The Education Plan is returning error FDP-102 when trying to add (edited)

admarkowitz

Can you please help me resolve this issue? Thanks!

Coach Jon

Hello @admarkowitz,

Thanks for reaching out!

As the error states, we are unable to connect to your bank due to either the selected bank is throttling connection traffic, the bank’s website or the URL used to connect being unavailable, or the selected bank is performing maintenance on their servers. While you may be able to log into your bank’s website successfully, you’ll still receive this error in Quicken Simplifi due to Quicken Simplifi connecting to a different server.

Typically, this error resolves itself after 24-48 hours. If you continue to receive this error after 48 hours, please let us know!

-Coach Jon

admarkowitz

Hi - the error is still there 5 days later. Thanks for your help!

Coach Jon

Hello @admarkowitz,

Thanks for letting us know and keeping us updated! To clarify, are you adding this account for the first time into Quicken Simplifi, or trying to update an existing account already in the program?

Thanks,

Coach Jon

admarkowitz

Im not exactly sure what you mean, but I am trying to add my educations saving account (at theeducationplan.com) to my Quicken Simplifi for the first time, and it isnt working. And I have of course confirmed that my credentials work on the education plan site.

Coach Jon

@admarkowitz, Thank you for confirming.

We have gone ahead and escalated this issue. We will update you here on the status of this escalation as we receive updates ourselves going forward.

Thanks,

Coach Jon

EWC - 11270733

admarkowitz

Thank you!

Coach Jon

Hello @admarkowitz,

Thanks for your patience. Our service provider came back with an update, and they would like for you to try connecting again in the product.

If the problem still exists after trying again, please provide us with the following information:

1. A screenshot of the Accounts Summary page from the bank's website that lists all accounts and balances (feel free to redact any personal info) and has a wide enough scope to show the page URL (this must be taken from a web browser and not a mobile browser).
2. A screenshot of how MFA looks when signing in on the bank's website
3. A screenshot of how the MFA window looks in Quicken Simplifi

Thank you,

Coach Jon

Coach Jon

Hello @admarkowitz,

Just reaching out again to see if you had a chance to try connecting again in the product. Please let us know how this goes, as well as provide the prior asked-for information if the problem still exists.

Thanks,

Coach Jon

admarkowitz

Hello — I tried to log in again and got hte same error. Here are the attached requested items. Let me know if you need anything else.

Login/MFA Pages (in order, after entering username)

Then once logged in - here is the first page:

And then the main account page (the URL section pasted separately)

The quicken MFA:

Coach Jon

Hello @admarkowitz,

Thanks for the requested information! I have resubmitted the escalation and will provide further updates on the status of the issue here as we receive new information going forward.

Thank you for your patience,

Coach Jon

EWC - 11270733

Coach Jon

Hello @admarkowitz,

Our service provider came back with an update. They would like for you to try connecting again in Quicken Simplifi to determine if the issue is resolved.

Let us know!

-Coach Jon

admarkowitz

hello ! I am still getting the same error.

Coach Jon

Thanks @admarkowitz!

I went ahead and resubmitted the escalation and let our service provider know! I will continue to keep you updated!

Thank you for your patience,

Coach Jon

EWC - 11270733

Coach Jon

Hello @admarkowitz,

Our service provider came back requesting a debug session with you. Before we can request this session we need a little information, please. Feel free to DM me this information:

1. Confirm that the email address and phone number listed on your Quicken Simplifi Account are your best contact info.
2. Provide your general availability over the next few weeks, and please also include your time zone with this.

Thanks,

Coach Jon

admarkowitz

Hi!

Yes, that info is all up to date and correct. I would love a debug session thank you. I am free any after 12 MST (business hours) this week and next week. Will this be scheduled? Or will I just be getting a call. How can I verify that these folks are who they say they are when they call, given that we may be discussing sensitive information during the session. Thanks for your help!

Ari

Coach Jon

@admarkowitz,

Thanks for the quick reply! Does the time you gave (12 MST) work for the next few weeks to a month? And to clarify, is that 12:00 PM MST? They do not schedule super fast, so we want to make sure we have your availability covered. Once we request the session, our team will email you a date and time and schedule it with you. You will know it is us because the email will be a quicken.com email address.

Thanks,

Coach Jon

admarkowitz

yes after 12 PM MST will work for most business days for me for the next few weeks to a month

Coach Jon

Hello @admarkowitz,

Thanks for letting us know about your availability. The last thing we need is for logs to be sent. Instructions to do so can be found below:

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.

Thanks,

Coach Jon

Coach Jon

Hello @admarkowitz,

Just checking in again to see if you were able to send those logs we requested. Let us know when you are able to send those over.

Thanks,

Coach Jon

Coach Natalie

@admarkowitz, we just wanted to reach out one last time to see if you've been able to submit those logs so we can request a session. Also, since some time has passed, have you given the connection a fresh try?

Please let us know, thanks!

-Coach Natalie

admarkowitz

Hi! I just tried again and it still doesnt work. I sent the logs over as requested.

Coach Jon

Hello @admarkowitz,

Thanks for the information! We have gone ahead and requested the debug session. Be on the lookout for an email from someone at Quicken, as they will be reaching out soon to set that session up with you.

Thank you,

Coach Jon

CTP-11150

admarkowitz

ok! thanks

dont

@admarkowitz you might want to retry the connection again, because my issue which was identical to yours was fixed a few days ago.

https://community.simplifimoney.com/discussion/comment/42207

admarkowitz

@dont THanks for letting me know! unfortunately I am now getting a different error FDP-163

Coach Jon

Hello @admarkowitz,

Thanks for following up and letting us know about the new error. Once you receive that email I mentioned from Quicken and get scheduled for your debug session, an engineer will work with you in real-time to troubleshoot these issues. Until then, be on the lookout for that email!

Thank you,

Coach Jon