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Why can’t I transfer to/from my connected external account when adding and/or sending funds?
Why can’t I transfer to/from my connected external account when adding and/or sending funds?

Landlord Support

Eric Labrecque avatar
Written by Eric Labrecque
Updated over a week ago

When you connect an External Account to your profile through Plaid, it is possible that you may not be able to select that account to transfer funds to or from your Baselane Banking account. Below are the most common reasons this can happen and how to resolve them:

  1. Your external bank account has been disconnected from your profile

    • Diagnosis: Go to the External Accounts tab page and check if your External Account shows as ‘disconnected’

    • Resolution: Click the ‘Resync’ button, re-enter your credentials with Plaid, and try to initiate your transfer again

  2. The name on the external account that you’re trying to connect is not the same as on your Baselane Banking account

    • Diagnosis: In order to initiate a transfer into Baselane Banking from an External Account, we require that the account owner names match. If you are attempting to transfer from a joint account or LLC account, the name match may not be reconciled automatically.

    • Resolution: Please reach out to our customer support team, via chat, email ([email protected]), or phone +1 (888) 586-1618

  3. Plaid did not provide Baselane with all of your external bank accounts information when it was initially connected

    • Diagnosis: If your External Account is from any of the following financial institutions, you may have selected to not share key information with Plaid when making the connection: Bank of America, Capital One, Chase, Robinhood, USAA, U.S. Bank, Wells Fargo

    • Resolution: Authorize Plaid and Baselane to have access to relevant account information when connecting the external bank account to your profile by following these steps:

      • Disconnect your externally connected bank account

      • Go through the steps to connect your external bank account to our system through Plaid. As a reminder, the steps can be found in this article.

      • When going through Plaid to connect your external bank account, you will be prompted to share your profile information with Baselane.

      • Please ensure that you check the box to share your profile information with Baselane. Below is an example of what the prompt may look like for Wells Fargo accounts (other banks will have a similar-looking prompt):

  4. The bank you’re trying to connect is not compatible with Plaid

    • If you would like to send funds from your External Account to Baselane, please initiate the transfer directly from your External Account (as a wire or ACH) or via a peer-to-peer transfer service like Venmo or Paypal.

    • If you would like to send funds to the account, please try adding it manually via account/routing numbers

If you’re still experiencing issues, you can always contact us for assistance. Email us at [email protected], from Mon-Fri 8 AM - 8 PM EST. Call us at +1 (888) 586-1618 from Mon-Fri 9 AM - 5 PM EST.

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