Troubleshooting Contents:
- Stuck in "Keeps Loading" State
- Entered Broker Credentials but Still Not Linking
- Portfolio Disappeared After Linking
- "Incorrect Credentials" Error Prompt
- Re-authentication Required: How to Resolve
Stuck in "Keeps Loading" State
- Case 1:
If it's your first time to link (as in you have not yet attempted to enter credentials in the linking modal) it could be your internet connection or firewall.
- Solution:
Disable or avoid using ad-blocker (if any) or try using a different browser. We highly recommend using Google Chrome (normal mode) as it is the optimal browser for Simply Wall St.
- Case 2:
If you previously attempted to link but did not continue, a blank inaccessible portfolio may have been temporarily created. The page may look like this in the below screenshot.
- Solution:
Delete the temporarily created portfolio manually. Just click on the 3 dots found on the upper right portion to get the dropdown list to show the Delete Portfolio option as shown in the below screenshot. Once deleted, you go directly to the linking page by clicking here.
Entered Broker Credentials but Still Not Linking
Potential issues and their solutions:
- You might have selected an incorrect broker from the list. Kindly retry the process and ensure that you are selecting the correct broker.
- If you're trying to link Commsec International, please note that this type of account cannot currently be linked to Simply Wall St since we only support Commsec AU for portfolio linking.
Portfolio Disappeared After Linking
Some brokers revoke their linking authorization for various reasons (for example they may only allow access in one device or location at a time). Just simply link again, click here to relink now.
"Incorrect Credentials" Error Prompt
Here are a few things you can do when prompted with an Incorrect Credentials error
-
Double-check your credentials: Make sure you entered your username and password information correctly. Pay attention to case sensitivity and any special characters.
-
Do you use 2FA/MFA? Check if the dialogue box for the 2FA/MFA is showing, and make sure you enter the correct 2FA/MFA code.
- Reset your password: If you're certain you're using the correct username but can't remember your password, try to reset your password.
Re-authentication Required: How to Resolve
Occasionally, the linkage between your brokerage account and our platform may experience disruptions and require re-authentication. If this is the case, you should see a notice prompting you to relink your portfolio. Simply click on the "Relink portfolio" button located at the top of your portfolio page.
Please keep in mind that the portfolio information we provide relies on data obtained from your broker. Changes on their end may sometimes disrupt the service temporarily. Rest assured that we are continuously working to ensure seamless data synchronisation and provide the most accurate and timely information possible.