Item Errors

• This Item's access is affected by institution-hosted access controls.
• The user did not agree to share, or has revoked, access to the data required for the requested product. Note that for some institutions, the end user may need to specifically opt-in during the OAuth flow to share specific details, such as identity data, or account and routing number information, even if they have already opted in to sharing information about a specific account.
• The user does not have permission to share required information about the account. This can happen at some institutions using OAuth connections if the user is not the account owner (for example, they have a role such as trustee, investment advisor, power of attorney holder, or authorized cardholder).

• Instant Auth could not be used for the Item, and Instant Match has been enabled for your account, but a country other than US is specified in Link's country code initialization.
• The Item does not support Instant Auth or Instant Match. If this is the case, Plaid will automatically attempt to enter a micro-deposit based verification flow.

• Your user abandoned the bank OAuth flow without completing it.

If this error persists, please submit a Support ticket with the following identifiers: access_token, institution_id, and either link_session_id or request_id.

Your user will be redirected to the Credentials pane to retry entering correct credentials.

• The user entered incorrect credentials at their selected institution.
  • Extra spaces, capitalization, and punctuation errors are common causes of INVALID_CREDENTIALS.
• The institution requires special configuration steps before the user can link their account with Plaid. KeyBank, Interactive Brokers, and Betterment are examples of institutions that require this setup.
• The user selected the wrong institution.
  • Plaid supports institutions that have multiple login portals for the various products they offer, and it is common for users to confuse a different selection for the one which their credentials would actually be accepted.
  • This confusion is particularly common between Vanguard (brokerage accounts) and My Vanguard Plan (retirement accounts). This is also common for users attempting to link prepaid stored-value cards, as many institutions have separate login portals specifically for those cards.

Note: The Institution may lock a user out of their account after 3-5 repeated attempts, resulting in an ITEM_LOCKED error.

If the credentials are confirmed to be legitimate, and a user still cannot authenticate, please submit an 'Invalid credentials errors' Support ticket with the following identifiers: access_token, institution_id, and either link_session_id or request_id.

Your user will be redirected to the MFA pane to retry entering the correct value.

• The user entered an incorrect answer for the security question presented by the selected institution.
• The user selected an MFA device that is not active.
• The institution failed to send the one-time code for the user's selected device.

If the user still cannot log in despite providing correct information, or if they cannot receive an MFA token despite having the correct device, please submit a 'Invalid credentials errors' Support ticket with the following identifiers: institution_id, and either link_session_id or request_id.

Your user will be shown an error message indicating that an internal error occurred and will be prompted to close Link.

• The institution is experiencing login issues.
• The integration between Plaid and the financial institution is experiencing errors.

If the error persists, submit a 'Multi-factor authentication issues' Support ticket with the following identifiers: institution_id and either link_session_id or request_id.

Your user will be redirected to the phone number input pane to retry submitting a valid phone number.

• The user entered an invalid phone number. Only US and CA phone numbers are accepted for the returning user experience.

Your user will be redirected to the OTP input pane to retry submitting a valid OTP.

• The user entered an invalid OTP.

Your user will be directed to enter a different username.

• While linking an account in update mode, the user provided a username that doesn't match the original username provided when they originally linked the account.

• An Item was deleted via /item/remove while a request for its data was in process.

Your user will be directed to a new window with the institution's homepage to unlock their account. Link will then display the Institution Select pane for the user to connect a different account.

• The user entered their credentials incorrectly after more than 3-5 attempts, triggering the institution’s fraud protection systems and locking the user’s account.

If the user is persistently locked out of their institution, submit an 'Invalid credentials errors' Support ticket with the following identifiers: access_token, institution_id, and either link_session_id or request_id.

• The institution does not use an OAuth-based connection and the user changed their password.
• The institution does not use an OAuth-based connection and the user changed their multi-factor settings, or their multi-factor authentication has expired.
• The institution has undergone a migration from a non-OAuth-based connection to an OAuth-based connection.
• The institution uses an OAuth-based connection and the user's access-consent is no longer valid, either because it has expired, or because the user revoked access.
• The institution uses an OAuth-based connection that does not allow duplicate Items, but the user connected a duplicate Item to the same application.

