I'm having issues with the Plaid Portal mobile app

The Plaid Portal is intended for consumers to view and control the app connections they’ve made using Plaid. Our Plaid Portal mobile app is available for US based iPhone and iPad devices, running iOS version 13.0 or later; at this time it is available only in English.

Here are some common issues you may run into while attempting to use the Plaid Portal mobile app and troubleshooting steps you can take to resolve them.

• Downloading the App
• Face ID and Touch ID Authentication
• App Crashes or App Loading Issues

For general questions or help  troubleshooting issues with Plaid Portal functionality (e.g. adding or deleting a financial account), please review other Plaid Portal help sections.

Downloading the App

In order to use the Plaid Portal app you’ll first need to download it to your device. If you’re unable to do so:

1. Confirm that the Plaid Portal app is available for your location
   • Presently, the mobile app is only available for download and use with US based devices.
   • Any users in the UK or Netherlands can still sign up for and use the Plaid Portal via their mobile or desktop web browser.
     
2. Check that your device is supported
   • This mobile app is only available for download on iOS devices - specifically, iPhone and iPad devices. 
   • Android devices and additional iOS devices like Apple Watches or Macbooks are not supported.
3. Check that your iOS version meets our minimum requirement
   • This mobile app is only supported on iOS version 13.0 or later

Face ID and Touch ID Authentication

If you’re running into issues using Face ID or Touch ID to log into the Plaid Portal app:

1. Check you’ve granted permissions for the Plaid Portal app to use Face ID or Touch ID
   • On your iPhone or iPad, navigate to Settings > Face/Touch ID & Passcode > Other Apps (the specific setting name will depend on whether you’re using Face ID or Touch ID)
   • Confirm Plaid Portal is listed under “Other Apps” and that permissions are enabled (toggled to show green).
   • If you don’t see a list of “Other Apps,” confirm that you’ve set up Face ID or Touch ID on your device.
     
2. Confirm you’re logged into the Plaid Portal app
   • Face ID and Touch ID are only available after you’ve logged into the Plaid Portal app with your password and security code, and if your session remains active.
   • If you’ve logged out of your account, or this is your first time signing in, Face ID and Touch ID will not be available for use.

App Crashes or App Loading Issues

If you’re unable to load the Plaid Portal app, or the app is quitting on you unexpectedly, try the following steps: 

1. 1. 1. Check your network connection
         • Make sure you have active and reliable WiFi or data on your device.
         • If not, troubleshoot with your internet provider or mobile data provider to resolve this.
           
      2. Quit and restart the app 
         • Close out any open sessions of the app. 
         • Make sure your internet connection is active and reliable when you reopen the app.
           
      3. Update the app to the latest version
         • Navigate to the App Store on your iPhone or iPad.
         • In the top right-hand corner, click on your profile icon.
         • Scroll to see any pending app updates and release notes. 
         • If you see the Plaid Portal app, tap Update to ensure you’re on the latest version.