Troubleshooting

Having trouble with this app?

The troubleshooting steps and service options below provide the smoothest path to resolving any issues you might have. Please be sure to perform the appropriate troubleshooting before submitting a service request.

1. When trying to download financial data, the device returns: "Error The connection could not be requested. Check network settings."
Verify the device’s Internet connection is enabled and that you are able to access a website from your phone’s web browser. Ensure that your Wireless connection is on.

2. OFX error 15500: Signon invalid
This message appears when your login credentials have not been entered correctly. Re-enter your password in the Setup section of the application and try connecting again. If the problem persists, you may have to contact your financial institution to verify your user ID and password.

3. When trying to download financial data, your device states: HTTP 500.
This error indicates that the financial server is unavailable. Please try connecting again later.

4. Error receiving OFX response: Timeout
This message may appear if your financial institution mobile banking server or your device’s Internet connection is slow at the moment. Wait a few minutes and then try connecting and downloading your financial data again.