Account connection errors

Learn about errors that may occur during the account connection flow.

This page provides common causes and troubleshooting suggestions for account connection errors.

Error codes are returned as part of the accounts object when a connection error occurs:


📘

Some error messages shown to the user have placeholders for [Link item name] and [Company name]. In such cases, for the screens samples below, they were replaced by Starbox and GoodLoans, respectively.


{
  "id": "ac81e2bc-2157-4535-8ca4-fb1f068df1fc",
  ...
  "connection": {
    "status": "error",
    "error_code": "account_disabled",
    "error_message": "This user's employment account appears to be suspended or disabled.",
    "updated_at": "2019-11-29T08:37:42.112859"
  }
  ...
}

account_disabled

📘

This error triggers the accounts.failed webhook.

API error_message

This user's employment account appears to be suspended or disabled.

Message to the users

Your employment account appears to be disabled. Please make sure your account is active in the $partner system and try again.

Error details

N/A

Common causes

There are various reasons a platform may disable or suspend an employment account (e.g. violation of Terms of Service, account inactivity).

Troubleshooting steps

Advise the user to contact their employer for further clarification.
{
  ...
  "connection": {
    "status": "error",
    "error_code": "account_disabled",
    "error_message": "This user's employment account appears to be suspended or disabled.",
    "updated_at": "2019-11-29T08:37:42.164522Z"
  }
  ...
}

account_inaccessible

📘

This error triggers the accounts.failed webhook.

API error_message

This user's account is not currently accessible. Our team has been notified and is investigating.

Message to the users

Your employment account could not be connected. Please make sure your account is active, you've accepted [Link item name] terms of service, and your onboarding is complete.

Common causes

Something unexpected happened. Argyle is investigating.

Troubleshooting steps

No action needed. Someone from Argyle is checking what happened. Please contact our support team for more details.
{
  ...
  "connection": {
    "status": "error",
    "error_code": "account_inaccessible",
    "error_message": "This user's account is not currently accessible. Our team has been notified and is investigating.",
    "updated_at": "2019-11-29T08:37:42.164522Z"
  }
  ...
}

account_incomplete

📘

This error triggers the accounts.failed webhook.

API error_message

This user's employment account is not yet active.

Message to the users

Your employment account is not active yet. Please log in to $partner and finish the onboarding process in order to access your account.

Common causes

The user's employment account has not been set up yet.

Troubleshooting steps

  • Advise the user to complete the onboarding process in their employment platform.
  • Advise the user to contact their employer for further support.
{
  ...
  "connection": {
    "status": "error",
    "error_code": "account_incomplete",
    "error_message": "This user's employment account is not yet active.",
    "updated_at": "2019-11-29T08:37:42.164522Z"
  }
  ...
}

auth_required

API error_message

This user's connection has expired and requires re-authentication.

Message to the users

[Link item name] requires you to log in again. Please update your credentials to continue sharing your data with [Company name].

Common causes

The platform has disconnected a previously connected account. This may happen when a user changes the employment account credentials. Some platforms have short-living sessions and require users to re-authenticate more often.

Troubleshooting steps

Advise the user to try connecting the account again.
{
  ...
  "connection": {
    "status": "error",
    "error_code": "auth_required",
    "error_message": "This user's connection has expired and requires re-authentication.",
    "updated_at": "2019-11-29T08:37:42.164522Z"
  }
  ...
}

expired_credentials

📘

This error triggers the accounts.failed webhook.

API error_message

This user provided credentials which are out of date so a password reset is required.

Message to the users

Your login credentials have expired. Please reset the password for your `[Link item name]` account and try again.

Common causes

Sometimes a platform may alert the user that someone has tried to connect to their employment account and the user changes their password.

Troubleshooting steps

  • Advise the user to use their newest password.
  • Ask the user if they are able to log in directly to the platform's website or app.
  • Advise the user to change their password and then try to connect their account again.
{
  ...
  "connection": {
    "status": "error",
    "error_code": "expired_credentials",
    "error_message": "This user provided credentials which are out of date (i.e., a password reset is required).",
    "updated_at": "2019-11-29T08:37:42.164522Z"
  }
  ...
}

invalid_account_type

📘

This error triggers the accounts.failed webhook.

API error_message

This user provided credentials for the wrong account type (e.g., a passenger account rather than a driver account, or an admin account rather than an employee account).

Message to the users

This is an unsupported account type (e.g. a rider account instead of a driver account). Please log in with credentials for your employment-related account with [Link item name].

