Although this issue may be caused by any number of reasons, the most common cases are found below. Otherwise, please contact us at firstname.lastname@example.org. and we will do our best to fix the issues as soon as possible.
“End-user action required at the third-party site”
This error message means that you need to login to your account directly at the institution’s website and follow the instructions given. Typically, this message means that there is an unexpected notice for you to acknowledge on the website. A common example of this would be having to accept new terms or conditions or to participate in a program like e-statements.
*Sometimes you will have to change your account language to English to solve the issue.
“Whoops! The credentials you entered seem to be incorrect. Please try again”
Write down the credentials you use to access your online banking account. Copy and paste the credentials to login to the institution's website (you can tap "Forgot you login?" button in the app). Once the login is successful, use the same to connect your account to PocketGuard.
“Incorrect answer to multi-factor authentication (MFA) challenge question"
It looks like your account didn't connect due to incorrect answer to multi-factor authentication (MFA). Banks usually require that for security reasons. The example of the MFA might be a security question, SMS verification code etc.
Please make sure that your credentials for this bank account are correct by signing in to the account on the site of your bank. After that please click the "Let's go" button and try to connect the account in the PocketGuard app again. Please make sure your answer to the MFA is correct.
“The characters PIPE \"|\" and TILDE \"~\" and LESS_THAN \"<\" and CARET \"^\" are not supported in login credentials. Please update your login details and try again”
Please login to your account directly at the institution's website and change your password to remove the unsupported character. Then retry the failed operation with the new password.