Human Interest connection doesn't work with 2FA (but does without)

clintval

I have the same issue as these closed unresolved issues:

https://community.simplifimoney.com/discussion/6834/human-interest-doesnt-work-unless-i-turn-off-mfa
https://community.simplifimoney.com/discussion/9391/connecting-human-interest-401k-does-not-trigger-2fa

When making the connection, Simplifi presents a dialog for inputting the 2FA code and correctly presents the last 4 digits of my phone number. Although there is a missing space in the message so it looks like:

We sent a code to the phone number ending in####

I've waited a few dozen minutes for the 2FA code to arrive via SMS and it never arrives.

There are no alternate ways to do 2FA on Human Interest.

I experience this both on mobile and on the web app.

I have turned off 2FA on Human Interest and I can refresh the connection, but turning 2FA back on again means Simplifi cannot connect to Human Interest.

Coach Jon

Hello @clintval,

Thanks for reaching out! Are you prompted to perform MFA at all in Quicken Simplifi, or do you just get a screen that asks you to enter a code you never received? If you edit the MFA phone number on the bank's website and then save it, does it then send the MFA code in Quicken Simplifi? If you are not being prompted, I would suggest going to Settings > Accounts and resetting the account. https://support.simplifi.quicken.com/en/articles/4857199-when-and-how-to-reset-your-account-connections

Let us know!

-Coach Jon

clintval

Hi @Coach Jon, after selecting Human Interest as an account to add, inputting my username and password, I am presented with a screen that asks for the code sent to my phone number. Here is a screenshot (I redacted my last 4 digits of my cell with the "#" symbol):

But no code is ever sent to my cell phone. When I log in to Human Interest a code is sent to my saved cell phone number and I can successfully pass through the MFA step. I am not able to change my phone number in Human Interest because it is my only phone number and it is the only way in which they allow for MFA. As in, if I change my phone number, I will lock myself out of my own account since I will not be able to receive the MFA code.

Coach Kristina

Thank you for your reply,

Thank you for the additional information. The screenshot you provided indicates this is happening in the web app. Do you have the same issue when trying to add the account through the Quicken Simplifi mobile app? Are the last 4 digits of the phone number that show in Quicken Simplifi correct? Is the text message eventually arriving, just too late to be useful, or is it not showing up at all?

Thank you!

clintval

Do you have the same issue when trying to add the account through the Quicken Simplifi mobile app?

Yes, the behavior is exactly the same in the web app and in the mobile app.

Are the last 4 digits of the phone number that show in Quicken Simplifi correct?

Yes, the last 4 digits of the phone number is correct and match my cell phone number and match what I configured in Human Interest.

Is the text message eventually arriving, just too late to be useful, or is it not showing up at all?

The text message never shows up when trying to connect with Quicken Simplifi.

I can directly successfully login to Human Interest with my username, password, and MFA (the text code is sent!).

So the issue appears to be with the Quicken Simplifi connector to Human Interest. It almost (but doesn't) works…

Coach Kristina

Thank you for your reply,

So that we can further investigate this issue, please send us a feedback report with log files attached. You can do this by following these steps:

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.

Thank you!

clintval

@Coach Kristina, done!

Report created and sent with reference ID 461926819131070468

Coach Natalie

@clintval, thank you!

We have submitted an escalation for the FDP-185 error you're experiencing with Human Interest and explained that you never receive the MFA code via SMS. We will post back with updates!

-Coach Natalie

EWC-11418535

defiantgoat

Having the same issue.

Coach Natalie

@defiantgoat, thanks for posting to the Community!

When viewing your connection attempts from our end, I can see that you're also receiving an FDP-185 error with Human Interest in Quicken Simplifi. To clarify, how are you asking to receive the MFA code? Does the code ever show up? If possible, have you tried receiving the MFA code via any other method, such as email?

Please let us know so we can best assist!

-Coach Natalie

Coach Natalie

@clintval, thanks for your patience as this issue is being worked on!

