Banks may periodically request token codes or answers to security questions, even for established connections. These requests are not errors but rather intentional security checkpoints set by the bank. When one comes up during a refresh you start in LedgerSync, LedgerSync can show a pop-up so the question can be answered.

Answering a Bank Security Question

The pop-up is titled Please answer the question. It shows which connection the question is for and the bank's question.

1. Enter the answer.
2. Click Submit.

If you close the pop-up instead (with Close, or with the X at the top on pop-ups that have one), the refresh is cancelled.

Texting the Question to Your Client

When a MasterCard connection asks a security question while statements are being refreshed, the pop-up can also show an SMS Client button, so your client can answer the question by text. The button appears only when all of these are true:

• The bank's question needs a typed answer, not a picture or a multiple choice
• The client has a phone number in LedgerSync
• Texting is turned on for the client. It is on by default and turns off if the client replies STOP to a LedgerSync text

The pop-up for transaction refreshes does not offer SMS Client.

To text the question:

1. Click SMS Client. The pop-up closes and the question is texted to your client.
2. If the text goes out, you see SMS Sent Successfully! Please wait for client's response. If it cannot be sent, you see Error while updating statement data! and the statement refresh is cancelled.

LedgerSync then checks for your client's reply every 10 seconds for about 5 minutes. The checking runs in your browser, so keep LedgerSync open while you wait.

• When the reply arrives, you see Got answer! Trying to refresh data..., wait please. and the answer is submitted for you.
• If no reply arrives within about 5 minutes, you see Could not get an answer from client! and the statement refresh is cancelled.