The short answer

Security codes, security questions and similar messages come from the bank, not from LedgerSync. Banks can ask for a token code or the answer to a security question at any time, even on connections that have worked for a long time. These requests are not errors. The bank sets them as security checks.

A code can also arrive when nobody at your firm started a refresh. When a MasterCard connection stops at a security code or security question, LedgerSync tries it again automatically once each night. Each try signs in to the bank, so the bank can ask for its security check again.

Why connections break

Any connection can break, whatever kind it is. The reason depends on how the client signs in.

Connections that use a bank username and password break when:

• The bank no longer accepts the saved username or password.
• The bank asks for a security code or the answer to a security question.
• The bank wants the client to take an action on the bank's website.

Connections through the bank's own sign-in page (for example, most Chase connections) break when:

• The bank's approval to share data has expired or is no longer valid. The client has to sign in again.
• The bank moves its connections to its own sign-in page. Older connections to that bank then have to be reconnected once (error 948).

How long LedgerSync keeps trying

For a MasterCard connection that stopped at a security code or question, the nightly tries continue until one of these happens:

• Your client reconnects the bank.
• The bank turns down the sign-in right after asking for a security check. LedgerSync then pauses its automatic tries on that connection by itself until your client reconnects.
• LedgerSync Support pauses the automatic tries on that connection.

How to limit automatic attempts

A MasterCard or MX connection that allows statements has a Statement auto-pull button at the top of the connection. Its choices are Default (On) or Default (Off), which follow the client's setting or, when the client has none, your firm's, plus Always on and Always off. This setting only controls automatic statement pulls. It does not stop the nightly tries on a MasterCard connection that stopped at a security code or question.

To cut down on the codes your client receives:

• Get the connection fixed quickly. The nightly tries stop once your client reconnects. See the steps below.
• Use the bank's own sign-in page where you can. Among LedgerSync's MasterCard connections, the ones through the bank's own sign-in page break less often than the ones that use a username and password. Both kinds can still break.

Finding connections that use the bank's own sign-in page

Go to Tools and select Supported Institutions, then search for the bank. Each result shows an OAuth label. The label is green when that connection signs in through the bank's own page.

When a security question comes up during a refresh you start

If the bank asks a question during a refresh you start in LedgerSync, a pop-up titled Please answer the question can appear. It shows which connection the question is for and what the bank asked.

1. Enter the answer.
2. Click Submit.

If you close the pop-up instead, the refresh is cancelled.

Getting a broken connection fixed

One client: open the connection under Bank Connections > Summary. If the connection has an error, click Text Client To Fix to text the client a secure link. You can also click Generate Bank Fix URL to copy a link and send it yourself, for example by email.

Several clients at once: go to Client Actions and select Communication Center. In Manage Client Bank Connections, find Bank Connections with invalid credentials and select Notify Clients. You can narrow the list with Invalid User ID/Password only or MFA only, then pick a text message or email template and send.

To avoid messaging clients too often, check the Last Notification column. It shows when each client was last notified, so you can give recently notified clients time to act.

The Turn Reminder Off setting

The Turn Reminder Off link in the Client List only stops the reminder to add a bank, which goes every 3 days to a client with no bank connected. It does not change anything about broken connections or automatic refresh attempts.

American Express and Bank of America

LedgerSync now connects American Express and Bank of America through MX. A MasterCard connection at either bank can keep working, but once it breaks it cannot be repaired through MasterCard. When you text a fix link for one, the link asks your client to add the bank again through MX, and the result shows Sent (adds the bank through MX).

To add the bank again yourself, click Add Bank Connection, search for the bank and add it as a new connection. LedgerSync connects it through MX.