phone ready before connecting
• Enter code within 2-3 minutes
• Don't request multiple codes

App-Based 2FA

Supported Apps:

• Google Authenticator
• Authy
• Microsoft Authenticator

Setup Tips:

1. Have authenticator app ready
2. Enter current code
3. Don't close Prism during process

Email Verification

Common Issues:

• Check spam folder
• Verify email on file with bank
• Some banks delay emails 5-10 min

Connection Maintenance

Keeping Connections Active

Automatic Refresh

• Prism updates every 4-6 hours
• Premium users get priority updates
• Manual refresh available anytime

When Connections Break Common reasons:

• Password changed
• Security update at bank
• Extended inactivity (90+ days)
• Bank system changes

Reconnection Process

1. Identify Broken Connection
   • Red indicator on account
   • "Action Required" message
   • Transactions stop updating
2. Reconnect Steps
   • Tap affected account
   • Select "Reconnect"
   • Enter updated credentials
   • Complete security steps
3. Verify Success
   • Check for recent transactions
   • Confirm balance updated
   • No error indicators

Advanced Troubleshooting

Multiple Connection Attempts

If failing repeatedly:

1. Stop after 3 attempts
2. Wait 30 minutes minimum
3. Try these in order:
   • Different time of day
   • Finicity instead of Plaid
   • Contact support

Using Alternative Providers

Switching to Finicity:

1. Settings → Advanced
2. Toggle "Use Finicity"
3. Try connection again
4. Some banks work better with one or other

Manual Account Option

When automation fails:

1. Add manual account
2. Update balances yourself
3. Import transactions via CSV
4. Use until connection fixed

Security Best Practices

Protecting Your Connections

Password Management:

• Use unique password for banking
• Update Prism immediately after changes
• Consider password manager

Connection Security:

• Only connect on secure WiFi
• Avoid public networks
• Enable all bank security features

Monitoring Access

Regular Checks:

• Review connected apps at bank
• Verify last connection date
• Remove unused connections

Suspicious Activity:

• Prism never initiates transactions
• Report unexpected connections
• Change passwords if concerned

Specific Error Messages

"MFA_NOT_SUPPORTED"

Bank requires unsupported authentication

Fix: Try Finicity provider or contact support

"ITEM_LOGIN_REQUIRED"

Session expired, needs fresh login

Fix: Reconnect with current credentials

"INSTITUTION_DOWN"

Bank's connection service offline

Fix: Wait 2-4 hours and retry

"RATE_LIMIT"

Too many connection attempts

Fix: Wait 24 hours before retry

Getting Help

Before Contacting Support

Gather this information:

1. Bank name and account type
2. Error message (screenshot helps)
3. When issue started
4. What you've tried

Self-Service Tools

Connection Status:

• Check status.plaid.com
• View bank's system status
• Look for maintenance notices

Debug Mode:

1. Settings → Advanced
2. Enable "Connection Debugging"
3. Try connection
4. Share logs with support

Support Channels

In-App Support:

• Tap profile → Help
• Select "Connection Issues"
• Follow prompts

Email Support:

• support@prismwallet.app
• Include debug logs
• List troubleshooting tried

Prevention Tips

Maintain Healthy Connections

1. Update Promptly: Change password? Update immediately
2. Regular Checks: Verify weekly that updating
3. Security Balance: Use bank features but not excessive
4. Clean Reconnects: Remove and re-add if persistent issues

Best Connection Practices

• Connect during business hours
• Use home WiFi when possible
• Have all security info ready
• Don't rush the process
• Save successful settings

Remember: Connection issues are usually temporary. Most resolve within 24 hours or with credential updates.