If a connection to a data source fails, there are several possible issues to address. Here’s how you can troubleshoot common errors:
1. Invalid Credentials
- The user’s login credentials are incorrect or outdated.
- Solution:
- The borrower will be prompted to reset their password or re-enter their login information.
- They should follow the prompts to update their credentials and try connecting again.
2. Configuration Error
- The user enters valid credentials but encounters a configuration error. This usually indicates a technical issue with the payroll provider or data source.
- Solution:
- The borrower should not attempt to resolve the issue themselves.
- Next Step: Move to alternative verification methods, such as document uploads (e.g., pay stubs) or connect to financial institutions to continue the verification process.
3. Payroll Provider Unavailable
- The error indicates that the payroll provider is temporarily unavailable, meaning the system cannot connect to the provider at that moment.
- Solution:
- The borrower should switch to alternative verification options (e.g., upload documents or use bank account connections) to proceed with verification.
4. Minimizing Failures
- Truv continuously monitors success rates for payroll providers to anticipate potential issues. This allows lenders to pre-plan for fallback options in case certain providers experience problems. This minimizes disruptions and ensures a smooth verification process.
5. Multi-Factor Authentication (MFA) Errors
- The user faces an MFA error, such as a failed verification code or an issue with completing the authentication.
- Solution:
- The user should re-authenticate by going through the MFA process again.
- This may involve entering a new verification code or using an alternate authentication method, depending on the provider’s options.