Account Linking FAQs
NewRetirement partners with Plaid to connect to thousands of U.S. financial institutions. If you’re having trouble connecting to your bank through NewRetirement, please review the linking errors and remedies listed below. We recognize that account linking issues are frustrating for our users and will work hard to help you resolve them where possible.
Many account connection errors usually get resolved by the account aggregators and financial institutions within several hours to a day. If you have gone through the troubleshooting methods below and still can’t connect, the first recommendation is typically to wait and attempt to connect to your institution again after 6-24 hours.
Our FAQ page is organized in two areas: general account linking issues and institution-specific details.
General Account Linking Issues
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 NewRetirement planner. If you're still experiencing problems, please reach out to us via Intercom.
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 NewRetirement. 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.
For security reasons, our account aggregator requires accounts with new usernames to be added as new accounts (as opposed to updating credentials).
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 NewRetirement account.
Please log in to your institution's website and follow their instructions, then try to link your account 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 NewRetirement. 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 us via Intercom.
Incorrect answer to a security question
You will see this error if you have answered the security questions for your account incorrectly.
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 NewRetirement.
Your bank is not yet supported by Plaid. You may still add your account manually.
(Updated August 3, 2020) Our account linking partner Plaid is currently working with Vanguard to resolve ongoing institution connectivity issues. Unfortunately, this is estimated to last another 2-3 weeks. We recognize that this is a serious inconvenience and have relayed our concerns to Plaid. They are working hard to resolve this issue and we will update this page as we learn more.
(Updated July 31, 2020) We have heard from several users that they have experienced trouble connecting their Fidelity accounts, especially if multi-factor authentication (MFA) is enabled. Please follow these steps to troubleshoot:
If you receive a message stating that Plaid can’t connect to the Fidelity institution, please wait 3 hours and try to connect again. This means it is an institution-wide outage and unrelated to anything you specifically have enabled or the credentials you have input.
If you attempted to connect to the primary Fidelity site (www.fidelity.com) and received an error message about multi-factor authentication, please try to connect on Plaid via the NetBenefits site (nb.fidelity.com). We’ve had several users have success via NetBenefits, even when it’s not obvious from Fidelity that they actually have a NetBenefits account.
If you are still experiencing issues and the error message is related to multi-factor authentication, if you are comfortable switching to a security method based on asking security questions rather than send a code, then make that change and try again. We do recognize this is a sensitive issue for many users and understand if you do not want to change your security settings.
If you continue to experience issues after going through the previous steps, contact us via Intercom.
(Updated July 20, 2020) We alerted Plaid to issues users had connected to Yieldstreet. Their engineering team discovered recent issues with their connection to this institution, and have informed us they will re-build this connection in late 2020. In the meantime, unfortunately, the Yieldstreet connection is temporarily unavailable.