Below are the common errors that users may encounter and the suggested solutions.
You are always welcome to Contact Us when you encounter issues.
Login details did not match
This happens when you input the incorrect username and/or password.
Suggested Solution: We suggest that you try again by inputting your credentials on Planto at most twice. If it still fails, try logging on to your Online Banking to see if it works.
If your online login works, please contact us and we will investigate the issue immediately.
If it doesn't work on the Online Banking interface, you may try to reset your password and then try again.
General Error
This happens when the error cannot be specifically identified. This could be due to new inputs from the bank’s end such as a request to accept new terms and conditions etc.
Suggested Solution: You should try and login through online banking to see if there have been any change in the bank’s website. Alternatively, you can contact us and we will try to identify and resolve the issues as soon as possible.
Maintenance Error
This happens when each bank’s website undergoes maintenance. The time differs depending on the banks, however it usually happens late at night or during the weekend.
Suggested Solution: You will need to wait until maintenance is complete. This will also be the case when logging on online banking.
Two Factor Authentication Timed-Out
This happens when the OTP (one time password) provided by the bank expires - usually 90 seconds. It can also happen if the internet connection is a bit slower.
Suggested Solution: You can try logging in again to request for a new OTP.
Two Factor Authentication code is incorrect
This happens when the OTP (one time password) input is incorrect.
Suggested Solution: You can try logging in again to request for a new OTP.
Change Password Error
This happens when banks require you to change your password after a period of time for security reasons.
Suggested Solution: You will need to login to online banking and follow the instructions from the bank on updating passwords.