Common causes

Sometimes users try to enter credentials of platforms they use as a service instead of using their employment platform credentials.

Troubleshooting steps

  • Confirm if the user is able to log in directly to the platform's website or app.
  • Confirm if the user is using their employment platform credentials and not credentials of a platform they use as a service.
{
  ...
  "connection": {
    "status": "error",
    "error_code": "invalid_account_type",
    "error_message": "This user provided credentials for the wrong account type (e.g., a passenger account rather than a driver account, or an admin account rather than an employee account).",
    "updated_at": "2019-11-29T08:37:42.164522Z"
  }
  ...
}

invalid_auth

📘

This error triggers the accounts.failed webhook.

API error_message

This user's account login was unsuccessful, either due to invalid credentials or unsuccessful multi-factor authentication.

Message to the users

Unable to authenticate your employment account. Please make sure your credentials are correct and try again.

Common causes

Some platforms do not provide visibility whether the connection failed due to invalid credentials or invalid multi-factor authentication (MFA).

Troubleshooting steps

  • Check if the user is able to log in directly to the platform's website or app.
  • Confirm the user is using their correct login credentials.
  • Check if the user has received an MFA request.
  • Confirm the user is using the correct MFA device.
{
  ...
  "connection": {
    "status": "error",
    "error_code": "invalid_auth",
    "error_message": "This user's account login was unsuccessful, either due to invalid credentials or unsuccessful multi-factor authentication.",
    "updated_at": "2019-11-29T08:37:42.164522Z"
  }
  ...
}

invalid_credentials

📘

This error triggers the accounts.failed webhook.

API error_message

This user provided invalid credentials.

Message to the users

Invalid credentials. Please try again.

Common causes

Sometimes a user may enter their credentials of a platform they use as a service instead of their employment platform credentials.

Troubleshooting steps

  • Confirm if the user is able to log in directly to the platform's website or app.
  • Confirm if the user is using their employment platform credentials and not credentials of a platform they use as a service.
  • Advise the user to attempt connecting their account again.
  • Advise the user to change their password and then try to connect their account again.
{
  ...
  "connection": {
    "status": "error",
    "error_code": "invalid_credentials",
    "error_message": "This user provided invalid credentials.",
    "updated_at": "2019-11-29T08:37:42.164522Z"
  }
  ...
}

invalid_mfa

API error_message

This user did not provide the correct multi-factor authentication response.

Message to the users

Multi-factor authentication was not successful. Please try again.

Common causes

This user did not provide the correct multi-factor authentication (MFA) response that was requested by the platform (e.g. SMS code, click on the link in email, etc).

Troubleshooting steps

  • Confirm if the user is able to log in directly to the platform's website or app.
  • Check with the user if they have received the MFA request.
  • Confirm the user is using the correct MFA device.
{
  ...
  "connection": {
    "status": "error",
    "error_code": "invalid_mfa",
    "error_message": "This user did not provide the correct multi-factor authentication response.",
    "updated_at": "2019-11-29T08:37:42.164522Z"
  }
  ...
}

login_attempts_exceeded

📘

This error triggers the accounts.failed webhook.

API error_message

This user provided invalid credentials too many times, causing them to be temporarily unable to attempt further logins.

Message to the users

Unavailable because of too many failed login attempts. Please try again in a few hours.

Common causes

The platform temporarily disabled login attempts for this employment account due to entering invalid credentials too many times.

Troubleshooting steps

  • Advise the user to wait a few hours before attempting to connect their account again.
  • Confirm if the user is able to log in directly to the platform's website or app.
{
  ...
  "connection": {
    "status": "error",
    "error_code": "login_attempts_exceeded",
    "error_message": "This user provided invalid credentials too many times, causing them to be temporarily unable to attempt further logins.",
    "updated_at": "2019-11-29T08:37:42.164522Z"
  }
  ...
}

mfa_attempts_exceeded

📘

This error triggers the accounts.failed webhook.

API error_message

This user failed multi-factor authentication too many times, causing them to be unable to attempt further logins until multi-factor authentication method is reset.

Message to the users

Unavailable because of too many unsuccessful multi-factor authentication attempts. Please log in to [Link item name] and reset your multi-factor authentication method.

Common causes

The platform permanently disabled login attempts for this employment account due to entering an invalid MFA too many times. It only can be resolved by the user resetting MFA directly on the employment platform.

