Troubleshooting by Financial Institution

We've listed banks that we know have some additional steps in their connection process. We're always working on updating and sourcing this information. 

Alliant Credit Union

• Alliant Credit Union's online banking portal goes offline every night which means your balance may not be updated in the morning. If this is the case, please check again later in the day.  

Ally Bank

• If you're not receiving your one-time passcode, you need to opt-in directly through Ally Bank. You can do this in the mobile app, or on the web by going to Alerts > Security. Please contact Ally Bank directly if it is enabled and you are not receiving a passcode. 
  
  
• Ally Bank no longer accepts the special character “&” in passwords. If your password contains this character, you'll need to take it out in order to connect.

American Express Credit Card & Personal Savings

• Our providers are currently experiencing widespread connection issues with American Express as they transition to a new integration. 
• If you have a joint account, link to the primary cardholder. 

Amazon Credit Card

• There is a long-term connection issue for Amazon cards. You may not be able to connect but rest assured our providers are working to resolve this issue. 

Bank of America

• Bank of America requires your username and password be between 8 and 20 characters long. If you're running into credential issues, make sure your username and password adhere to these parameters. 

Bank of Montreal

• Plaid is experiencing ongoing issues with their BMO integration due to updates BMO has performed. Due to this issue, there may be frequent disconnections if you are even able to connect at all. 
  
• Plaid is working to resolve this integration issue but have not provided an timeline for resolution. 

Betterment

• To connect to Betterment you will need to setup an App Password. 

 How to Set Up an App Password   

1. Log in to your Betterment account.
   
2. Access your settings page.
   
3. Click Security in the tabs on the page.
   
4. Click generate a new app password.
   
5. Follow the security instructions, naming the app password, and copying the password it generates.
   
6. Return to Sequence, using this password with your username to log on.

Charles Schwab US

• If you have accounts from TD Ameritrade ↗️:
  
  • Once those accounts are officially under your Charles Schwab login, you'll need to remove your Schwab connection and re-add it in order to grant access to those new accounts.
• To connect accounts, you will need to have Third-Party Access enabled on your Schwab accounts. To enable access, follow the steps below or visit the Schwab video walkthrough HERE:

  1. Sign in to your Charles Schwab account on their website.
  2. Click the profile options icon in the upper-right and select Security Settings.
  3. Under Third-Party Access, choose Enable Third-Party Access and follow the prompts.
  4. Click Save.
  5. Go back into Sequence and try to add your accounts again.

Citibank

• If you're unable to reauthorize your connection:
  
  • Please update to the latest version of the Citi mobile app.
    
  • If you are trying to log in using biometrics, please try logging into Citi by typing in your username and password instead.
• Due to how the Citibank integration interacts Plaid, users can have only one active account per third party application at a time for a given Schwab online banking login. Meaning, Citibank will only allow the same login credentials to have one connection at any given time. 

E*Trade

• At this time, Plaid does not support E*Trade's Security ID authentication method. 
• We have seen improved connectivity when choosing to connect via Finicity. However, connections may be inconsistent since E*Trade does not support app-specific passwords like other services do. 

Fidelity

• Fidelity blocks updates and new connections from 9am-5pm EST.
• If MFA is turned on, connections will be blocked. 

Global Credit Union

• Due to a recent merger, if you are still connected to Alaska USA, you can unlink the account and reconnect to Global Credit Union. 

KeyBank

• In order to connect, KeyBank requires you to enable third party access in your banking portal. If you're not sure if this is already enabled, log into your KeyBank account and go to User Profile. Under Password and Security, click to enable third party access.
  
  

Navy Federal Credit Union 

• Plaid is currently experiencing access issues with Navy Federal Credit Union (NFCU) connections. A short-term solution was implemented, however there may be intermittent issues affecting connections.
• If you are unable to connect, log into NFCU's online portal and clear any notifications from all profiles set up within the account.
• If you haven't already done so, you will also have to set up security questions through NFCU before being able to connect in Sequence.
• Additionally, please be advised that NFCU has new password requirements when connecting accounts to external services, such as Plaid. You will need to ensure your password contains at least 8 characters and doesn’t include any of the following special characters: &*()<>.

PayPal

• If you see a blank Secure Activation Code field, that means you need to register a security key in your PayPal settings.   
• PayPal has limited the ability of third-party data providers to maintain a stable connection. It is expected that users will be required to re-authenticate their login credentials daily. 

PNC

• In order to connect, you'll need to make sure you've enrolled your mobile number with PNC. You can find instructions for how to do that here  . 

SoFi

• SoFi is experiencing widespread connection issues which will cause connection issues if you are able to connect at all. Our connection providers are working hard towards a resolution but we do not have a timeline as of yet. 

TD Bank

• Due to access restrictions, balances may only update every other day. 

Tinker Federal Credit Union

• If you’re having trouble getting connected, try these steps.
  
  • Login to Tinker FCU and check for messages or alerts.
    
  • Try connecting in Sequence again.
    
  • Still no luck? Try updating your security questions.

Tyndall Federal Credit Union

• This connection works best when the account nickname at the credit union makes reference to the account type (checking, savings, credit card, etc.). For example, if a checking account is nicknamed "Personal", please login to Tyndall FCU and rename it "Personal Checking."

UBS Online Services

• If you're having trouble connecting, you'll want to:
  • Login to UBS Online Services ↗️ and go to Profile Settings.
    
  • Enroll for Account Aggregation Services (select Fiserv - AllData by Fiserv and click on the Enroll button to begin the online enrollment process).

US Bank

• U.S. Bank is currently limiting the access of our providers, therefore balances may be slow to update. Please note US Bank uses pending transactions to calculate balances.
  
• Our provider, Plaid, doesn't support US Bank's Money Market accounts.

USAA

• If you are having issues connecting to a joint account, try using the primary account holder's credentials.

Vancity Credit Union

• If you're getting a connection error and are being asked for a "Personal Access Code," try entering your online banking password in that field instead.

Wealthfront

• In order to connect your account, you may need to create and use an app-specific password ↗️ in Wealthfront.

Wells Fargo

• If you're unable to complete the log-in process when redirected to Wells Fargo's website, please try the following:
  
  • Login to Sequence through an Incognito/Private window and/or from a different browser and trying the Wells Fargo connection again.