Connect with thousands of U.S. financial institutions securely through Branch's trusted third-party tool, Plaid. If you're experiencing difficulties linking your external bank within our app using Plaid, please refer to the error prompts and suggested solutions below:
Invalid Credentials
Your institution does not recognize your username or password as correct. Please ensure that your credentials are functioning properly by logging in directly to your institution's online portal. If your credentials are working fine, try re-entering them in the Branch app
New Username
If your username has recently changed, you need to add your account again with your updated username.
Your account settings are incompatible
The Multi-Factor Authentication method used by your institution to verify your identity is not compatible with Branch. We recommend visiting your institution's website and adjusting your security settings to include security questions instead of receiving another one-time code.
Updated bank account online settings
Financial institutions occasionally update their protocols for accessing online accounts. If this happens, it's best to contact your bank for further troubleshooting.
Log in at your institution's website and follow their instructions
Certain institutions may require you to log in through their main website to complete additional security steps or verify your attempt to add your account to Branch.
Incorrect answer to a security question
If you have answered the security questions for your account incorrectly, you will encounter this error. In such cases, we recommend reaching out to your bank for further assistance.
Online bank credentials not created
If you encounter this issue, we advise contacting your bank for further troubleshooting.
Important to Note:
- If the issue persists despite following these steps, Plaid might be unable to establish a connection with your institution at the moment. Typically, account connection errors are resolved by the account aggregators and banks within a few hours to a day. We suggest waiting for an appropriate time interval and attempting to connect to your institution again.
- This is not an available feature for Essential accounts. For more information, please see: What can I do with an Essential account?
Related Article:
Branch is not a bank. Banking services are provided by Lead Bank, Member FDIC and Evolve Bank & Trust, Member FDIC, which are Branch’s bank partners. The name of the bank partner for your account is listed on the back of your debit card and can also be found in the Branch App under “Your Account Information”. FDIC insurance only applies to eligible accounts should the bank holding your funds fail. Branch Mastercard Debit Cards are issued by Evolve Bank & Trust or Lead Bank, Member FDIC, as applicable, pursuant to a license from Mastercard and may be used everywhere Mastercard debit cards are accepted.