Why can't I add an external account?

If you can’t connect your external bank account using Plaid¹ and need to make a transfer, the best solution in the meantime is to initiate the transfer directly from the external account. You’ll need your Bluevine routing and account numbers, which you’ll find on your Bluevine dashboard under Available balance in Account details.

Plaid supports my bank. Why can't I connect my account? 

If Plaid supports your bank, but you’re unable to connect, please check that you’re entering your bank username and password correctly by signing in to your online banking portal. If you use a password saver or auto-fill, please ensure these programs are correctly entering your sign in credentials. 

What if Plaid doesn’t support my bank?

Plaid currently supports thousands of national banks, regional banks, and credit unions. First, confirm that you’ve entered your bank name correctly. If you’re still unable to find your bank, it may be because Plaid doesn't support it. Reach out to us at banking.support@bluevine.com with the name of your bank, and we’ll request that Plaid work to include it. 

What is multi-factor authentication (MFA) and does Plaid support it?

MFA is a security measure used by many financial institutions to protect your account. The most common MFA method is to send a randomly generated code to your phone or email when you sign in, so that accessing your account requires two steps of credentials for added safety. 

Plaid supports MFA for many banks, however, sometimes banks may update their systems or choose not to be compatible with Plaid. If you have any questions about using MFA with an external account, we encourage you to call your bank and ask about how they work with third-party access tools like Plaid. 

Why haven't I received an MFA code from my bank?

If your bank is compatible with Plaid, you’ll receive a code to your registered device. Please do not request a second code until you're sure the first doesn't work. Each subsequent code invalidates the previous one, making it difficult to know which code is the right one. If you’ve requested multiple codes in a row, be sure to use the most recent one. 

If you have not received the code after five minutes, please follow the steps below. 

If receiving a code via text or call:

1. Verify your phone number is correct and ensure the number can receive texts or calls.
2. Switch airplane mode on and then off to help your phone find the strongest, closest cell tower. 
3. Restart your phone
4. Test your bank's MFA by signing in to your online banking. 
   • If you do not receive a code, then the issue is with the bank. Reach out to your bank to report the issue.
   • If you do receive a code, then the issue is with Plaid. Contact us to investigate the issue. 

If receiving a code via email:

1. Verify the email address is correct. 
2. Check your spam folder or any archive/junk folders. 
3. Test your bank's MFA by signing in to your online banking.
   • If you do not receive a code, then the issue is with the bank. Reach out to your bank to report the issue.

If you do receive a code, then the issue is with Plaid. Contact us to investigate the issue.

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