There is a known limitation with Desert Financial Credit Union, Premier Bank - Personal, Rev Federal Credit Union and others which limits available accounts to those where the user is the primary or joint account holder. To access shared accounts or external accounts, ensure you connect using the credentials of a primary or joint owner of the account.
If your customer has finished the TurboPass Invitation process and the Last Status shows "Error", we recommend rebuilding the report 2-3 times to generate the report successfully. You can find instructions on how to rebuild a report in your dashboard HERE
Frost Bank:
Our data aggregators are currently experiencing issues with Frost Bank accounts. There is an issue affecting Frost Bank which causes missing checking accounts, resulting in a false 'No compatible accounts' error. A fix is in progress but currently do not have a time frame for completion.
Citizens Bank:
Our data aggregators are currently experiencing issues connecting with Citizen Bank accounts with the error code: Institution Not Responding. Please attempt to complete the link on a desktop computer through both the Bravo and Alpha banking reports. Unfortunately, we will be unable to generate a report at this time if all attempts fail.
Cash App:
We do not support a connection with Cash App at this time. Try and connect another financial institution or try alternative options for income verification.
TD Bank: (View common issues below)
Missing Days (<90 days on generated report)
There have been instances reported of TD Bank not returning certain amounts of transaction data. While we have provided a fix to this in the past, this issue seems to bypass the fix. It is important to note that since these issues arose, we have still seen TD Bank reports come back with 120 days.
We have been working on this since it arose but cannot provide an estimated fix time/date. Depending on the parties involved, the issue could take an extended amount of time.
Please refer to the fix made several months ago (scroll down to the link under "TD Bank 90 Days") and see if it works. If it doesn't work, please reach out to our support team to add the request to our ongoing investigation.
Not receiving MFA SMS/Email code
If a TD Bank customer is not receiving an SMS/email code to finish the login process, please read the following bullet points.
- Confirm the user's phone number listed in their profile at the bank is correct. They may also want to make sure there is an email address listed for another contact option.
- Have the user try the phone call or email options to receive the code (this is often the easiest option to get connected)
- Some banks don't send the code to VoIP numbers (like Google Voice, WhatsApp, etc.), so confirm that the user is not using one of those and instead used a mobile phone number
If all of the above points have been confirmed and the issue is still not solved. Have the customer try the following:
- Log into customers TD Bank account on desktop
- Go to Account settings and CHANGE the account contact number to a different number/email
- Once the information is changed, send a new TurboPass invitation to the customer and have them go through the process again with access to the other phone number/email they replaced in the account to get the code
- The code should be sent to the other phone/email and a connection should be successful
Account Settings Error Message
"Your account settings are incompatible. Your account cannot be connected because the multi factor authentication method it uses is not currently supported. Please try a different account."
Have your customer follow the steps below to update their MFA (multi-factor authentication) settings:
TD App
1. Login to the TD App for mobile banking
2.Select the slide out menu
3. Open Personal Settings
4. Open Security Settings and turn off the SMS code for every login
Have the customer return to the TurboPass link, and try linking their account again.
Wells Fargo: (View common issues below)
Missing Phone Number (On generated report)
If you have a TurboPass report on a Wells Fargo account that does not have a phone number, please have the customer log in to their account on a desktop, go to 'My Profile', then 'Update Contact Information'. Under the 'Phone numbers' section enter their cell phone number under the 'Work' Phone section as seen below. Also make sure, the 'Preferred Contact Number' is a number that is filled in.
After this has been saved, rebuild the TurboPass report or send the customer another invitation to link their account again. This will successfully return a phone number on the TurboPass report.
Customer's Data Unavailable
Wells Fargo is currently reporting minimal issues with integrations with a select number of accounts. While a connection is most likely successful, there has been some reported errors that display "Customer's Data Unavailable" after the customer has successfuly completed the TurboPass link. Please send new invitation to the customer and have them complete the process on a computer. We also recommend the customer log into their WF account on a desktop and see if there is any action required by the bank to authenticate the account. If all else fails, please send the customer an Alpha report to successfully link their Wells Fargo account. Reach out to our support team with any questions or concerns at support@turbopassusa.com
Language Preferences Message
If your customer is receiving this exact error message, it is because Wells Fargo does not link with our data aggregators servers if the language on the desired account is anything other than English. To connect these Wells Fargo accounts to TurboPass, switch the customers preferred language in his app to English. Once the TurboPass report is generated the customer can switch the account back to the original language. Our development team is currently working on fixing these errors.
Majority Bank
Majority bank is no longer supported by any of our aggregators at the moment. While we investigate the issue, please try to connect another institution or alternative verification.
PNC Bank
This particular institution may experience difficulties connecting directly to TurboPass internal servers. We recommend attempting to rebuild the report (instructions can be found here), using our Alpha report, or considering alternative methods of verification.
