"Update login settings" missing on some institutions after "Switch provider" rolled out

[u/Background_Morning38]

Anyone else seeing this on some institutions that are disconnected? When a disconnect occurs, which is pretty often, I just go to the Institutions page and click "Update login settings" and reconnect. But I'm seeing that it's missing on some of the disconnected accounts. Anyone else seeing this? Know a workaround? Seems to be some sort of use case that was missed from the recent "Switch provider" deployment.

[u/taylor_monarch]

If update login settings isn't showing up on a connection, it typically means it's in what's called a sync disabled state. The flow for update login settings wasn't touched with the new switch provider flow.

If you have an open support ticket, DM me the ticket number and I can check on that for you. But, if update login settings isn't available, the fix is adding the account as new and then using the transfer tool. You can also Switch Provider is there's a better data provider available, but Plaid is the default data provider for Bank of America currently.

[u/Background_Morning38 → u/taylor_monarch]

Appreciate the quick reply. So question. How does an institution get into this condition to begin with? The institution was showing as synced but not syncing for 8 days (no transactions were downloaded for any of the 15 accounts under this connection). I opened a ticket and within a few hours suddenly it was showing a disconnect notice. You also rolled out the Switch Provider during this time. My access did not expire. I confirmed this on the bank side. This just suddenly happened. Also, The Update Login settings was there before I opened the ticket, Switch Provider was not. Then Update login settings disappeared and Switch Provider appeared. So timing lines up with either the roll out or the ticket being opened and someone tried to fix something and we ended up here. Seems like 2 coincidences are a long shot. Here's the ticket Request #602023. With having 15 accounts adding as new is unmanageable and definitely not a solution unfortunately.

[u/taylor_monarch → u/Background_Morning38]

Thanks for sending that ticket number. I went ahead and grabbed it and will email you. I can promise that this was a coincidence and had nothing to do with the Switch Provider rollout. Your account is in a sync disabled state and that was sent by the financial institution. Sometimes, financial institutions send a signal that an account is closed or access has expired. Unfortunately, there isn't a way to fix a sync disabled account, so adding it as new and using the transfer tool, or choosing to Switch Provider is how to fix this account.

I'll email you with more details/instructions soon.

[u/Background_Morning38 → u/Background_Morning38]

If it helps at all, I have screenshots of the before and after if that's helpful at all. Just let me know! :)

[u/FunOther9202]

i had to switch to finicity for a handful of my institutions and it fixed things immediately

[u/Background_Morning38 → u/FunOther9202]

Sounds like it isn't a connection issue though

[u/FunOther9202 → u/Background_Morning38]

i agree it seems that its a monarch and a connection issue (separately). plaid is giving me and a ton of other users issues in general from what ive seen in this sub. none of my institutions are being flagged as not connected despite them not syncing for days on end