Catch securely links to your bank through our partner, Plaid. Here are the most common reasons you may be having trouble connecting your bank account in Catch:
If you're experiencing issues linking your bank account or your bank link is frequently disconnecting, please see below for troubleshooting tips.
If you received a notification from Catch that your bank has disconnected but you're having trouble reconnecting it, you may need to completely re-set your bank link instead of reconnecting the existing link. On the bank link page in your profile, please delete the current bank link then re-enter your credentials to completely re-link your bank account.
Your bank login information is incorrect
Double check to make sure you're entering the correct login credentials (such as username and password) associated with your bank account. Try navigating to your bank's online portal and make sure you can log in there first before trying to re-attempt the connection in Catch.
Keep in mind, any time you change this information with your bank, you will also need to change it with Catch.
Your bank requires multi-factor authentication (MFA) or has updated their authentication requirements
If you or your bank begin requiring multi-factor authentication (or you have updated your MFA settings), you'll need to complete the entire security flow in Catch.
Your bank may require you to answer all of your bank's security questions within Catch before you're able to connect. To do this, you'll need to complete multiple steps. First, try linking your bank account in Catch again. Then, answer the security question (or code) showed to you. Repeat this process until you have successfully answered all of the security questions you have set up through your bank.
If you're having trouble connecting your bank account in Catch, try navigating to your bank's online portal and log into your account there. Then, return to Catch to try linking your account through those multiple steps until you've completed all your bank's authentication requirements.
Your bank's connection is down
Sometimes banks experience connectivity issues with our partner, Plaid. When this occurs you will not be able to connect your account to Catch. Unfortunately, you will likely need to wait for the connection to resume (timelines for this vary—from hours to days or weeks, in extreme circumstances). We recommend you try connecting your bank account over the course of a fews days. If this issue persists past a few days and/or you need to access your funds ASAP, please reach out to our support team at firstname.lastname@example.org.
Your bank is not supported
If you do not see your bank listed in the drop-down menu when you are trying to connect your bank account, this means your bank is not currently supported by Plaid. Please feel free to chat our support team directly. Let us know the name of your financial institution so that we can look into getting your bank supported.
Note: if you bank with Capital One—please be advised there are ongoing issues due to their restriction on third parties from accessing customer data. Because of this, most Capital One accounts are currently unable to be connected. UPDATE: We're happy to report this is expected to be resolved by May 2021.
Your bank is located outside of the United States
At this time we are only able to connect to banks that are located within the United States.