Login and Access Issues
Account locked after failed login attempts: Three consecutive incorrect MFA codes trigger a 30-minute automatic lockout. Wait for the lockout period to expire and try again with the current RSA SecurID code. Five failures within 24 hours require your company administrator to manually unlock the account through the user management module. Contact your administrator or call +1-800-344-8758 if you cannot reach them.
Password expired: Corporate Connect enforces password rotation every 90 days by default (configurable by administrator). When prompted, create a new password meeting complexity requirements: minimum 12 characters, at least one uppercase letter, one lowercase letter, one number, and one special character. The new password cannot match your previous 12 passwords.
IP address blocked: If you are connecting from a new office location, VPN endpoint, or remote network that is not in your company's IP whitelist, Corporate Connect will block the connection before the login page loads. Your company administrator must add the new IP address or range to the whitelist through the user management module.
Payment and Transaction Issues
Wire transfer stuck in pending approval: All wire transfers require dual authorization. The transaction remains in the pending queue until a second authorized operator (checker) approves it. Check with your team to confirm an authorized checker is available. If the checker has been removed from the system, the company administrator must assign a new checker role.
ACH batch rejected during upload: NACHA file validation checks for formatting errors, invalid routing numbers, and duplicate entries. The error report displays specific line numbers and error codes. Common issues include incorrect record type codes, missing batch control totals, and routing numbers that fail the ABA checksum. Correct the flagged entries and re-upload the file.
International wire returned: SWIFT returns typically result from incorrect beneficiary bank SWIFT/BIC codes, incomplete IBAN numbers, or missing purpose of payment codes required by the destination country. Check the return reason code in the transaction detail view, correct the beneficiary information, and resubmit. For sanctions-related holds, contact the Corporate Connect compliance team through your relationship manager.
