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Blue Smoke

360 Wealth

Troubleshooting Account Alerts

SECURITY ERRORS
Additional Login Credentials Required

518
522
523

Why is this happening?

This is not a security alert from 360 Wealth. The institution you are attempting to link is requesting additional security information. You may be prompted for a one-time passcode or security code which should be entered within the allotted time (1-2 minutes) or the refresh will fail with one of the above error codes.

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How to troubleshoot:

  1. Log into 360 Wealth

  2. Navigate to the Accounts tab

  3. Select the account with the alert (Click on Edit Credentials or Try Again link)

  4. On the Edit Credentials page, update the answers to security questions and click on Update. Upon selecting Try Again link, a refresh will be initiated and you well be prompted with an MFA challenge.

  5. Manually refresh the account (this can happen every 15 minutes)

USERNAME & PASSWORD
Login Credentials Are Incorrect

402

Why is this happening?

You may have updated the username/password for the site you're linking to without updating its username/password within 360 Wealth. This error will persist until the credentials are updated.

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How to troubleshoot:

  1. Log into 360 Wealth

  2. Navigate to the Accounts tab

  3. Select the account with the alert (click on Edit Credentials)

  4. Enter/re-enter your account credentials

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407

USERNAME & PASSWORD
Password Expired/Account Locked
at Your Linked Financial Institution

Why is this happening?

If the password is expired or the account is locked on the site you linked to 360 Wealth, you will be unable to get refreshed account values until the account is unlocked at the end site and updates are made on 360 Wealth.

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How to troubleshoot:

  1. Resolve the account or password issue on the end site

  2. Log into 360 Wealth

  3. Navigate to the Accounts tab

  4. Select the account with the alert (click on Edit Credentials)

  5. Enter/re-enter your account credentials

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429

USERNAME & PASSWORD
Information Needs to Be Updated at the Linked Financial Institution
(i.e., Terms & Conditions)

Why is this happening?

The site you linked to 360 Wealth is prompting you to accept its terms and conditions or update your personal information. 360 Wealth cannot refresh these account values until this is resolved at the end site.

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How to troubleshoot:

  1. Resolve the account or password issue on the end site

  2. Log into 360 Wealth

  3. Navigate to the Accounts tab

  4. Select the account with the alert (click on Edit Credentials)

  5. Enter/re-enter your account credentials

403
413

REFRESH ERROR
The Site Linked Is Failing to Refresh the Account Values

Why is this happening?

Occasionally, sites will update their layout, launch new marketing messages or implement a site change that prevents 360 Wealth from retrieving account values. Usually, we are already aware of this issue and are working with our vendor to achieve resolution.
 

How to troubleshoot:

  1. Send a screen shot to bairdonline@rwbaird.com.

  2. We will confirm that it’s a known issue and provide a possible ETA.

414

CLOSED ACCOUNT
The Account Is Closed or Not Available

Why is this happening?

This occurs if the account is closed, or if 360 Wealth is trying to link to an account that doesn’t exist. For example, if you are trying to link a credit card at an institution where you only have a bank account, you will receive this error.

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How to troubleshoot:

  1. Once logged into 360 Wealth, check to make sure you linked the correct site (i.e., there are multiple Citi Bank, Chase account types)

  2. Re-enter your username and password and link that account

  3. Verify that the accounts have been linked through the Fastlink process.

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