Troubleshooting steps

  • Check if the user is able to log in directly via the platform's website or app.
  • Advise the user to reset their MFA method on the platform's website or app.
  • Advise the user to attempt the account connection again using the new MFA.
{
  ...
  "connection": {
    "status": "error",
    "error_code": "mfa_attempts_exceeded",
    "error_message": "This user failed multi-factor authentication too many times, causing them to be unable to attempt further logins until multi-factor authentication method is reset.",
    "updated_at": "2019-11-29T08:37:42.164522Z"
  }
  ...
}

mfa_exhausted

📘

This error triggers the accounts.failed webhook.

API error_message

This user failed multi-factor authentication too many times, requiring them to re-authenticate.

Message to the users

Unavailable because of too many failed multi-factor authentication attempts. [Link item name] requires you to log in again.

Common causes

The platform requires a full re-authentication for this employment account due to entering invalid MFA too many times.

Troubleshooting steps

Advise the user to attempt account connection again.
{
  ...
  "connection": {
    "status": "error",
    "error_code": "mfa_exhausted",
    "error_message": "This user failed multi-factor authentication too many times, requiring them to re-authenticate.",
    "updated_at": "2019-11-29T08:37:42.164522Z"
  }
  ...
}

mfa_not_configured

📘

This error triggers the accounts.failed webhook.

API error_message

This user has not configured multi-factor authentication for their employment account, restricting access to the user's employment data.

Message to the users

Please log in to [Link item name] and configure multi-factor authentication to continue sharing your data with [Company name].

Common causes

The platform does not allow to access the employment data of this account as it does not have a mandatory multi-factor authentication set up.

Troubleshooting steps

Advise the user to configure a multi-factor authentication method on their employment platform and attempt account connection again.
{
  ...
  "connection": {
    "status": "error",
    "error_code": "mfa_not_configured",
    "error_message": "This user has not configured multi-factor authentication for their employment account, restricting access to the user's employment data.",
    "updated_at": "2019-11-29T08:37:42.164522Z"
  }
  ...
}

mfa_timeout

📘

This error triggers the accounts.failed webhook.

API error_message

This user did not complete multi-factor authentication.

Message to the users

Your multi-factor authentication (MFA) session has expired. Please log in again to complete the MFA process.

Common causes

The user did not submit the requested MFA response necessary to connect an account within the given time period.

Troubleshooting steps

  • Confirm the user has received the MFA request.
  • Have the user check if the information for their MFA device or phone number is correct.
  • Have the user confirm they are able to log in directly via the platform's website or app.
  • In the case of an SMS or Voice MFA, advise the user to make sure they are able to receive messages from the platform. If there is an issue, contact the platform's support.
  • Advise the user to attempt the account connection again.
{
  ...
  "connection": {
    "status": "error",
    "error_code": "mfa_timeout",
    "error_message": "This user did not complete multi-factor authentication.",
    "updated_at": "2019-11-29T08:37:42.164522Z"
  }
  ...
}

physical_mfa_unsupported

📘

This error triggers the accounts.failed webhook.

API error_message

This user's employment account uses a physical multi-factor authentication method that Argyle does not currently support.

Message to the users

Please log in to $partner system and disable the physical multi-factor authentication method (e.g. USB). Then set up another multi-factor authentication method and try again.

Common causes

The user attempted to use a physical multi-factor authentication method that Argyle does not support.

Troubleshooting steps

The user should disable the physical multi-factor authentication method, then set up an alternative multi-factor authentication method and try again.
{
  ...
  "connection": {
    "status": "error",
    "error_code": "physical_mfa_unsupported",
    "error_message": "This user's employment account uses a physical multi-factor authentication method that Argyle does not currently support.",
    "updated_at": "2019-11-29T08:37:42.164522Z"
  }
  ...
}

service_unavailable

📘

This error triggers the accounts.failed webhook.

API error_message

The platform this user is attempting to connect to is currently unavailable. See the Coverage page in Argyle Console for additional information.

Message to the users

[Link item name] system is currently unavailable. Please try again later.

Common causes

The platform may be fully or partially unavailable if it is experiencing downtime. This could be planned maintenance or an unexpected service degradation causing the account connection failure. See the Coverage tab in Argyle Console for additional information.

Troubleshooting steps

  • Have the user to check if they are able to log in directly to the platform's website or app.
  • Advise the user to try connecting their account again.
{
  ...
  "connection": {
    "status": "error",
    "error_code": "service_unavailable",
    "error_message": "The platform this user is attempting to connect to is currently unavailable. See the Coverage page in Argyle Console for additional information.",
    "updated_at": "2019-11-29T08:37:42.164522Z"
  }
  ...
}

system_error

📘

This error triggers the accounts.failed webhook.

