> ## Documentation Index
> Fetch the complete documentation index at: https://tendrill.ai/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting Connection Issues

> Solutions for common problems when linking your brokerage accounts

## Connection problems? We can help.

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

## Common issues and solutions

<AccordionGroup>
  <Accordion title="My brokerage doesn't appear in search" icon="magnifying-glass">
    **Try these steps:**

    1. **Use different search terms** - Try "Schwab" instead of "Charles Schwab", or "Merrill" instead of "Merrill Lynch"
    2. **Check for parent companies** - Some brokerages appear under their parent (e.g., TD Ameritrade may be under Charles Schwab after the merger)
    3. **Search by website URL** - Try searching for your brokerage's login website
    4. **Check our [supported list](/getting-started/supported-brokerages)** - Confirm your institution is in our supported list

    <Info>
      If your brokerage truly isn't supported, [contact us](mailto:david@tendrill.ai) to request it.
    </Info>
  </Accordion>

  <Accordion title="'Invalid credentials' error" icon="key">
    **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
  </Accordion>

  <Accordion title="Two-factor authentication problems" icon="mobile">
    **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
  </Accordion>

  <Accordion title="'Additional verification required'" icon="shield">
    **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

    <Warning>
      Never share security question answers or passwords with anyone claiming to be from Tendrill. We will never ask for this information directly.
    </Warning>
  </Accordion>

  <Accordion title="Connection worked, but data is missing" icon="database">
    **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
  </Accordion>

  <Accordion title="'Connection expired' or 'Please reconnect'" icon="clock">
    **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
  </Accordion>

  <Accordion title="'Institution temporarily unavailable'" icon="building-columns">
    **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

    <Note>
      Plaid maintains connections with thousands of institutions. Occasional temporary outages are normal and usually brief.
    </Note>
  </Accordion>
</AccordionGroup>

## Error message reference

| Error Message         | What It Means                     | Quick Fix                                  |
| --------------------- | --------------------------------- | ------------------------------------------ |
| `INVALID_CREDENTIALS` | Wrong username/password           | Verify credentials at brokerage site first |
| `MFA_NOT_SUPPORTED`   | 2FA method not compatible         | Try a different 2FA method if available    |
| `INSTITUTION_DOWN`    | Brokerage temporarily unavailable | Wait a few hours and retry                 |
| `ITEM_LOGIN_REQUIRED` | Need to re-authenticate           | Reconnect the account                      |
| `ACCOUNT_LOCKED`      | Too many failed attempts          | Wait 24 hours or contact brokerage         |
| `USER_SETUP_REQUIRED` | Account needs setup at brokerage  | Log in to brokerage and complete setup     |

## Step-by-step: reconnecting an account

If you need to reconnect a problematic account:

<Steps>
  <Step title="Open your Tendrill dashboard">
    Go to [tendrill.ai](https://tendrill.ai) and log in
  </Step>

  <Step title="Find the disconnected account">
    Look for accounts with a warning icon or "reconnection required" status
  </Step>

  <Step title="Click 'Reconnect'">
    This will open the Plaid connection flow
  </Step>

  <Step title="Re-enter your credentials">
    Log in with your current brokerage username and password
  </Step>

  <Step title="Complete verification">
    Finish any 2FA or security steps required
  </Step>

  <Step title="Verify the connection">
    Text "How's my portfolio?" to confirm data is syncing
  </Step>
</Steps>

## 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

<Card title="Contact Support" icon="headset" href="/reference/support">
  Get personalized help from our team
</Card>

## Brokerage-specific tips

<AccordionGroup>
  <Accordion title="Fidelity">
    * 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
  </Accordion>

  <Accordion title="Charles Schwab / TD Ameritrade">
    * 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
  </Accordion>

  <Accordion title="Robinhood">
    * 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
  </Accordion>

  <Accordion title="Vanguard">
    * 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
  </Accordion>

  <Accordion title="E*TRADE / Morgan Stanley">
    * Recent Morgan Stanley integration may require updated login
    * If you have both E\*TRADE and Morgan Stanley accounts, connect each separately
  </Accordion>
</AccordionGroup>

## Still stuck?

<CardGroup cols={2}>
  <Card title="Email Support" icon="envelope" href="mailto:david@tendrill.ai">
    [david@tendrill.ai](mailto:david@tendrill.ai) - We typically respond within 24 hours
  </Card>

  <Card title="Check Plaid Status" icon="signal" href="https://status.plaid.com">
    See if there are any known issues with your institution
  </Card>
</CardGroup>