Item Errors

• 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 and Betterment are two 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.
  • For example: a user may have selected Fidelity instead of Fidelity - NetBenefits. This confusion is particularly common between Fidelity (brokerage accounts) and Fidelity NetBenefits (retirement accounts) and 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 Device pane to reselect their multi-factor authentication device and re-enter their one-time code.

• 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 does not receive a one-time code or still cannot succeed with a current MFA device login, 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 will be redirected to the MFA Questions pane to retry entering the correct answer.

• The user entered an incorrect answer for the security question presented by the selected institution.

If the user still cannot log in despite providing correct answers to their security questions, 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 will be redirected to the MFA Selections pane to retry selecting the correct answers.

• The user provided an incorrect answer to the security question.

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 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.

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.

This error is frequently encountered during a /[product]/get request.

• The user changed their password.
• The user changed their multi-factor authentication device, questions, or answers.
• The institution updated its multi-factor security protocols.
• The Item is associated with Chase Bank, which is requiring a mandatory one-time re-sync for all end-users who have connected their Chase accounts through any 3rd party aggregator. This event is being staggered throughout March 2021 and will only occur once for all such end-users.

If the error is legitimate, having the user authenticate again should 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.

Your user will see the Success pane, prompting them to continue and finish reconnecting their account.

• Link was initialized in Update mode for an Item that is already in a good state and does not need to be updated.

No further action is required – the ITEM_LOGIN_REQUIRED error for the given Item has been resolved, and you can fetch product data again.

• Item was previously removed via /item/remove.
• The user has depermissioned or deleted their Item via my.plaid.com.

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.

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 or active accounts in the connected Item.

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.

• /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.

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.

• /transactions/get was called before the first 30 days of transaction data could be pulled.
• /auth/get was called on an Item that hasn't been verified, which is possible when using micro-deposit based verification.

• A product endpoint request was made for an Item that does not support that product.
• 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.

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.