Member Statuses Overview

  • Updated

Here are some common member statuses that you will encounter, what they mean, what to do about them, and the information we will need to troubleshoot:

Member Status Description and Resolution

Challenged

The connection is currently waiting for the use to complete a Multifactor Authentication (MFA) challenge. This is not an error and will run into an expired status if the user fails to complete MFA. Do not escalate this status.

Degraded

If there are multiple attempts to aggregate a user's data that have failed they will get a connection status message of Degraded. This could be due to website maintenance or other factors that are preventing account aggregation. 

Delayed

The user will get a connection status message of Delayed if connecting an account is taking longer than usual. This can be due to reasons outside of the financial tools control, such as internet bandwidth, problems at the financial institution website and other factors.

Check back the next day. If the problem persists, submit a support request.

Denied

The credentials are incorrect. If the user can log into the FI site with the same credentials with no issues, escalate to MX and provide:

  • MX Member GUID
  • FI website login URL
  • Credential character lengths (to confirm they match)
  • Options: Screenshot of the landing page of the FI website after successful login to confirm that login was successful, with sensitive information removed.

Expired

The user has not completed MFA in the required time. A refresh is required to trigger MFA to send again. If the user is having issues completing MFA, escalate to MX and provide:

  • MX Member GUID
  • MFA Type (text/call, captcha, etc.)
  • Optional: Attempted MFA API request and its response (remove any sensitive info)

Failed or Halted

The connection has an aggregation issue. Most aggregation issues are temporary and self-resolve after 24 hours. If the user is still getting a failed status after 24 hours, escalate to MX and provide:

  • MX Member GUID
  • An explanation of the issue and any troubleshooting that’s already been done.

Locked

The user needs to go to the FI’s website to solve these statuses. Please ask the user to contact the FI if they need help resolving this. Do not escalate this status.

Prevented

The user's entered credentials have failed connecting three times in a row. The financial tools have locked the account to avoid locking the user out of their account in online banking.

The user must re-enter their username and password to continue updating their data.

 

 

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