Transactions are not importing from a bank connection

Wave partners with Plaid, a specialist provider of secure bank data connections, to import your transactions. Sometimes, Plaid may not be able to maintain a connection with your bank. When this happens, you’ll see an error message on your Connected Accounts page and receive an email stating why this happened.

There are a few reasons why connections break, but usually your bank has made a change, and Plaid must make an update to restore the connection.

Common reasons your transactions can’t import

What you can do to import transactions again

Common reasons your transactions can’t import

Your bank’s website is down due to technical difficulties or maintenance

When a bank’s website has technical issues, Plaid may not be able to import your transactions. You may see an error message on your bank’s website, however, a function of the website could break and this may not be visible.

In these cases, Plaid has to wait until your bank resolves any issues before transactions can import again.

Your bank made updates to its security

Your bank may have changed its security processes, blocking third parties like Plaid from accessing transactions. In instances like this, Plaid has to update its systems to comply with these new processes.

You started using a new multi-factor authentication (MFA) for your online banking

MFA is a security measure that prompts you to verify your identity in addition to your username and password. For example, by entering a verification code.

Plaid generally supports the use of MFA, but certain types of MFA are not supported. If you start using an unsupported MFA method, Plaid can no longer import your transactions.

You have a notification on your bank’s website

Your bank might notify you of changes to your account on their website. These notifications can block Plaid from importing your transactions.

Your bank is no longer supported by Plaid

In rare cases, a previously supported bank may no longer be supported. Reasons for this include:

• Your bank decided to prevent all third parties from accessing its data
• Your bank made a fundamental change to its systems, making it too difficult for Plaid to access transaction data

Plaid will try to resolve any issues by working directly with the bank, but a resolution isn’t guaranteed. Your transactions will only begin importing again if Plaid can support your bank again.

These situations take different amounts of time to resolve because the causes vary widely. Wave cannot provide estimated resolution times or updates.

You have multiple security answers

Your bank may ask for memorable data, like a security question, in addition to a password, when you log in. You might need to connect to your bank multiple times through Wave before Plaid's systems know all of your memorable data, and can continue connecting successfully.

Your login credentials are incorrect

You may have entered your username and password incorrectly. This can prevent Plaid from importing transactions from your bank account.

You updated your bank username

If you update your username in your online banking portal, your bank connection in Wave will stop auto-importing transactions.

What you can do to import transactions again

• If you see a Reconnect button on your Connected Accounts page, click the button and re-authorize your connection.
• If your bank's website is down or they made updates to their security, wait for your bank or Plaid to update.
• If you have a notification on your bank's website, acknowledge or clear the notification. Once cleared, Plaid can resume transaction imports.
• If you start using a new multi-factor authentication (MFA) method, you can try to turn it off if you are comfortable with lower account security, or use a different method.
• If you see an incorrect credentials error, check that they are correct by logging in to your online banking, and confirm you have selected the correct financial institution to connect to.
• If your bank is no longer supported by Plaid, turn off transaction imports and upload your transactions manually.
• If you have multiple security answers, reconnect to your bank each time you're asked.
• If you updated your bank username, delete your bank connection and connect to it again using your updated username.
• For any other issues, wait for the issue to be resolved and for transactions to resume importing.

To upload transactions manually, upload a bank statement or use Wave Connect. If you decide to upload transactions with a bank statement or Wave Connect, first temporarily turn off your transaction imports under Banking > Connected accounts.

If you follow the relevant steps to fix your connection and they don't resolve the issue, it means there is another issue with Plaid’s connection to your bank that they need to resolve.