For Decipher Admin users, you can view a list of any clients/prospects where a Bank Account connection or Accounting connection was lost. There are various reasons why a connection may stop working. Listed below are the reasons & how to connect again.

You can also choose to receive an Email Alert with the specifics of which client has lost connection, even if you are not an Admin in Decipher. Please send us a request via chat or at support@deciphercredit.com to request to receive an Email alert.

👤 Navigate to your Profile on the Upper Right Corner in Decipher and then Click on Client Connections. If you are not an Admin Decipher user, you will not see Client Connections and will need to contact your administrator.

🚫 View the list of any Clients connected and see their status. Below is a list of the common disconnection reasons from our partners and how to reconnect.

Common Plaid Bank Account Disconnection Reasons:

The client changed their credentials or an error was received from the financial institution that indicates that the user's password or MFA (multi-factor authentication) information has changed. Some financial institutions require an extra level of security known as MFA.

Occasionally, a user has successfully logged into their account, but Plaid was unable to retrieve any open or active accounts in the connected bank. This usually means they need to connect a different institution or account. When this happens, the client will see the message below during the process of connecting and is prompted to connect a different account but did not. Also, no data will be visible for the Bank Information in Decipher.

Accounting Disconnection Reasons

The credentials have been changed or access revoked.

Bank Accounts 👍 If a Bank Account connection has been lost, the client may return at any time to their application/portal and reconnect by clicking on the Connect button and following the exact same steps they did initially to connect.

Quickbooks/Xero 💬 If an accounting system has lost connection, contact our chat support team and request the connection be reset. This usually takes a few moments and will allow the client to return to their application/portal, click on the Connect button, and follow the same steps they did initially to connect.

If you have any questions, please contact our chat support team.