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Having trouble linking your crypto account? This page walks you through common connection issues, supported platforms, and step-by-step solutions to get you back on track.

Fidelity Crypto Account Onboarding via Calico Widget

Issue Summary

When users attempt to connect their Fidelity Crypto account through the Calico onboarding flow, the default authentication flow may fail due to issues with Fidelity’s app-based OTP verification.

What’s Happening

  1. The user clicks “Add Fidelity Crypto Account” in the Calico onboarding flow to initiate the OAuth flow.

  2. Fidelity prompts the user to approve the connection via a push notification in the Fidelity app.

  3. The user attempts to verify using the OTP from the Fidelity app, but the OTP does not work as expected, preventing successful connection.

Recommended Solution

  • Request to use SMS-based OTP instead of app-based OTP. This alternative method has proven more reliable for completing the authentication and establishing the account connection.

How to Do This

  • When prompted by Fidelity, look for an option to “Send code via SMS” or “Use another method”.

Coinbase OAuth Onboarding via Calico Connect

Issue summary

When onboarding Coinbase through the Calico onboarding flow, some users encounter a verification failure during the final step of Coinbase’s multi-factor authentication process. This typically happens when:

  1. The user selects Coinbase in the Calico widget UI to begin OAuth onboarding.

  2. They are prompted to use passkeys, which they skip.

  3. They choose to authenticate via an authenticator app and enter a valid OTP.

  4. Coinbase then sends a verification email to the user’s personal email address.

  5. The user attempts to approve the verification link from a non-work device (e.g., mobile phone or personal laptop).

Why This Happens

Coinbase uses the following factors for additional verification:

  • Location

  • Browser

  • Device

If these three factors do not align with the original OAuth session (e.g., the user clicks the email link on a different device or network), Coinbase blocks the verification attempt.

Solution

To successfully complete the onboarding:

  • Forward the Coinbase verification email to your work email address.

  • Open the verification link from the same device, browser, and network where you initiated the OAuth flow via Calico.