Why does the applicant see 'Already Connected'?
When accessing the Truv Bridge, an applicant may see an "Already Connected" prompt. This prevents them from completing a new authentication flow with their bank because a valid, active link already exists.
Solution & Next Steps
- Why this happens: This message appears because there is already an active, established connection to this specific bank from a previous order.
- Truv connections typically remain active for approximately 6 months, though the exact duration depends on the specific Financial Institution.
- How to resolve using an existing order (Recommended):
- Locate the original order: Search your dashboard or LOS/POS for the applicant's previous/initial order.
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- Refresh the original order: Perform a Refresh on the original order to pull the latest, updated data without forcing the user to log in again.
- Cancel the new order: To avoid duplicate workflows, cancel the newly created order.
- How to proceed if a new order is required:
- If your workflow requires you to bypass the existing connection and move forward strictly with the new order, please contact our support team.
- Email us at support@truv.com for direct assistance with resetting the connection state.