If you’re having trouble connecting your bank account or completing verification, follow the guidance below.

These are the most common issues our support team sees, and the steps below have helped many tenants successfully connect and verify their bank accounts.

Having trouble getting started?

If the screen is not loading, keeps spinning, or you’re seeing an error, try this first:

Log out, then log back in
If the issue continues, delete and reinstall the app

This refreshes your connection and ensures you’re using the latest version of the app. Sometimes saved data or an outdated session can block actions like connecting your bank or completing a payment.

Connecting your bank account

If your bank isn’t connecting, review the following:

Select the correct account type

Choose a checking account (not savings)
Some banks list multiple accounts, select the one used for everyday transactions

Confirm your login details

Make sure you’re using the same login information you use for your bank’s website or mobile app.

Enter your username and password exactly as you would with your bank
If you recently changed your bank account password, use the most up-to-date version
Try logging into your bank separately first, if it doesn’t work there, it won’t work here

Login issues may occur if:

Your bank account password was recently updated
Your bank account is temporarily locked
Your bank account requires you to reset your password or verify your identity

Complete all security steps

Some banks require an extra step to confirm your identity.

You may be asked to enter a one-time code, answer a security question, or approve the login through your bank’s app or text message
This step may appear as a pop-up, redirect, or notification

If this step is skipped, dismissed, or times out, the connection may fail.

Tip: Stay on the screen until the process is complete and respond to prompts right away.

Check for bank restrictions

Some banks have additional security settings that can block or delay third-party connections.

You may need to approve the connection through a text, email, or notification
Some banks require third-party access to be enabled in account settings
In some cases, your bank may temporarily block the connection until it’s confirmed

If the connection isn’t going through, check for alerts from your bank or contact them directly.

How micro-deposit verification works

To confirm your account, small deposits will be sent to your bank account.

Code verification (most common)

One deposit of $0.01
Includes a 6-character code starting with “SM” or it may start with “ACCTVERIFY”
Enter the code to verify your account
The code typically arrives within 1-2 business days; check your bank's transaction history (not your email)

Understanding common verification issues

The following are the most common scenarios that can occur during verification:

Micro-deposits are not yet visible

Code verification deposits typically arrive within 1-2 business days; amount verification deposits (two small deposits under $1.00) typically arrive within 1–2 business days
Timing may vary based on your bank, weekends, or holidays
Deposits appear in your bank account (not email)

Verification attempt was unsuccessful

This may occur if:

The code or deposit amounts were entered incorrectly
Deposits from a previous attempt were used
Bank details were re-entered, generating a new set of deposits

Only the most recent deposits are valid.

Micro-deposits were not received

Possible causes include:

Incorrect routing or account numbers
A closed or restricted bank account
Bank restrictions on incoming or third-party transactions

Bank connection is unsuccessful

This may be due to:

Unsupported financial institutions
Missed or timed-out security steps
Bank-level restrictions

Manual entry is available as an alternative.

Bank not supported

If you receive a message that your bank is not supported, it usually means your bank isn’t available for instant connection. You can still use your bank account to make payments.

What to do next

Select “Enter bank details manually” at the bottom of the bank list
Enter your routing and account numbers
Verify your account using the small deposits sent to your bank (typically within 1–2 business days)

Need to pay sooner?

If you need to complete your payment right away, you can:

Use a different bank account that supports instant connection
Choose an alternative payment method, if available

Why this happens

Not all banks support secure instant login connections. This is more common with:

Smaller banks or credit unions
Banks with stricter security settings

Manual verification ensures you can still securely connect your account, even if instant connection isn’t available.

Verification attempt limit reached

There is a limit to verification attempts
Restarting the process will generate new deposits

Common Reasons for a “Your Card Was Declined” Message

If a payment fails with a “Card Declined” message, it means the card issuer (the customer’s bank) did not approve the transaction. This can happen for several reasons:

Insufficient funds or credit limit reached
The account may not have enough available funds, or the card has reached its credit limit.

Bank security or fraud prevention
Banks may block transactions they consider unusual or potentially risky. This can include cards that have a history of disputes, unauthorized transactions, or suspected fraud.

Incorrect or outdated card information
The card number, expiration date, or security code may have been entered incorrectly, or the card may be expired.

Bank restrictions or unsupported transactions
Some banks block certain types of transactions, merchants, or online payments altogether. In these cases, the bank may decline the payment without providing specific details.

Temporary or technical issues
Occasionally, a payment may be declined due to a temporary issue with the bank or payment network.

Recommended next step

The fastest way to complete the payment is to use a different card or payment method. If the issue continues, the cardholder can contact their bank for more information about why the transaction was declined.