API error_message

Argyle encountered a problem connecting to this account. Our team has been notified and is investigating.

Message to the users

We've encountered an unexpected error. Please try again later.

Common causes

Something unexpected happened (i.e. service unavailable, invalidated session, etc).

Troubleshooting steps

No action needed. Someone from Argyle is checking what happened. Please contact our support team for more details.
{
  ...
  "connection": {
    "status": "error",
    "error_code": "system_error",
    "error_message": "Argyle encountered a problem connecting to this account. Our team has been notified and is investigating.",
    "updated_at": "2019-11-29T08:37:42.164522Z"
  }
  ...
}

tos_required

📘

This error triggers the accounts.failed webhook.

API error_message

This user has not accepted the Terms of Service presented by their payroll provider, preventing access to their employment account.

Message to the users

Please log in to [Link item name] and make sure you've accepted the latest terms and conditions to continue sharing your data with [Company name]. Click try again to reactivate your connection.

Common causes

The platform requires the user to accept the Terms of Service to allow access to the employment account.

Troubleshooting steps

  • Advise the user to log in to their employment platform to accept the latest Terms of Service and then try connecting an account again.
  • Advise the user to contact their employer for further clarification.
{
  ...
  "connection": {
    "status": "error",
    "error_code": "tos_required",
    "error_message": "This user has not accepted the Terms of Service presented by their payroll provider, preventing access to their employment account.",
    "updated_at": "2019-11-29T08:37:42.164522Z"
  }
  ...
}

trial_period_expired

📘

This error triggers the accounts.failed webhook.

API error_message

This user's employment account is in a trial account, and is currently disabled because the trial period has expired.

Message to the users

Your employment account is a trial account that has expired. Please log in to $partner system to reactivate your account and try again.

Common causes

This user's employment account was a trial account and is currently disabled because the trial period has expired.

Troubleshooting steps

Advise the user to contact their employer for further clarification.
{
  ...
  "connection": {
    "status": "error",
    "error_code": "trial_period_expired",
    "error_message": "This user's employment account is in a trial account, and is currently disabled because the trial period has expired.",
    "updated_at": "2019-11-29T08:37:42.164522Z"
  }
  ...
}

trial_connections_exhausted

API error_message

This account could not be connected because you've reached your limit for free account connections in trial mode. Reach out to Argyle or visit Argyle Console to enable full access and connect unlimited accounts.

Message to the users

Connection is currently unavailable. Please reach out to $company for help.

Common causes

This account could not be connected because you've reached your limit for free account connections in trial mode.

Troubleshooting steps

Contact Argyle or visit Argyle Console to enable full access and connect unlimited accounts.
{
  ...
  "connection": {
    "status": "error",
    "error_code": "trial_connections_exhausted",
    "error_message": "This account could not be connected because you've reached your limit for free account connections in trial mode. Reach out to Argyle or visit Argyle Console to enable full access and connect unlimited accounts.",
    "updated_at": "2020-12-29T08:37:42.164522Z"
  }
  ...
}

unsupported_auth_type

📘

This error triggers the accounts.failed webhook.

API error_message

This user tried to log in using single sign-on (e.g., Google, Facebook), which Argyle does not currently support.

Message to the users

Single sign-on (SSO) login method is not supported. Please use a different login method.

Common causes

Argyle currently does not support single sign-on authentication methods, therefore a direct authentication method should be used.

Troubleshooting steps

Advise the user to instead connect their account using a direct authentication method.
{
  ...
  "connection": {
    "status": "error",
    "error_code": "unsupported_auth_type",
    "error_message": "This user tried to log in using single sign-on (e.g., Google, Facebook), which Argyle does not currently support.",
    "updated_at": "2019-11-29T08:37:42.164522Z"
  }
  ...
}

unsupported_mfa_method

📘

This error triggers the accounts.failed webhook.

API error_message

This user's employment account uses a multi-factor authentication method that Argyle does not currently support.

Message to the users

We were not able to connect your employment account. Please log in to $partner to update your multi-factor authentication method and try again.

Common causes

The user's employment account uses an MFA method currently not supported by Argyle.

Troubleshooting steps

Advise the user to disable or change the MFA method.
{
  ...
  "connection": {
    "status": "error",
    "error_code": "unsupported_mfa_method",
    "error_message": "This user's employment account uses a multi-factor authentication method that Argyle does not currently support.",
    "updated_at": "2019-11-29T08:37:42.164522Z"
  }
  ...
}

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