While Plaid provides the technology that enables consumers to connect their financial accounts to software applications, the contact details (e.g. phone numbers and/or email addresses) that are surfaced during the multi-factor authentication (MFA) step are likely coming directly from your bank.
There are numerous things that could be preventing you from receiving a One-Time Passcode (OTP) via email or SMS text, and here’s what we recommend:
- Work directly with your bank first.
- It's possible that they're having issues delivering OTP codes, or you might need to update your phone number with them and/or provide your consent to have text messages delivered to your number.
- You should also see if you have a secure email address on file for contact, as they may be able to send MFA codes there.
- Contact your SMS phone carrier and/or email provider.
- It’s possible that they’re having issues receiving these generated codes via SMS or that emails are going directly to a spam folder that is not displaying notifications.
After taking those steps with your financial institution, SMS phone carrier, and email provider – if you are still having issues, try:
- Reconnecting to the app or service using a different financial institution account.
- Reaching out to the app or service you’re connecting to in order to let them know what is going on.They will also be in the best position to assist with alternative connection options if available.
As a reminder, Plaid does not create an account about you when you connect or attempt to connect your financial accounts to an app or service.