"Locked by your bank"

Locked by your bank means that during your last sign-in through Mozaic, your bank answered that your online-banking profile is locked. The lock is on your bank's side. Mozaic cannot see or change it, and only your bank can lift it.

What you see

Right after it happens, a window says Your bank says your online banking is locked. It asks you to sign in on your bank's own website or app, unlock the profile there if needed, and then come back and try again, once. After you close it:

• The account's status line then reads Locked by your bank.
• The Accounts page shows a banner, Check your online banking with your bank first, and the account panel repeats the message.
• The usual Reconnect, Refresh from bank and Sign in buttons are hidden for this bank. The only retry offered is I've checked, try again.

Your saved balances and transactions stay in Mozaic. They do not update until a sign-in with your bank succeeds.

What to do

1. Go to your bank's own website or mobile app and sign in there, outside Mozaic.
2. If the bank says your profile is locked, follow its steps to unlock it, or call your bank.
3. Once you can sign in normally at your bank, come back to Mozaic.
4. Click I've checked, try again on the banner or in the account panel, and sign in once through the bank window.

If the sign-in succeeds, the lock notice goes away and the account updates again.

Tip: Check at your bank before retrying in Mozaic. Mozaic cannot tell whether your profile is still locked, so checking first is the only way to know.

If something looks wrong

• The lock notice stays after you unlocked at your bank: it clears only after one successful sign-in through Mozaic. Click I've checked, try again.
• You first connected this bank and the window closed with a lock message: there is no account yet to show the notice on. Unlock your profile at your bank, then connect again from Add Account.
• You can't unlock it: contact your bank. For anything on the Mozaic side, write to support@mozaicfinance.com.