Troubleshooting
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Troubleshooting
item-login-required
John Hancock - Retirement Plan Services: Institution Reauthentication Required
The institution requires the user to reauthenticate account access before sync can continue.
Likely causes
- Institution security challenge expired.
- Credentials were changed at the institution.
- Multi-factor policy now requires renewed consent.
Resolution steps
- 1
Prompt a reconnect flow and complete the institution challenge.
- 2
Verify account scopes were granted for transaction access.
- 3
Trigger a fresh sync and confirm status changes from pending to synced.
Prevention controls
- Surface reauth warnings before connection expiry windows.
- Alert users when webhook consent-expiration events are received.
- Monitor repeat reauth loops and escalate to support quickly.