Troubleshooting Round-Ups® Issues

Article author
Alex
  • Updated

If you're having issues with an account you've linked to Round-Ups®, we're here to help! If you don't see your issue listed below, try refreshing the connection with your bank.

Here are some common questions we get.

Issues connecting a new account to Round-Ups®

Issues with an existing Round-Ups® account 

Banks that have trouble connecting to Round-ups  

Issues connecting a new account to Round-Ups®

If you get the error that your username or password is incorrect, first log in to your bank’s website to verify that there are no sign-in issues on your bank's end. Here are steps to follow once you confirm your bank has no sign-in issues

A security code could be sent to the wrong phone number/email if that information is not up to date with your bank. After you update that information, you can follow these steps to attempt to link your account again.

You may receive an "Unable To Complete Request" error if you’ve reached the maximum number of attempts to link your account to Round-Ups®. You should be able to try again 24 hours after your last attempt.

If your prepaid account isn't connecting to Round-Ups®, it’s possible that we don’t support Round-Ups® for that card.

Issues with an existing Round-Ups® account

If you’ve received a “locked account error it could mean that your bank locked you out of your online banking portal. Here’s what to do to resolve this. 

If you're missing an account from your linked accounts list, it may be because your bank is temporarily preventing Acorns from monitoring some or all of your sub-accounts. Here are steps on how to troubleshoot this issue. 

If you're getting a "Round-Ups® unavailable” error, it may be because of an issue with your linked accounts. This error is common with smaller banks or credit unions.  Here's how to troubleshoot.

The ‘MFA Reset’ error message is your bank’s way of letting us know that they need to refresh your login information. Here are steps on how to refresh your connection with your bank.

The ‘MFA Not Supported’ error message means that your online banking may have security features enabled that Acorns does not currently support. You can follow these steps to resolve this error message.

Here's what to do if you see multiple Round-Ups® appear on your transaction history. 

Banks that have trouble connecting to Round-Ups®

Linking your PNC account

If your PNC account disconnects from Round-Ups®, here's how to refresh the connection between your bank and Acorns.

From your Acorns app:

  1. Log in to your Acorns account
  2. From the home screen, tap the profile icon in the top left corner
  3. Tap "Settings"
  4. Tap "Linked Accounts"
  5. Tap "Link another account"
  6. Type "PNC" in the search bar and tap on PNC
  7. Tap "Continue" to link using Plaid
  8. Enter your PNC banking credentials and tap "Submit"
  9. Enter your Routing Number and Account Number for your checking account

From acorns.com:

  1. Log in to your account on acorns.com
  2. From your home page, click "Profile & Settings" in the bottom left corner
  3. Under "Personal Settings," click "Linked Accounts"
  4. Scroll down and click "Link another account"
  5. Type "PNC" in the search bar and click PNC
  6. Follow the prompts to enter your PNC online banking credentials and click "Submit"
  7. Connect using your online banking credentials

If you still have trouble linking your PNC Bank account, please contact us for help.

Linking your Chase account 

Chase may require you to verify your account periodically while your account is connected to Round-Ups®. They send a verification code to the email or phone number they have on file. 

If you believe the code is being sent incorrectly, please visit your Chase online banking and make sure your contact information is correct. 

We recommend you unlink and relink your Chase account to receive a new code. This will allow your Round-Ups® to continue as normal.

From the Acorns app:

  1. Log in to your Acorns account
  2. Tap "Settings" or click on "Profile & Settings"
  3. Tap or click on "Linked Accounts"
  4. Tap or click on "Link another account"
  5. Type the name of your bank in the search bar
  6. Connect using your banking credentials

If you still have any difficulties linking your Chase account, please contact us for help.

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