Troubleshooting: I Can't Link My Account, What Do These Error Messages Mean?
Common Card Linking Error Messages
1. Invalid Credentials
This error most often appears when:
👉 A space was entered after your card number/username
👉 There are current connectivity delays with your bank
👉 Your card has been replaced*
👉 The information you're entering doesn't match your current online banking credentials
👉 Recent changes were made to your login for online banking that are not supported by our service provider
*If your card was replaced:
▶ Fully remove your credential - Profile → 'Linked Cards' → 'Unlink Card'
▶ Add the credential back up - Profile → 'Link a Card'
2. Try connecting a different account
This error most often appears when:
👉 Our API providers are experiencing a temporary network delay with your bank.
👉 Once the issue is resolved you'll be able to link the account with no problems. Try giving it a go in a few days!
3. Not authorized for online use
This error most often appears when:
👉 There is a notice waiting for your response in your online banking portal.
👉 This could be security verification questions, or dismissing new service agreements or promotions. 👉 Once you clear these out, you should be able to link your card to Drop!
4. "There is an issue" or "Invalid"
This error most often appears when:
👉This is usually a result of prolonged inactivity. You will need to completely unlink and relink these credentials again.
Here's how:
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Still need help? Reach out to Customer Support:
Click My Drop in the app (bottom right)
Click the Menu in the top left corner → click Help
You’ll be directed to our Chatbot → follow the prompts, and a ticket will be created