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Connection problems? We can help.

Most connection issues have simple solutions. Find your situation below and follow the steps to get connected.

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Common issues and solutions

This usually means:
  • Your username or password was entered incorrectly
  • Your brokerage password recently changed
  • You’re using credentials for a different account
Try these steps:
  1. Log in directly at your brokerage’s website - Confirm your credentials work there first
  2. Check for typos - Usernames and passwords are case-sensitive
  3. Try the ‘forgot password’ flow at your brokerage if needed
  4. Look for special characters - Some passwords with symbols may need careful entry
If you’re not receiving your 2FA code:
  1. Check the right device - Codes may go to a phone number or email you don’t check often
  2. Wait a moment - SMS codes can be delayed by a few minutes
  3. Check spam/junk folders - Email codes sometimes get filtered
  4. Try an alternate 2FA method - Many brokerages offer backup options
If your authenticator app isn’t working:
  1. Verify the time on your device - Authenticator apps are time-sensitive
  2. Use backup codes - Most brokerages provide backup codes during 2FA setup
  3. Contact your brokerage - They can help reset 2FA if needed
This means your brokerage wants extra confirmation:
  1. Check your email and phone - Your brokerage may have sent a verification request
  2. Log in directly to your brokerage - Sometimes you need to approve a new connection from their website
  3. Answer security questions - Plaid may ask you to answer questions your brokerage has on file
  4. Wait 24 hours - Some security holds lift automatically
Never share security question answers or passwords with anyone claiming to be from Tendrill. We will never ask for this information directly.
If some accounts or holdings aren’t showing:
  1. Wait for full sync - Initial data can take up to 24 hours to fully populate
  2. Check account selection - You may have unchecked some accounts during connection
  3. Trigger a manual refresh - Text “refresh my portfolio” to Tendrill
  4. Reconnect the account - Sometimes a fresh connection resolves data issues
Data that may not sync:
  • Pending transactions
  • Some alternative investments
  • Certain restricted account types (like some 529s)
  • Holdings in foreign currencies
Why this happens:Connections can expire when:
  • You change your brokerage password
  • Your brokerage updates their security systems
  • It’s been a long time since initial authentication
  • Your brokerage requires periodic re-verification
To fix:
  1. Go to your Tendrill dashboard
  2. Find the affected account
  3. Click “Reconnect” or “Refresh connection”
  4. Log in again with your current credentials
This means the brokerage is experiencing issues:
  • Wait and retry - Most outages resolve within a few hours
  • Check your brokerage directly - They may have posted about scheduled maintenance
  • Try during off-peak hours - Early morning or late evening often work better
Plaid maintains connections with thousands of institutions. Occasional temporary outages are normal and usually brief.

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Error message reference

Error MessageWhat It MeansQuick Fix
INVALID_CREDENTIALSWrong username/passwordVerify credentials at brokerage site first
MFA_NOT_SUPPORTED2FA method not compatibleTry a different 2FA method if available
INSTITUTION_DOWNBrokerage temporarily unavailableWait a few hours and retry
ITEM_LOGIN_REQUIREDNeed to re-authenticateReconnect the account
ACCOUNT_LOCKEDToo many failed attemptsWait 24 hours or contact brokerage
USER_SETUP_REQUIREDAccount needs setup at brokerageLog in to brokerage and complete setup

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Step-by-step: reconnecting an account

If you need to reconnect a problematic account:
1

Open your Tendrill dashboard

Go to tendrill.ai and log in
2

Find the disconnected account

Look for accounts with a warning icon or “reconnection required” status
3

Click 'Reconnect'

This will open the Plaid connection flow
4

Re-enter your credentials

Log in with your current brokerage username and password
5

Complete verification

Finish any 2FA or security steps required
6

Verify the connection

Text “How’s my portfolio?” to confirm data is syncing

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When to contact support

Reach out to our team if:
  • You’ve tried the solutions above and are still stuck
  • You’re seeing an error message not listed here
  • Your data has been missing for more than 48 hours
  • You believe there’s a security concern with your connection

Contact Support

Get personalized help from our team

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Brokerage-specific tips

  • Use your Fidelity.com credentials (not NetBenefits if separate)
  • If using Symantec VIP, have your app ready for the 2FA code
  • Multiple account types (IRA, brokerage, etc.) can be connected at once
  • Former TD Ameritrade users: Your account may now appear under Schwab
  • Ensure you’ve completed any post-merger account migration
  • Text-based 2FA is the most reliable option
  • Make sure email-based 2FA is enabled (easier than app-based for connections)
  • Crypto holdings may not sync (stock positions will)
  • Instant deposits may show as pending briefly
  • Use your Vanguard.com credentials
  • If you have both personal and employer accounts, you may need to connect separately
  • Security image verification may be required
  • Recent Morgan Stanley integration may require updated login
  • If you have both E*TRADE and Morgan Stanley accounts, connect each separately

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Still stuck?

Email Support

david@tendrill.ai - We typically respond within 24 hours

Check Plaid Status

See if there are any known issues with your institution