Applies to Product - Dynamics 365 Business Central
What’s happening?
Experiencing issues when attempting to link their bank accounts, receiving error messages indicating that the accounts are already linked, despite being in a new environment with no prior links. This issue occurs with multiple bank accounts.
Reason:
The underlying cause of this appears to be related to the linking process with Yodlee, which may involve variations in the bank's login page and potential Multi-Factor Authentication (MFA) requirements that are not being handled correctly.
Resolution:
- Ensure that the correct buttons are clicked within the application during the linking process.
- Confirm that the user can log directly into the bank's website using the same credentials.
- If the accounts still show as not linked, attempt the following steps:
- Click on Bank Statement Service and then Update Bank Account Linking on the bank account card.
- If the issue persists, gather the following information for further troubleshooting:
- Yodlee consumer name.
- Last four digits of the bank account.
- Bank's login URL.
- Confirmation of whether MFA is enabled.
- If the user account is failing due to MFA, instruct the user to manually update the account and respond to the MFA prompt correctly within the stipulated time.
- If no activity is observed, arrange a screensharing session to observe the user attempting the linking process and capture any errors that occur.