Why did my bank connection fail?

There are two different things that can go wrong with your bank, and it helps to know which one you're running into.

Your bank won't connect in the first place

This happens during the "Connect Bank" step in the Benefits Portal, before you've ever received a reimbursement. Common reasons this fails:

• Your bank isn't supported by Plaid's standard search -- see My bank isn't listed. What do I do? for how to link manually with your routing and account number instead.
• Your login credentials or two-factor verification with your bank didn't go through -- try reconnecting, and make sure you're using your online banking login, not a debit card PIN.

A reimbursement transfer failed or bounced

This is different -- it means your bank account was already connected, but a specific reimbursement payment didn't go through. See What happens if my reimbursement bank transfer fails or bounces? for what to do next.

Not sure which one applies to you? Reach out to Support and we can look into it together.