If the error is legitimate, having the user authenticate again should generally return their Item to a healthy state without further intervention.

If this error persists, please submit a Support ticket with the following identifiers: access_token, institution_id, and either link_session_id or request_id.

• Item was previously removed via /item/remove.
• The user has depermissioned or deleted their Item via my.plaid.com.
• Plaid support has deleted the Item in response to a data deletion request from the user.

Your user will be redirected to the Institution Select pane to connect a different account.

• Plaid does not currently support the types of accounts for the the connected Item, due to restrictions in place at the selected institution.
• Plaid does not currently support the specific type of multi-factor authentication in place at the selected institution.
• The credentials provided are for a 'guest' account or other account type with limited account access.
• A processor partner token is being created or used, but the country, products, or account types associated with the Item are not supported by the processor partner.

If the error persists and none of the common causes above seem to apply, contact Support.

Your user will be redirected to the Institution Select pane to connect a different account.

• Plaid does not currently support the specific type of multi-factor authentication in place at the selected institution.
• The user's multi-factor authentication setting is configured not to remember trusted devices and instead to present a multi-factor challenge on every login attempt. This prevents Plaid from refreshing data asynchronously, which many products (especially Transactions) require.

If user's settings are not configured to present a multi-factor challenge on every login attempt but this error is still appearing, submit a 'Multi-factor authentication issues' Support ticket with the following identifiers: institution_id and either link_session_id or request_id.

Your user will be redirected to the Institution Select pane to connect a different account.

• The user successfully logged into their account, but Plaid was unable to retrieve any open, active, or eligible accounts in the connected Item.
• The user closed their account.
• The user revoked access to the account.
• The account experienced account churn, which happens when Plaid can no longer recognize an account as the same one that the user granted you access to. When this happens, your permissions to the account may be revoked.
• There is a problem with Plaid's connection to the user's financial institution.

If this error persists and the user does have accounts at the institution that you should be able to access, please submit a Support ticket with the following identifiers: access_token, institution_id, and either link_session_id or request_id.

• /auth/get was called on an Item with no accounts that can support Auth, or accounts that do support Auth were filtered out. Only debitable checking and savings accounts can be used with Auth.
• Plaid's ability to retrieve Auth data from the institution has been temporarily disrupted.
• The end user is connecting to an institution that uses OAuth-based flows but did not grant permission in the OAuth flow for the institution to share details for any debitable checking and savings accounts. Note that for some institutions, the end user may need to specifically opt-in during the OAuth flow to share account and routing number information even if they have already opted in to sharing information about their checking or savings account.
• The end user revoked access to the account.
• The account experienced account churn, which happens when Plaid can no longer recognize an account as the same one that the user granted you access to. When this happens, your permissions to the account may be revoked.

If the problem persists even though the end user has confirmed that they have a debitable checking or savings account at the institution, open a support ticket.

• Link was initialized with the Investments product, but the user attempted to link an account with no investment accounts.
• The /investments/holdings/get or /investments/transactions/get endpoint was called, but there are no investment accounts associated with the Item.
• The end user is connecting to an institution that uses OAuth-based flows but did not grant permission in the OAuth flow for the institution to share details for any investment accounts.

If the problem persists, Plaid may be erroneously categorizing the account. If this is the case, open a support ticket.

• The /investments/holdings/get or /investments/transactions/get endpoint was called, but there are no investment accounts associated with the Item.
• The end user is connecting to an institution that uses OAuth-based flows but did not grant permission in the OAuth flow for the institution to share details for any investment accounts.

If the problem persists, Plaid may be erroneously categorizing the account. If this is the case, open a support ticket.

• The /liabilities/get endpoint was called, but there are no supported liability accounts associated with the Item.
• The end user is connecting to an institution that uses OAuth-based flows but did not grant permission in the OAuth flow for the institution to share details for any liabilities accounts.

If the problem persists, Plaid may be erroneously categorizing the account. If this is the case, open a support ticket.

