When you connect your bank account, Payscore securely pulls income data to complete your verification. Sometimes, banks return errors that prevent the connection from finishing.
Below is a list of the most common bank connection errors, what they mean, and how you can resolve them.
Incorrect username or password
What this means
The login credentials you entered don’t match what your bank has on file.
What to do
Double-check your username and password
Make sure you’re using your online banking credentials
Try logging into your bank’s website directly to confirm they work
Incorrect security code or answers
What this means
The security code, MFA code, or security question answer you entered was incorrect, or the session expired.
What to do
Re-enter the code carefully
Make sure the code hasn’t expired
If prompted, restart the connection and try again
Additional authentication required
What this means
Your bank needs extra verification steps that couldn’t be completed automatically.
What to do
Log in to your bank’s website (not the mobile app)
Make sure you can successfully login and complete any pending security steps
Return to Payscore and try again
Account locked
What this means
Your bank has temporarily locked your account due to security rules.
What to do
Login to your online banking (not mobile app) and make sure you can sign in successfully
Once unlocked, return to Payscore and retry the connection
Your bank requires action from you
What this means
Your bank needs you to complete an action (such as accepting new terms or confirming activity) before data can be shared.
What to do
Log in to your bank’s website
Complete any required prompts or notifications
Retry the connection afterward
Connection timed out
What this means
The bank took too long to respond while we were collecting your data.
What to do
Check your internet connection
Try again using a stable connection
If possible, use a laptop or desktop instead of a mobile device
Low transaction data returned
What this means
We were only able to retrieve a small amount of income data from the bank.
Why this can happen
The account is new
The bank limits historical data
We are unable to pull a significant portion of transactions
What to do
Try connecting another personal bank account, if available
Continue with payroll verification if offered
Contact support if you’re unsure how to proceed
No valid accounts found
What this means
The bank login was successful, but no eligible personal accounts were found.
Why this can happen
The login only contains credit or closed accounts
The login only contains accounts without transaction history
What to do
Try a different bank login
Contact support if you believe this is incorrect
Business accounts detected
What this means
All accounts found under this login appear to be business accounts, which might not be allowed depending on your property management company's configuration
What to do
Connect a personal bank account instead
If you’re unsure which account to use, contact support
Accounts already added
What this means
All accounts associated with this bank login have already been connected by either you or a co-applicant.
What to do
No action is needed if your verification is complete
If you’re still having issues, contact support
Connection cancelled by support
What this means
Our support team cancelled the attempt while helping troubleshoot an issue.
What to do
Follow the guidance provided by support
Retry the connection if instructed
Unexpected error
What this means
A technical issue occurred while connecting or removing a bank account.
What to do
Try again after a few minutes
If the error persists, contact support so we can investigate
Still having trouble? We can help
If you’re unable to connect your bank after trying the steps above, our support team can help.
If you’re in the verification flow, click the live chat button in the bottom-right corner
If you’re already speaking with us via email, simply reply to the same message to be connected to a support agent
Depending on your situation, you may also be able to:
Connect a different bank
Use payroll verification, if available
Proceed with document verification, based on configuration