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:
accounts.connection.statusreturns erroraccounts.connection.error_codeshows the error codeaccounts.connection.error_messagewill provide additional information about the error
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.
Error example in an account object:
1{ 2 "id": "ac81e2bc-2157-4535-8ca4-fb1f068df1fc", 3 ... 4 "connection": { 5 "status": "error", 6 "error_code": "account_disabled", 7 "error_message": "This user's employment account appears to be suspended or disabled.", 8 "updated_at": "2019-11-29T08:37:42.112859" 9 } 10 ... 11}
account_disabled#
This error triggers the accounts.failed webhook.
There are various reasons a platform may disable or suspend an employment account (e.g. violation of Terms of Service, account inactivity).
Account object:
1{ 2 ... 3 "connection": { 4 "status": "error", 5 "error_code": "account_disabled", 6 "error_message": "This user's employment account appears to be suspended or disabled.", 7 "updated_at": "2019-11-29T08:37:42.164522Z" 8 } 9 ... 10}
account_inaccessible#
This error triggers the accounts.failed webhook.
Something unexpected happened. Argyle is investigating.
Account object:
1{ 2 ... 3 "connection": { 4 "status": "error", 5 "error_code": "account_inaccessible", 6 "error_message": "This user's account is not currently accessible. Our team has been notified and is investigating.", 7 "updated_at": "2019-11-29T08:37:42.164522Z" 8 } 9 ... 10}
account_incomplete#
This error triggers the accounts.failed webhook.
The user's employment account has not been set up yet.
Account object:
1{ 2 ... 3 "connection": { 4 "status": "error", 5 "error_code": "account_incomplete", 6 "error_message": "This user's employment account is not yet active.", 7 "updated_at": "2019-11-29T08:37:42.164522Z" 8 } 9 ... 10}
auth_required#
The platform has disconnected a previously connected account. Some platforms have short-living sessions and require users to re-authenticate more often.
Account object:
1{ 2 ... 3 "connection": { 4 "status": "error", 5 "error_code": "auth_required", 6 "error_message": "This user's connection has expired and requires re-authentication.", 7 "updated_at": "2019-11-29T08:37:42.164522Z" 8 } 9 ... 10}
expired_credentials#
This error triggers the accounts.failed webhook.
Sometimes a platform may alert the user that someone has tried to connect their employment account and the user changes their password.
Account object:
1{ 2 ... 3 "connection": { 4 "status": "error", 5 "error_code": "expired_credentials", 6 "error_message": "This user provided credentials which are out of date (i.e., a password reset is required).", 7 "updated_at": "2019-11-29T08:37:42.164522Z" 8 } 9 ... 10}
invalid_account_type#
This error triggers the accounts.failed webhook.
Sometimes users try to enter credentials of platforms they use as a service instead of using their payroll system credentials.
Account object:
1{ 2 ... 3 "connection": { 4 "status": "error", 5 "error_code": "invalid_account_type", 6 "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).", 7 "updated_at": "2019-11-29T08:37:42.164522Z" 8 } 9 ... 10}
invalid_auth#
This error triggers the accounts.failed webhook.
Some platforms do not provide visibility whether the connection failed due to invalid credentials or invalid multi-factor authentication (MFA).
Account object:
1{ 2 ... 3 "connection": { 4 "status": "error", 5 "error_code": "invalid_auth", 6 "error_message": "This user's account connection was unsuccessful due to invalid credentials or due to failed or misconfigured multi-factor authentication (MFA).", 7 "updated_at": "2019-11-29T08:37:42.164522Z" 8 } 9 ... 10}
invalid_credentials#
This error triggers the accounts.failed webhook.
Sometimes a user may enter their credentials of a platform they use as a service instead of their payroll system credentials.
Account object:
1{ 2 ... 3 "connection": { 4 "status": "error", 5 "error_code": "invalid_credentials", 6 "error_message": "This user provided invalid credentials.", 7 "updated_at": "2019-11-29T08:37:42.164522Z" 8 } 9 ... 10}
invalid_login_method#
This error triggers the accounts.failed webhook.
This platform currently supports login methods that are different than the one attempted by the user when trying to connect.
Account object:
1{ 2 ... 3 "connection": { 4 "status": "error", 5 "error_code": "invalid_login_method", 6 "error_message": "This user tried to log in using an authentication method that is not supported by employer.", 7 "updated_at": "2022-11-27T04:12:42.154322Z" 8 } 9 ... 10}
invalid_mfa#
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).
Account object:
1{ 2 ... 3 "connection": { 4 "status": "error", 5 "error_code": "invalid_mfa", 6 "error_message": "This user did not provide the correct multi-factor authentication response.", 7 "updated_at": "2019-11-29T08:37:42.164522Z" 8 } 9 ... 10}
login_attempts_exceeded#
This error triggers the accounts.failed webhook.
The platform temporarily disabled login attempts for this employment account due to entering invalid credentials too many times.
Account object:
1{ 2 ... 3 "connection": { 4 "status": "error", 5 "error_code": "login_attempts_exceeded", 6 "error_message": "This user provided invalid credentials too many times, causing them to be temporarily unable to attempt further logins.", 7 "updated_at": "2019-11-29T08:37:42.164522Z" 8 } 9 ... 10}
mfa_attempts_exceeded#
This error triggers the accounts.failed webhook.
