NewRez synchronization not working

Brian Montague

NewRez was added but so far has not been able to connect. Initially it would connect successfully but made you reauthenticate and when reauthenticating it would zero out the balance. Now, it accepts the password, asks me to enter a one-time code, processes it, and then triggers the errors below.

Brian

UrsulaA

I found that NewRez is not supported. Please vote for the request to support below.

Mortgage company not listed in bank options - NewRez (edited) — Simplifi (simplifimoney.com)

@Coach Jon @Coach Natalie - any further comment?

Coach Jon

Hello @Brian Montague,

Thanks for reaching out! Sorry about your recent trouble with this FI connection. You mentioned you were able to connect before. Were you able to bring in transactions when connected before? One thing you may try doing is making the accounts manual and then using the Add Account flow to get a completely fresh connection. If the connection is successful, you'll then want to link the accounts to your existing Quicken Simplifi accounts.

Let us know if that works for you!

-Coach Jon

Coach Jon

@UrsulaA,

It looks like we have added a Finicity option for NewRez, available in Quicken Simplifi. Thank you for your input on this thread, however!

-Coach Jon

UrsulaA

Thanks @Coach Jon . I saw the NewRez thread I linked updated with the information as well.

Brian Montague

I have switched it to manual and then readding the connection multiple times. It always gives the same error. Before the first time it connected, I saw the correct mortgage balance. It gave message saying that the bank required that I reauthenticate, when I reauthenticated it appeared to connect but the balance went to 0 and it never updated after. At that time, making it manual and readding would send you through the same process. Something has changed since July but it is still not a functional connection.

Coach Jon

Hello @Brian Montague,

Thanks for the information. Are you able to log in to the bank's website successfully from the URL provided in Quicken Simplifi, or do you use another URL to sign in to this bank online?

-Coach Jon

Brian Montague

Yes, that we site works for signing in via the web

Coach Jon

Hello @Brian Montague,

Thanks for the reply. Upon researching on my end, I can see that this FI underwent maintenance on their website yesterday. I am wondering if this has something to do with the current issues you're seeing.

You mentioned you are asked for a OTP when connecting in Quicken Simplifi. Are you able to see if you can temporarily disable the multi-factor authentication setting at your bank's website and then try connecting again in Quicken Simplifi to see if that works for you? Let us know!

Additionally, it may be best to wait a day or two, or until after the upcoming holiday to see if things return to normal, since this FI also is stating they will be closed from August 31st to September 2nd.

Thanks,

Coach Jon

Brian Montague

I did try again just now. I will try again next week. Hopefully it will be up again

Vulpes

I've tried everything mentioned here and still getting the (170) error:

Unexpected error An unexpected exception error has occurred. Try again later. If this error persists, contact your administrator. (170)

Like OP, the connection initially works but then never updates. Very frustrating.

Coach Jon

Hello @Vulpes,

Thanks for posting! Before we proceed further, have you tried following the troubleshooting steps above that I previously posted to see if those steps work for you?

https://community.simplifimoney.com/discussion/comment/40117#Comment_40117

Thanks,

Coach Jon

Brian Montague

I just tried it again and it is still giving the same error. This is after removing the account and following the Add Account path, selecting NewRez, entering the username and password that work on the website, and entering the OTP code that is texted to me.

Coach Jon

Hello @Brian Montague,

Thanks for the reply! I did have some follow-up questions to better understand the issue:

1. Have you ever connected to NewRez in Quicken Simplifi, or is this your first time attempting to do so?
2. If you've connected in the past, what is the name of the account as it appears in Quicken Simplifi?
3. What error are you receiving when attempting to connect now? How long have you been receiving this error?
4. You mentioned the option to perform MFA — do you receive a different error when selecting to receive the OTP than when selecting not to? If so, what are those specific errors?

Thanks,

Coach Jon

Brian Montague

Same error. New Rez has never worked. It is not an option to not do MFA. It aborts if you do not do it.

There was a prior closed thread that detailed the initial failed connection. It connected at that time, got the balance, then told me to reauthenticate. When I did, it zeroed the balance. That was over a month ago . In the last two weeks it fails after MFA.

Coach Jon

@Brian Montague, thanks for letting us know!

Please provide the following information so we can review this issue for escalation:

1. Is MFA required to sign into NewRez's website directly?
2. Has there been any activity in the account in the last 90 days?
3. Is the account considered an external account (i.e. are you redirected to a different website when selecting the account on the bank's website)? If so, what URL are you redirected to?
4. Is the account a subtype of a different account?
5. Has the bank made any recent changes to its website or sign-in process?
6. Are you the owner of the account? 
7. The name of the account, as it appears on the bank's website.
8. A screenshot of the Accounts Summary page from the bank's website (the page that lists all accounts and balances - feel free to redact any private info) that has a wide enough scope to show the page URL (this must be taken from a web browser and not a mobile browser).

Please also submit your logs via the 'Send Feedback' option:

1. Log into the Quicken Simplifi Web App.
2. Select Profile from the left-hand navigation bar.
3. With the Profile menu open, hold down the Option key for Mac or the Alt key for Windows, and then click Send Feedback. 
4. Leave all boxes checked, add a brief description of the issue, and then click Send.

-Coach Jon

Brian Montague

Feedback sent.

1. MFA is required through teh website
2. There has been activity in the last 90 days
3. You are not redirected to another website
4. It is not a subtype of a different acount
5. No changes that I am aware of in their sign-in process. Web site and phone app work the same as they always have
6. I am the owner of the account
7. Name of the account: is our address with an account number. It would not be appropriate to post those here

Coach Jon

Hello @Brian Montague,

Thanks for the information. We will need another Account Summary screenshot sent, as the one you sent does not have the page URL visible. Please remember that it also needs to include all accounts and balances. Feel free to DM me again!

Thanks,

Coach Jon

Brian Montague

I sent full screen shots through DM

Coach Jon

Hello @Brian Montague,

Is this the Account Summary page you sent in your message? It should contain all accounts and balances for this FI.

Thanks,

Coach Jon

Brian Montague

Only one account and balance, just the single mortgage

Coach Jon

Hello @Brian Montague,

Thanks for the information and your patience! We have added you to the ticket for this issue with NewRez and will be sure to keep you updated on the status.

-Coach Jon

CTP-10901

Coach Jon

Hello @Brian Montague,

We now have an alert up for this issue that you can follow for updates going forward. We will be sure to update this alert as we learn new information.

https://community.simplifimoney.com/discussion/10187/new-9-11-24-newrez-returns-a-170-error

Thanks,

Coach Jon