Troubleshooting

  • What browser should I use?

    If you are accessing the financial tools with an older browser, the tools might not work well. You may see square bubbles instead of round, or the tools may not ...

  • Trouble adding a new connection (account)

    If you are unable to add a new account (also called connection) and get a status message of Account is Locked or Connection Maintenance, continue reading to lear...

  • Trouble finding a connection

    When you are adding an account and you can't find your bank on the list, need to add an investment account, or are getting notifications that the tool couldn't f...

  • Error on a connected account

    If you are receiving notifications that your account isn't updating, or if you are unable to see recent transactions, or you are getting an error message on your...

  • Missing an account

    If you are missing an account from an institution you connected, sometimes these issues will resolve themselves. It can take up to a week for some accounts to ap...

  • Closed accounts

    When you connect a financial institution, the Accounts tool gathers all of the account data that it can. This may include accounts that have been closed and are ...

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  • Member Connection Statuses Overview

    The connection_status indicates the state of a member's aggregation, meaning the state of a user connecting to a particular institution. Here are some common mem...

  • Status: Locked

    If you are seeing a connection status message of LOCKED, your account has been locked by your financial institution. Your account will lock if you have entered ...

  • Status: Prevented

    If the credentials you've entered failed to connect three times in a row, you will get a connection status message of PREVENTED. The financial tools have locked ...

  • Status: Disabled

    If aggregation has been momentarily paused but the account is still connected, you will get a connection status message of DISABLED. This means updates for the i...

  • Status: Expired

    When the MFA answer is not provided within the time allotted by the financial institution you will get a connection status message of EXPIRED. The timeout period...

  • Status: Denied

    If the credentials entered are invalid or incorrect, you will get a connection status message of DENIED. Please update your credentials and try again.  Resolutio...

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  • Submitting a Ticket Best Practices

    In this document, you will find tips to help decrease the amount of troubleshooting time when opening new support tickets. Information to Prevent Delays in Troub...

  • Submit a ticket to MX support

    Having trouble finding the answer you are looking for in the help center? We've got you covered!  Submit a ticket at moneydesktop.zendesk.com. But first, watch ...