PNC Phone Number Not Returning
Unfortunately, PNC Bank does not return phone number data to third parties. If you are trying to verify a customer's phone number using TurboPass, try using the TurboPass Zulu report to connect to your customers cell phone provider.
Spruce
Spruce has indicated some OAuth connection issues on mobile devices. Please send the link to the customer's email and have them connect their Spruce account on a desktop computer.
T-Mobile Cell Phone Bill
T-Mobile is currently experiencing difficulties connecting to our Zulu (Utility) report. Our team is actively working on resolving this issue and aims to have it fixed soon. If you are attempting to verify Residence or Phone Number, consider using our other reports as a viable alternative.
UKG:
UKG has multiple payroll systems. Please ensure the consumer is logging into the correct system. Most commonly UKG Pro customers need to sign into UKG Pro and NOT UKG UltiPro.
Bank of America:
While our connection with Bank of America is generally reliable, there may be instances where errors occur. Fortunately, these issues can usually be resolved by rebuilding the report or sending a new link to the customer and asking them to complete the process again, preferably on a desktop computer.
Chase Bank:
If your customer is having issues connecting their account to Chase Bank, please send another invite to your customer and having them complete the link on a desktop.
Amazon A to Z (Payroll):
There are known issues with connecting this payroll provider that result in a final status message of 'EXIT' or 'Incorrect MFA' after connection. Our engineers are actively working on this issue, however, there is not a clear timeline for a solution. We suggest using the banking report as a verified alternative.
FirstBank (Colorado):
FirstBank (Colorado) is currently experiencing difficulties in establishing connections with any third-party platforms. As a result, TurboPass is unable to connect with FirstBank (Colorado). We apologize for the inconvenience caused and suggest exploring alternative methods of verification.
Space Coast Credit Union:
Space Coast Credit Union is currently experiencing difficulties in establishing connections with any third-party platforms. As a result, TurboPass is unable to connect with Space Coast Credit Union. We apologize for the inconvenience caused and suggest exploring alternative methods of verification.
US Bank Focus Card:
This pre-paid card from US Bank is currently experiencing difficulties in establishing connections with our aggregators. As a result, TurboPass is unable to connect with US Bank Focus Card. We apologize for the inconvenience caused and suggest exploring alternative methods of verification.
Seis:
Seis has a history of experiencing frequent fluctuations in its connection rate. When a connection is established, it has been observed that Seis does not provide account details such as the address and phone number. Our team is currently investigating this issue, but we do not have an estimated time for a resolution.
DoorDash and Uber/Uber Pro Card:
For the best connectivity, we recommend connecting DoorDash and Uber with the TurboPass PayStub report. This applies even if you have an Uber Pro Card. Connecting to Uber through the Paystub report has consistently shown the highest level of connectivity.
Sutton Bank:
Sutton Bank is not currently connecting with the Bravo report at this time. Try connecting with Sutton bank through our Alpha report. Alpha reports are only available for customers with access to the TurboPass dashboard. If you do not have access to the TurboPass dashboard, call our sales team at (855)667-8477
Security Service Federal Credit Union (SSFCU):
SSFCU is not currently connecting with the Bravo report at this time. Try connecting with through our Alpha report. Alpha reports are only available for customers with access to the TurboPass dashboard. If you do not have access to the TurboPass dashboard, call our sales team at (855)667-8477
Square (Squareup.com):
Square is currently experiencing connectivity issues with the Bravo and Alpha report. If a report is successfully generated, it has been observed that Square only provides transaction data for a maximum of 30 days. Our team is currently investigating the issue.
BMO Harris:
BMO Harris Bank cannot be connected directly to TurboPass internal servers at this time. We recommend trying to connect with another financial institution or exploring alternative verification options.
No Compatible Accounts:
If a consumer encounters the following message, it indicates that they have attempted to connect ONLY a credit card. To proceed successfully, the consumer must connect at least one checking or savings account.
Union Savings Bank (Unionsavings.com):
When connecting with a Union Savings Bank account, make sure to do the following:
Select 'Union Savings Bank (Personal Banking)
Then click the 'Union Savings Bank (Personal Banking - Personal)' regardless of if your customer has a personal or business account.
Then proceed with logging in.
Don't see an institution having issues? Submit a ticket and fill out this form
If your customer is experiencing difficulties logging in to their institution, it is important to verify that their login credentials are correct. To do this, you can visit the institution's website or use their mobile app and ask the customer to log in to their account using the same credentials they used for the TurboPass invitation. It is also important to note that they should not use Face ID or thumbprint login methods. Additionally, it is worth mentioning that some banks available for connection with TurboPass may have similar names. To ensure that you have selected the correct institution, you can check the website domain provided under the institution on the TurboPass 'Search Institution' screen. It is advisable to have your customer confirm the correct institution to avoid any confusion.Other Tips and Tricks