Otis partners with Plaid, an account aggregator, in order to connect to thousands of U.S. financial institutions. If you’re having trouble connecting to your bank through the Otis app, please review the common linking errors and remedies listed below. If the issue you are encountering cannot be resolved by taking these steps, you can manually link your bank account by following the steps here.

Invalid credentials

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 Otis app. If you're still experiencing problems, please contact [email protected].

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 Otis.

Multi-Factor Authentication Not Supported

The type of Multi-Factor Authentication your institution uses to verify your identity is not compatible with Otis. 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.

User Not Receiving Multi-Factor Authentication Code

Plaid supports one-time MFA access codes for a select number of institutions. These institutions will send an access code via SMS or email, and these codes must be entered in Plaid Link to complete the authentication process.

If you did not receive the access code, most likely, the contact information their institution has on file is outdated. To resolve this, check the phone number and email on file with your institution and update these details if needed. The other possible reason is that your network provider has not enabled sms shortcodes. To resolve this, reach out to your network provider and enable sms shortcodes or try two-factor authentication via email. Once updated, go through the Plaid flow again. If you're still experiencing problems, please let us know by reaching out to [email protected] with a screenshot of the error.

No Eligible Accounts

If you are receiving this message, it likely means that there is an issue with ACH eligibility for your account with your bank. This is not a Plaid issue. If you have been able to initialize money movement via ACH through this account before, please reach out to your financial institution to troubleshoot further.

Unsupported Bank

This message means that your financial institution is not set up to link with Plaid. We have rolled out a feature in-app version 1.0.10 where users can manually link their bank account. For more information about manually linking your bank account, please click here.

​​If you have any questions about how Otis works or your Otis account, please don't hesitate to give our support team a shout on the app or via email at [email protected].

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