Troubleshooting ACH via Plaid
Multi-Factor Authentication Errors
Issue: Resident’s bank password has changed since initial account linking
Solution: Resident must relink their bank account in Prisma by logging in with updated credentials. This re-establishes the secure Plaid connection and resolves authentication issues.
Insufficient Funds
Issue: Bank account lacks sufficient balance at payment submission time
Solution: Prisma checks fund availability through Plaid in real-time. If insufficient, the payment is blocked to prevent overdraft fees. Resident should use an alternative payment method or add funds and resubmit.
Institution Not Supported
Issue: Resident’s bank is not integrated with Plaid.
Solution: Resident must link another bank account that is supported in Plaid or they can use another payment method.
Flex
Issue: Flex is integrated with Plaid but residents are getting a “institution Not Supported” error.
Solution: While Prisma works with Plaid to identify why it is not supported, residents must pay with their Flex Virtual Debit Card.