• The institution is blocking access because the user needs to reset their password.

Ask that the user log in to the bank, and confirm whether they are presented with a message to reset their password. If they are, they should follow the instructions to reset their password. Once the password is reset, they should attempt to link their account again.

• You requested a product that was not enabled for the current access token. Ensure it is included when when calling /link/token/create and create the Item again.

• /transactions/get was called before the first 30 days of transactions data could be extracted. This typically happens if the endpoint was called within a few seconds of linking the Item. It will also happen if /transactions/get was called for the first time on an Item that was not initialized with transactions in the /link/token/create call. Note that this error does not occur when using /transactions/sync; if called too early, /transactions/sync will simply fail to return any transactions.
• Occasionally, this error can occur upon calling /transactions/get if Plaid's attempt to extract transactions for the Item has failed, due to a connectivity error with the financial institution, and Plaid has never successfully extracted transactions for the Item in the past. If this happens, Plaid will continue to retry the extraction at least once a day.
• /signal/evaluate was called for the first time on a new Item before any balance data could be extracted for the Item. When called, /signal/evaluate will return a PRODUCT_NOT_READY error if cached balance data does not exist and new balance data could not be obtained after 15 seconds. For some customers who participated in the early phases of the Signal beta, /signal/evaluate will return PRODUCT_NOT_READY immediately if cached balance data is not available when /signal/evaluate is called.
• /auth/get was called on an Item that hasn't been verified, which is possible when using micro-deposit based verification.
• /investments/transactions/get was called before the investments data could be extracted. This typically happens when the endpoint is called with the option for async_update set to true, and called again within a few seconds of linking the Item. It will also happen if /investments/transactions/get (with async_update set to true) was called for the first time on an Item that was not initialized with investments in the /link/token/create call.

• A product endpoint request was made for an Item that does not support that product. This can happen when trying to call a product endpoint on an Item if the product was not included in either the products or optional_products arrays when calling /link/token/create.
• A product endpoint request was made for an Item at an OAuth-based institution, but the end user did not authorize the Item for the specific product, or has revoked Plaid's access to the product. Note that for some institutions, the end user may need to specifically opt-in during the OAuth flow to share specific details, such as identity data, or account and routing number information, even if they have already opted in to sharing information about a specific account. (This usage is deprecated; see also ACCESS_NOT_GRANTED.)
• Updated accounts have been requested for an Item initialized with the Assets product, which does not support adding or updating accounts after the initial Link.
• You are attempting to call /signal/evaluate on a non-US financial institution.
• You are attempting to call /accounts/balance/get on a manually linked item (Database Insights, Database Match, Instant Micro-deposits, Same Day Micro-deposits).
• You are attempting to call /transactions/refresh on a Capital One Item that contains only credit cards or other non-depository products. Capital One does not support the /transactions/refresh endpoint for non-depository products.
• You are attempting to call /identity/match on an Item that was manually linked (using Database Insights, Database Match, Instant Micro-deposits, or Same Day Micro-deposits) that has not been seen on the Plaid network before.

Your user will be directed to a new window with the institution's homepage to unlock their account. Link will then display the Institution Select pane for the user to connect a different account.

• The institution requires special configuration steps before the user can link their account with Plaid. KeyBank and Betterment are two examples of institutions that require this setup.
• The user’s account is not fully set up at their institution.
• The institution is blocking access due to an administrative task that requires completion. This error can arise for a number of reasons, the most common being:
  • The user must agree to updated terms and conditions.
  • The user must reset their password.
  • The user must enter additional account information.

Ask that the user log in to the bank, and confirm whether they are presented with some form of agreement page, modal, or some other actionable task. The user should also check their bank website for special settings to allow access for third-party apps, such as a "third party application password" or "allow third party access" setting.

This can usually be done completely online, but there are some financial institutions that require the user to call a phone number, or access a physical branch.

If the user is still unable to log in to their institution, please submit a 'Invalid credentials errors' Support ticket with the following identifiers: access_token, institution_id, and either link_session_id or request_id.

• Your user did not complete the account selection flow within five minutes.