--- title: What happens if a user’s credentials are invalid? description: If a user’s credentials are invalid or there is an issue during authentication, there are several steps and options available: --- [Skip to content](https://help.truv.com/what-happens-if-a-users-credentials-are-invalid#main-content) [![logo-truv-4](https://help.truv.com/hubfs/logo-truv-4.svg)](https://help.truv.com/?hsLang=en) Open main navigation Close main navigation How can we help? - There are no suggestions because the search field is empty. 1. [Truv Help Center](https://help.truv.com/?hsLang=en) 2. [Getting Started](https://help.truv.com/getting-started?hsLang=en) 3. [Platform Overview](https://help.truv.com/getting-started?hsLang=en#platform-overview) # What happens if a user’s credentials are invalid? If a user’s credentials are invalid or there is an issue during authentication, there are several steps and options available: 1. **Invalid Credentials**: - If the credentials are incorrect, the borrower will be prompted to reset their password or re-enter their login information to ensure the details are accurate. - The user should follow the prompts to update their credentials and try again. ![Screenshot 2025-02-19 at 2-28-37 PM-png](https://help.truv.com/hs-fs/hubfs/Screenshot%202025-02-19%20at%202-28-37%E2%80%AFPM-png.png?width=524&height=251&name=Screenshot%202025-02-19%20at%202-28-37%E2%80%AFPM-png.png) 2. **Configuration Error**: - If the user enters their credentials correctly but encounters a configuration error (e.g., an issue with the payroll provider or the connection), this means there is a technical issue on the provider’s side. - In this case, the borrower should not attempt to resolve the issue themselves. Instead, they should move to alternate verification methods, such as document uploads (e.g., pay stubs) or connect to financial institutions. ![](https://help.truv.com/hs-fs/hubfs/Screenshot%202025-02-19%20at%202-30-41%E2%80%AFPM-png.png?width=523&height=184&name=Screenshot%202025-02-19%20at%202-30-41%E2%80%AFPM-png.png) 3. **Payroll Provider Unavailable**: - If an error message indicates that the payroll provider is unavailable, it means the system cannot connect to the provider at that moment. - The borrower should return to alternative verification options (like uploading documents or using bank connections) to proceed with the verification process. ![](https://help.truv.com/hs-fs/hubfs/Screenshot%202025-02-19%20at%202-31-45%E2%80%AFPM-png.png?width=502&height=247&name=Screenshot%202025-02-19%20at%202-31-45%E2%80%AFPM-png.png) 4. **Minimizing Failures**: - To reduce the likelihood of these errors, Truv continuously monitors the **success rate** for each payroll provider, giving lenders an opportunity pre-plan for fallback methods if certain providers are experiencing issues. This helps ensure the process remains smooth and efficient, even if there are temporary problems. 5. **MFA Errors (Multi-Factor Authentication)**: - If the user encounters an MFA error (such as a failed verification code), the best solution is usually to re-authenticate by going through the MFA process again. 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