If you’re seeing an error message when you try to link a bank account, there are a few possible causes. Click on the relevant issue type below to find more information and troubleshooting steps.
If you've tried the steps below and are still having trouble, please send us an email at support@nerdwallet.com. Our support team will be happy to help you out!
Contents
- Update Bank Info or Set Up Account
- Locked Account
- Right Bank, Wrong Account
- Account Not Supported
- General Log-In Issues
- Bank-Initiated Security Measures
- Technical Issues
- Verifying Your Identity
- Contact NerdWallet Support
Update Bank Info or Set Up Account
Error Messages:
- Looks like your bank needs you to update some info on their site before relinking. Log in to your bank’s site (not their app!) and look for a message with more details. If that doesn’t work, contact us.
- Your account is not yet authorized for online use. Please continue the account setup process in order to continue.
What is this and what should I do?
Your bank sometimes needs updated personal info like your phone number, email address, or security question information. Log into your bank’s website directly (note: do this from a web browser - not the bank's app). Your bank may have a pop-up or message for you to update information, accept new terms and conditions, or take some other action. Take the actions requested by your bank and then try again.
If you still have trouble, please contact us. We’ll need to know the bank, the types of accounts, and if you have already logged in to the bank’s website to be sure that nothing needed your attention on their end.
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Locked Account
Error Messages:
- Looks like this account is locked. Banks do this for security reasons when there are too many incorrect login attempts. Contact your bank to unlock your account.
- Your account has been temporarily locked. For your protection, your account has been locked. Click below to unlock your account.
What is this and what should I do?
If you have too many unsuccessful attempts to log in, your bank may lock your account for as a security measure. You can check this with their website by logging in to your account directly. If your account is locked there, the login process should give you details on how to unlock. You may also want to contact your bank to see if their support team can help.
If you still have trouble, please contact us. We’ll need to know the bank, the types of accounts you have, and what your bank said when you contacted them.
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Right Bank, Wrong Account
Error Message: Check if you chose the right bank. In some cases, a bank appears a few times on our list with slightly different names. Select a different one and try again.
What is this and what should I do?
Our system may contain several options for the same bank (i.e. Chase Banking, Chase Credit Cards, Chase Loans), so be sure to compare the name shown to the kind of accounts you want to link. You may have to pick a couple of options to link different kinds of accounts at the same institution.
If you have double-checked your selection and still get this message OR if you only have one option for your bank, contact us. We’ll want to know the bank name, the website you use to log in to your bank directly, the kinds of accounts you want to link, and which options you chose from our end.
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Account Not Supported
Error Message: Account Not Supported. Your account is not currently supported. Please log in using a different account.
What is this and what should I do?
If you get this message or a message that your security settings aren’t supported, you won’t be able to connect your bank account at this time. Sometimes we can’t support a bank because of their internal systems, and NerdWallet isn’t able to override these settings. You may want to contact your bank to ask if they can provide advice on using third-party account linking services. Sometimes they may even choose to prevent their customers from connecting their accounts to third-party apps. Contact your bank for details about this.
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General Log-In Issues
Error message: There was an issue with your login info
What is this and what should I do?
You might receive this error message for a few reasons:
- Wrong password. We all make typos here and there! Double check that the password you entered is correct, noting that your bank password may be case sensitive.
- Wrong bank. Some banks share similar names and it can be easy to select the wrong one from our database. Different account types from the same bank may be listed separately in our database, and you’ll need to pick the right one to log in successfully. A good way to check that you’re picking the right bank is to make sure that the URL that appears under the bank’s name in your search results matches the URL you visit to log into your account on your bank’s website.
- Technical issues (please stand by!). If you’ve ruled out the causes above, it’s possible that your bank is experiencing a temporary issue that prevents you from linking your account. In this case, we recommend unlinking your account, waiting 48 hours, then trying once more to re-link.
If you still have trouble, please contact us at support@nerdwallet.com. We’ll need to know the bank, the types of accounts you have, and if you've already waited 48 hours then tried to re-link.
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Bank-Initiated Security Measures
Error Message: Reverify your identity with your bank
What is this and what should I do?
This message is prompted by your bank as a measure to protect your account security. If you’re prompted to enter a code that was sent to your phone, be sure to enter that code ASAP. The code is time sensitive, so if it expires you’ll want to try again.
If you still have trouble, please contact us at support@nerdwallet.com. We’ll need to know the bank, the types of accounts you have, and if you've already tried submitting your security code immediately after receiving it.
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Technical Issues
Error Messages:
- Try relinking this account later
- Check back in a few days
What is this and what should I do?
This message indicates that the company we partner with to link your bank accounts is experiencing a temporary technical issue. These are typically resolved within a couple of days, so we recommend unlinking your account, waiting 48 hours, then trying once again to relink.
If you still have trouble, please contact us at support@nerdwallet.com. We’ll need to know the bank, the types of accounts you have, and if you've already waited 48 hours then tried to re-link.
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Verifying Your Identity
Error Message: Try verifying your identity again
What is this and what should I do?
You’ll see this message if the answer you submitted to your security question is registering as incorrect. Please unlink your account and try again.
If you still have trouble, please contact us at support@nerdwallet.com. We’ll need to know the bank and the types of accounts you have.
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Contact NerdWallet Support
Error Message: Contact us to fix the issue
What is this and what should I do?
Our support team is here to help! As the error message says, this reflects an issue that we’ll likely need to help troubleshoot. Email us at support@nerdwallet.com and we’ll be happy to assist you. Please include the name of the bank you’re trying to connect and let us know that you’re seeing this particular error message.
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