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 payroll system.
Account object:
1{ 2 ... 3 "connection": { 4 "status": "error", 5 "error_code": "mfa_attempts_exceeded", 6 "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.", 7 "updated_at": "2019-11-29T08:37:42.164522Z" 8 } 9 ... 10}
mfa_exhausted#
This error triggers the accounts.failed webhook.
The platform requires a full re-authentication for this employment account due to entering invalid MFA too many times.
Account object:
1{ 2 ... 3 "connection": { 4 "status": "error", 5 "error_code": "mfa_exhausted", 6 "error_message": "This user failed multi-factor authentication too many times, requiring them to re-authenticate.", 7 "updated_at": "2019-11-29T08:37:42.164522Z" 8 } 9 ... 10}
mfa_not_configured#
This error triggers the accounts.failed webhook.
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.
Account object:
1{ 2 ... 3 "connection": { 4 "status": "error", 5 "error_code": "mfa_not_configured", 6 "error_message": "This user has not configured multi-factor authentication for their employment account, restricting access to the user's employment data.", 7 "updated_at": "2019-11-29T08:37:42.164522Z" 8 } 9 ... 10}
mfa_timeout#
This error triggers the accounts.failed webhook.
The user did not submit the requested MFA response necessary to connect an account within the given time period.
Account object:
1{ 2 ... 3 "connection": { 4 "status": "error", 5 "error_code": "mfa_timeout", 6 "error_message": "This user did not complete multi-factor authentication.", 7 "updated_at": "2019-11-29T08:37:42.164522Z" 8 } 9 ... 10}
physical_mfa_unsupported#
This error triggers the accounts.failed webhook.
The user attempted to use a physical multi-factor authentication method that Argyle does not support.
Account object:
1{ 2 ... 3 "connection": { 4 "status": "error", 5 "error_code": "physical_mfa_unsupported", 6 "error_message": "This user's employment account uses a physical multi-factor authentication method that Argyle does not currently support.", 7 "updated_at": "2019-11-29T08:37:42.164522Z" 8 } 9 ... 10}
service_unavailable#
This error triggers the accounts.failed webhook.
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 Coverage in Argyle Console for additional information.
Account object:
1{ 2 ... 3 "connection": { 4 "status": "error", 5 "error_code": "service_unavailable", 6 "error_message": "The platform this user is attempting to connect to is currently unavailable. See the Coverage page in Argyle Console for additional information.", 7 "updated_at": "2019-11-29T08:37:42.164522Z" 8 } 9 ... 10}
system_error#
This error triggers the accounts.failed webhook.
Something unexpected happened (i.e. service unavailable, invalidated session, etc).
Account object:
1{ 2 ... 3 "connection": { 4 "status": "error", 5 "error_code": "system_error", 6 "error_message": "Argyle encountered a problem connecting to this account. Our team has been notified and is investigating.", 7 "updated_at": "2019-11-29T08:37:42.164522Z" 8 } 9 ... 10}
tos_required#
This error triggers the accounts.failed webhook.
The payroll system requires the user to accept the Terms of Service to allow access to the employment account.
Account object:
1{ 2 ... 3 "connection": { 4 "status": "error", 5 "error_code": "tos_required", 6 "error_message": "This user has not accepted the Terms of Service presented by their payroll provider, preventing access to their employment account.", 7 "updated_at": "2019-11-29T08:37:42.164522Z" 8 } 9 ... 10}
trial_connections_exhausted#
This account could not be connected because you've reached your limit for free account connections in trial mode.
Account object:
1{ 2 ... 3 "connection": { 4 "status": "error", 5 "error_code": "trial_connections_exhausted", 6 "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.", 7 "updated_at": "2020-12-29T08:37:42.164522Z" 8 } 9 ... 10}
trial_period_expired#
This error triggers the accounts.failed webhook.
This user's employment account was a trial account and is currently disabled because the trial period has expired.
Account object:
1{ 2 ... 3 "connection": { 4 "status": "error", 5 "error_code": "trial_period_expired", 6 "error_message": "This user's employment account is in a trial account, and is currently disabled because the trial period has expired.", 7 "updated_at": "2019-11-29T08:37:42.164522Z" 8 } 9 ... 10}
unsupported_auth_type#
This error triggers the accounts.failed webhook.
Argyle currently does not support single sign-on authentication methods, therefore a direct authentication method should be used.
Account object:
1{ 2 ... 3 "connection": { 4 "status": "error", 5 "error_code": "unsupported_auth_type", 6 "error_message": "This user tried to log in using single sign-on (e.g., Google, Facebook), which Argyle does not currently support.", 7 "updated_at": "2019-11-29T08:37:42.164522Z" 8 } 9 ... 10}
unsupported_mfa_method#
This error triggers the accounts.failed webhook.
The user's employment account uses an MFA method currently not supported by Argyle.
Account object:
1{ 2 ... 3 "connection": { 4 "status": "error", 5 "error_code": "unsupported_mfa_method", 6 "error_message": "This user's employment account uses a multi-factor authentication method that Argyle does not currently support.", 7 "updated_at": "2019-11-29T08:37:42.164522Z" 8 } 9 ... 10}