Albert partners an account aggregator, Plaid, in order to connect to thousands of U.S. financial institutions. If you’re having trouble connecting to your bank through Albert, please review the linking errors and remedies listed below. If the issue you’re encountering cannot be resolved by taking these steps, Plaid may be currently unable to establish a connection to your institution. We recognize that such issues are frustrating for our users.
Your institution is not recognizing either your username or password as correct. First, please verify that your credentials are working properly by logging in directly to your institution online. If your credentials are working properly, try re-entering them in the Albert app. If you're still experiencing problems, please contact support.
For security reasons, our account aggregator requires accounts with new usernames to be added as new accounts (as opposed to updating credentials). Please contact support for help adding your new login credentials.
We currently do not support Multi-Factor Authentication for this institution, so we were unable to connect.
The type of Multi-Factor Authentication your institution uses to verify your identity is not compatible with Albert. This could be a security question or a code sent to you via text message or email. Try logging into your institution's site and changing your security settings to ask security questions rather than send a code.
Updated bank account online settings
Financial institutions occasionally make changes to their protocols for accessing accounts online. If your bank makes such a change it may no longer be able to connect with our account aggregators, and therefore with your Albert account. However, if this occurs with the bank account linked to your Albert Savings, you can still withdraw funds.
Please log in at your institution's website and follow their instructions, then try to connect your account to Albert again.
Some institutions will require that you log in via their main site to complete extra security steps or verify that you attempted to add your account to Albert. Please log in directly to your institution and complete the steps listed. If after logging in on your bank’s website, you are unable to complete this process, please contact support.
Incorrect answer to a security question
You will see this error if you have answered the security questions for your account incorrectly. If you feel that your answers are correct, please contact support.
For your security, your institution needs to ask you a security question. Please tap update credentials to refresh this account.
Your financial institution may need to verify your security question answers, or there was an error in the initial attempt to connect. In the app, go to Profile (👤) and tap "Connections" to update the credentials for your financial institution account.
Online bank credentials not created
If you have not yet set up online account access with your financial institution, please do so first before attempting to add your bank account to Albert.
Your bank is not yet supported by our account aggregator, Plaid. If you have another financial institution account already linked to your Albert account, you may add your additional account manually.