Amex Account once again broken (Finicity aggregator and error 916)

marcush43

Hello, this has happened to me twice now, where I am unable to connect my Amex accounts. This thread below (which is now closed) describes my exact situation. Same error, and messages.

Trouble communicating with servers
Gathering additional authentication information in order to proceed with fix. Please attempt to log in (up to 5 times in a row if possible), then try again in 3-5 days. Each attempt will store information needed by engineering to continue to fix the connection. (916)
I have already tried to login 5 times in a row, and will continue to try.

https://community.simplifimoney.com/discussion/comment/37837#Comment_37837?utm_source=community-search&utm_medium=organic-search&utm_term=american+express

Is it possible to open another support ticket to work on this. Alternatively, is it possible to switch my account to not use Finicity. I find it a bit absurd that there is no way to change this from the back end…

Thanks

Coach Jon

Hello @marcush43,

Thanks for reaching out! I apologize for the recent trouble with American Express. I can see from our side that you are receiving this 916 error. We aren't able to submit a support ticket for this issue due to it being fixed on Finicity's side. Additionally, at this time, it's not possible to switch from Finicity to another aggregator.

I would suggest making the multiple attempts to log in to assist in the process, and then waiting 3 to 5 days to connect again as the error states.

Thanks,

Coach Jon

marcush43

Hello Jon,

I think I will be cancelling my account then if you are unable to switch the aggregator from Finicity. It doesn't make sense to me that I pay for the same product that others do and have a worse aggregator approach. Thanks for your response though.

Coach Jon

Hello @marcush43,

Thank you for the reply. I can definitely understand your frustration. Since it has been a couple days, I would try resetting your account connection to see if that works for you. https://help.simplifimoney.com/en/articles/4857199-when-and-how-to-reset-your-account-connections

Let us know if that works!

-Coach Jon

marcush43

Hi Jon.

I have already done this multiple times, and I still have an account error, and in the past when I have had this issue, I just had to wait a few weeks for this issue to eventually resolve.