Income verification is one of the most important parts of your Clara application — and sometimes things don't go as planned. Here are the most common issues and how to fix them.
Payroll Connection Issues
"I can't log in to my payroll provider" The username and password for your payroll system (like ADP, Gusto, or Workday) may be different from your regular work login. Check with your employer or HR department if you're unsure of your payroll credentials. Many payroll providers also have a "forgot password" option you can use before returning to Clara.
"My employer or payroll provider isn't listed" Not every employer or payroll provider is available in Clara's system. If you can't find yours, switch to bank connection or document upload instead — you can select a different verification method during your application.
Bank Connection Issues
"I can't log in to my bank" Double-check that you're using the correct online banking credentials. If your bank uses two-factor authentication, make sure you have access to your authentication method (text, email, or authenticator app) during the connection process.
"I connected my bank but my income shows as $0 or unverified" This typically happens when the connected account doesn't have regular income deposits. Make sure you're connecting the account where your paychecks or income payments are deposited — not a savings account, credit card, or account you rarely use.
Document Upload Issues
"My document is stuck pending" Clara's document upload option accepts paystubs and W2s only. Bank statements, tax returns, and other financial documents are not accepted through the upload feature. If you don't have paystubs or W2s available, try connecting your bank account or payroll provider instead for a faster, automated verification.
Which Method Should I Try?
If your first method didn't work, you can switch to a different one:
- Payroll connection — best if you have a traditional employer with an online payroll system
- Bank connection — best if your paychecks are direct-deposited into your bank account
- Document upload — accepts paystubs and W2s only
Self-employed or non-traditional income? Check out What If I Am Self-Employed or Don't Have a Traditional Source of Income? for options that work for you.