Recommended Process for Getting a Client to Connect Their Bank Account
As an accountant, you likely have guest access to your client's bank accounts — which means the Plaid connection requires the client to complete it on their end. At Propio, we've learned that most of the time, the biggest obstacle isn't technical: it's trust. This process helps you close that gap and guide your client through every step, maximizing the chances they connect quickly.
Before You Start
Create the client's profile in Propio and have their bank connection link ready before making any contact (you'll find it in the last step of the client creation process). That way you can send it immediately when the client agrees — no delays that let the moment cool off.
Scenarios
Scenario A: In-Person Visit ⭐ Recommended
If the client will be visiting your office soon, this is the most effective way to get the connection done.
- Before the visit, create the client's profile in Propio and have the bank connection link ready.
- During the visit, explain that this is an update to your accounting system that will allow you to provide better service.
- Send them the link via WhatsApp or SMS right then and complete the connection together.
Doing it in person eliminates technical friction and distrust. It's the fastest path.
Scenario B: Remote Connection
If the client won't be visiting your office soon, we recommend that the accountant with the closest relationship to the client send a voice message or call them directly. A text message alone is much less likely to work.
Suggested message (voice or call):
"Hi [Name], I wanted to ask you a favor: we're updating our accounting system and need your help connecting your bank account so we can give you better service. The whole thing takes less than 3 minutes, and our team will help you if you need it. It's read-only access — 100% secure — and several of our clients have already done it without any issues. If you're okay with it, I'll send you the link right now."
How to respond based on the client's answer
✅ Client agrees
Send the following message immediately via WhatsApp or your usual channel:
"Hi [Name], as we discussed, here's the link to connect your bank account. You can do it from your phone in under 3 minutes: [Connection link]
I'm here if you'd like to do it together. You can also watch this [video tutorial] for a step-by-step walkthrough. Thank you so much!"
❓ Client has questions or concerns
Don't push. Share [this graphic] which visually explains why the connection is being requested, how read-only access works, and that the client stays in control at all times. Let them read it and pick up the conversation naturally. If they agree, go to the step above.
❌ Client doesn't respond or declines
Wait a few days and try again in the context of a different conversation — not as a standalone follow-up about the connection. If the client definitively declines, you can continue working with manual bank statement imports while building more trust over time.
Tips
💡 The most senior accountant makes the difference. The closer the relationship between the person making contact and the client, the higher the acceptance rate. Don't delegate this conversation to someone the client doesn't know well.
💡 "Accounting system update" works better than "bank connection." Framing matters — the word "bank" triggers unnecessary distrust. Keep the conversation focused on the benefit to the client, not the technical process.
💡 Timing matters. If the client just asked a question about their finances or you just delivered a report, that's the ideal moment to introduce the request. The bank connection feels like a natural improvement to the service.
💡 Don't wait for the client to do it on their own. If you sent the link and there's no response after 2 days, a short follow-up ("Were you able to complete the connection? Happy to help if you need it") makes a significant difference.