There could be a number of reasons why the sync function through Plaid is not working properly. First, we'll provide you with a list of possible Error Codes to see if your issue matches. Based on the associated reasons for each code, this will dictate whether action is needed by you, or Savi.
Then below, we'll offer some troubleshooting options to keep your application moving.
ERROR CODE REFERENCE
- INSUFFICIENT_CREDENTIALS You did not provide sufficient authorization in order to link your account
- INVALID_CREDENTIALS The financial institution (your Provider) indicated that the credentials provided were invalid.
- INVALID_MFA The financial institution (your Provider) indicated that the MFA (multi-factor authentication) response(s) provided were invalid.
- INVALID_UPDATED_USERNAME The username provided in update mode via Link did not match the original username for the Item.
- ITEM_LOCKED The financial institution (your Provider) indicated that your account is locked. You will need to work with the institution directly to unlock their account.
- ITEM_LOGIN_REQUIRED The financial institution (your Provider) indicated your password or MFA information has changed. You will need to reauthenticate (at your loan provider's website).
- ITEM_NOT_SUPPORTED Plaid is unable to support your accounts due to restrictions in place at the financial institution.
- TOO_MANY_VERIFICATION_ATTEMPTS You attempted to verify your accounts more than 3 times and your account is now permanently locked. You must retry submitting your account information in Link.
- USER_SETUP_REQUIRED The user must log in directly to the financial institution and take some action (agree to updated terms and conditions, change their password, etc.) before Plaid can access their accounts.
- MFA_NOT_SUPPORTED Returned when the user requires a form of MFA (multi-factor authentication) that Plaid does not support for a given financial institution.
- NO_ACCOUNTS Returned when there are no open accounts associated with your Credentials.
Additional Troubleshooting best practices:
- Try logging into your loan account on the loan servicers website first. Sometimes if you try logging in too many times on the Savi website it can lock you out of your account and not reflect that on the Savi website. It's best to check that there are no actionable items preventing your Loan servicer account from being synced by going to the loan servicers website outside of Savi first.
- Try using a different browser.
- If you're attempting to fill out the Savi website via your phone, it may having trouble connecting due to lack of mobile optimization. Please try using a desktop or laptop to fill out your Savi account.
- Check to see if your loan servicer is doing maintenance on their website. This can cause issues while syncing your loans. If this is the case for you, please wait until the maintenance is complete before attempting to sync your loans again.