Errors and Solutions
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      1. TurboPass Knowledge Base
      2. Errors and Solutions

      Common Account Connection Errors

      See definitions and solutions to common account connection errors.

      NOTE

      The below definitions and solutions are for errors that are related to connections with individual accounts and not connections with financial institutions. There may be other errors related to the connection status with a specific financial institution that these errors and solutions do NOT apply to.

      To see Updated Connection Issues with financial institutions please view this article

      Other Joint Account Holder Not Returned

      Most joint accounts have a separate log in for each account holder. If the other account holders name is returning on the report, make sure the consumer is using their specific username and password. If they don't know it or believe they don't have their own, have them go to their bank log in page on a computer and reset their password. If the issue persists reach out to our support team. It is important to note that all banks are different and have their own security and privacy settings. 

      User Set Up Required

      The financial institution has flagged that certain details in the account settings or information are incomplete. To resolve this, instruct the user to log in to their account on a desktop and check if any information or settings need attention. This could include updating the phone number, address, ensuring that 'MFA' or 'Two-step authentication' settings are enabled, agreeing to updated Terms and Conditions, and resetting the password if necessary.

      Insufficient/Invalid Credentials 

      The financial institution is telling our system the credentials entered are incorrect. Have the customer log into their account on a desktop, manually confirm the username and password are correct and try again. If this doesn't work, the consumer can always change their password and try again. 

      Additionally, ensure that the consumer is selecting the correct financial institution on the 'Select Institution' page. If the issue persists, contact our support team at (855) 667-8477 EXT 3 to confirm the connection status of the financial institution or visit this article

      Account Locked 

      If the consumer enters their credentials incorrectly multiple times, the institution's fraud protection systems may lock their account. The number of incorrect attempts needed to trigger an account lock varies by institution.

      To resolve this, advise the consumer to try logging in directly to their institution's website on a desktop. If they are unable to login due to a locked account, the institution's website will typically provide instructions on how to unlock it. The consumer can also contact their institution for assistance in unlocking their account. Once the account is unlocked, they can try using the TurboPass link again.

      Customer's Data Unavailable

      The institution that was connected has communicated back to our system that the data requested to generate a TurboPass report was unavailable. Please make sure the consumer has all their account information set up within their account. It is also best practices to have the consumer try connecting the account again preferably on a desktop. If the issue persists, please call our support team at (855)667-8477 EXT 3.

      MFA Not Supported 

      This error typically occurs when a consumer's MFA (Two-Step Authentication) settings are not enabled or, less commonly, our system does not currently support the type of MFA process used by the institution. Encourage the customer to check their MFA settings within their account to ensure everything is activated. If the issue continues, please reach out to our support team at (855) 667-8477 EXT 3 for further assistance.

      Connection Invalidated

      This occurs when a customer has the TurboPass link open for more than 30 minutes. Simply have the customer exit and click the link again to proceed. 

      No Accounts

      After a successful connection with the institution, the institution did not return any accounts that meet our system's criteria. The single known issue for this specific error is if the consumer connects ONLY a credit card account. Send a new invitation to the consumer and make sure they connect a personal/business checking or savings account.