Troubleshooting Round-Ups® Issues

We’re here to help! If you don't see your Round-Ups® issue listed below, try refreshing the connection with your bank.

Here are the most common Round-Ups® issues, and how to resolve them.

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®

Username or password error

When you link a bank account to Acorns, you’ll need to sign into that linked account. If you get an error message and can’t sign in, try signing into that bank account directly from the bank’s website. Here’s what to do once you confirm your bank has no sign-in issues. 

Missing security code

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

“Unable to complete request”

You may receive an "Unable To Complete Request" error if you’ve reached the maximum number of attempts to link your bank account to Round-Ups®. You can 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

These are the most common issues we see with existing Round-Ups® accounts. Most need to be resolved directly with your bank, but we’ve outlined steps you can take below.

“Locked account”

If you receive 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. 

Missing account

If you're missing an account from your linked accounts list, it may be because your bank is temporarily preventing Acorns from connecting. Here’s how to troubleshoot this issue. 

"Round-Ups® unavailable” error

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

‘MFA Reset’ error message

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

‘MFA Not Supported’ error message

The ‘MFA Not Supported’ error message means that your bank may have security features enabled that Acorns does not currently support. Follow these steps to resolve this error message.

Multiple Round-Ups®

Here's what to do if you see multiple Round-Ups® 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. They’ll send a verification code to the email or phone number they have on file. 

If you’re not receiving the code, please visit your Chase online profile 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 accounts for Round-Ups®, please contact us for help.

The average Acorns customer invests $X per month, just from Round-Ups®! We want to do everything we can to be sure you don’t miss out. 

Thank you for growing your oak with us!