My company is new to the Dwolla platform. Our first three clients have attempted to enroll with Bank of America bank accounts. All three have received the same bad experience.
They select B of A from the list of banks, enter their correct login/password credentials, and the drop-in component does not let them proceed. They use the same credentials in a different browser tab and are able to successfully log in to the Bank of America website directly.
They the come back to our site and try again using the drop-in component, and the same failure occurs. On the third or fourth try, the Dwolla drop-in component no longer lets the client select B of A as a bank. It tells them they have to use a different funding source. Below is a screenshot of that error.
The customer who was having a problem with SunTrust just tried again, and she again received the same error. Please see attached issue. She swears the username/password is correct. At this point we have had 11 customers attempt to enroll, and 5 of them have received “try a different account” errors.
The banks are:
2 B of A
We will need to implement the backup micro-deposit process because of all of these online banking failures. This is a bit disappointing.
Is it just a coincidence that all of these banks are down between Friday and now?
Hi @davidglines – would you be able to share the Customer id for the user who is attempting to add their SunTrust bank again? The last issue with this bank was resolved by our provider on the End data noted above. As of yesterday, I am seeing a success rate of 33.33% for this bank on our provider Yodlee’s site. The rest was met with credential reverification errors.
Would you also be able to share the Customer Id for the BB&T bank attempt? I couldn’t find them on Yodlee’s site, perhaps due to their name change to Truist. After I have the Customer Id, I can take a deeper look into why this bank failed as well.
The backup of Microdeposits is highly recommended to ensure the ability for users to add + verify their bank accounts, because IAV isn’t guaranteed to support all banks. And unfortunately, like we’ve come across in this situation, there might be site failures with banks that impede the ability to run Instant Account Verification. Whenever these issue do occur, we at Dwolla can investigate if it’s a User error, or an error with Yodlee and the bank, and can help escalate the issue if it hasn’t been reported already!
It is a co-incidence that both B of A and SunTrust were going through fixes around the same timeframes. This isn’t expected to happen often. Again, if you do run into issue like these, please let us know and we can escalate it to Yodlee!
I took a closer look into the logs for these Customers and found the following –
SunTrust Bank Customer: c2aeff6a-a8d8-415f-93f1-d91eae0f2f3e
It doesn’t look like this Customer is attempting to add a SunTrust bank. We’re seeing attempts to select “Security Bank of Kansas City” which is not supported by IAV. I have a create a ticket with Yodlee to enable this bank account for IAV. Meanwhile, the user would have to add it via microdeposits.
This Customer was rate limited due to entering the wrong login credentials. Entering the wrong login info twice will rate limit them for 30 minutes. This is to ensure that users aren’t able to attempt multiple times potentially getting them locked out of their online banking portal.