We've received an update from our service provider and they'd like you to give the connection another try with MFA enabled. If the issue persists where you never receive the text message with the code, we'll need to gather a specific screenshot from you:

• A screenshot of the Accounts Summary page from the bank's website that lists all active accounts and has a wide enough scope to show the page URL. This is the landing page after signing into the bank. Since the image needs to be wide enough to show the page URL, it is best taken from a computer web browser. Please redact any private info, such as account numbers.

Let us know how it goes!

-Coach Natalie

Coach Natalie

@clintval, have you had a chance to give it another try?

Please let us know!

-Coach Natalie

clintval

@Coach Natalie I'll try today!

clintval

Hi @Coach Natalie I tried again and I have the exact same issue. I provide my HumanInterest username and password to Simplifi and after a few moments, Simplifi gives me a popup to input my 2FA code sent to my cell and correctly lists the last 4 digits of my cell phone number:

However, no text messages arrive to my cell phone. When I login directly to Human Interest using the following URL, I am prompted to input a 2FA sent to my cell as a text and it does arrive allowing me to access my account.

• https://app.humaninterest.com/login/

So the issue still exists with Simplifi and it is unchanged and still as I described it initially.

Here is my login portal to Human Interest with my name, my employer, my total value, and my percent yield redacted:

Coach Natalie

@clintval, thank you!

I resubmitted the ticket and will post back with the next update.

Coach Natalie

@clintval, can you give the connection another try, please?

If the issue persists, I'm going to escalate this a different way. To do so, please provide the following additional data:

1. If the error is occurring on an existing account, the name of the account as it appears in Quicken Simplifi.
2. The name of the account, as it appears on the bank's website.
3. A screenshot of the MFA area of the bank's website that shows there are no other options besides SMS (feel free to redact any private info; we just need to prove that there are no other MFA options to try).

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.

Thanks!

clintval

@Coach Natalie I tried again just now on the desktop app / website and have the same issue.

I submitted a report moments after making the attempt:

report created - reference id 464676261172228098

The error is not occurring on an existing account in Simplifi, I am trying to add it for the first time.

I should note that when HumanInterests asks for the 2FA code it is sent by SMS immediately with almost no perceptible delay which is impressive. But when triggered by Simplifi, the SMS never arrives. You can see that there is no other way to use 2FA with Human Interest in the following screenshots:

My Name > Profile > Security:

My Name > Profile > Security > Update:

Since this is a single 401k account sponsored by my employer, there is no name of the account visible anywhere.

Coach Natalie

@clintval, thank you!

What is the name of the account, as it appears on the bank's website? Is it the name of your company that was redacted in one of your screenshots above? You can send it to me via DM for privacy.

Coach Natalie

@clintval, did you see my last message?

Thanks!

clintval

@Coach Natalie, sorry for the delay. Holidays.

Yes, the name of the account is my employers name. I will DM you.

Coach Natalie

@clintval, thank you!

I got this escalated via a different route and will post back with updates. This route will take longer, but we should see results from it. 🙂

CTP-11828

Coach Natalie

@clintval, thanks for your patience as this issue is being worked on!

I heard back from our engineering team, and they'd like you to give the connection another try. They also stated that 100% of the time we are returning the MFA from our end (they confirmed this in your log files), so there's a possibility your cell phone provider was having an outage at that time, or blocking the code.

Let me know how a fresh attempt goes!

Coach Natalie

@clintval, were you able to take a look at my latest update?

https://community.simplifimoney.com/discussion/comment/47933#Comment_47933

Thanks!

clintval

Hi @Coach Natalie, I tried again just now and the same exact thing happens. No text message is actually sent to my phone. If you think my carrier is interrupting the message, I can try setting a different cell phone number on Human Interest held by a different carrier. I do notice Human Interest has this prompt:

Enter the code sent to the phone number ending in ####.

But Quicken has this prompt:

We sent a code to the phone number ending in####

I still think there is an issue here, unfortunately.

Coach Natalie

@clintval, thanks for the reply!

When viewing your connection attempts from our end, I'm seeing successful aggregation with Human Interest. I also see a connected Human Interest account in your dataset that is listed as a 401k. Your escalation states that you were unable to add the account due to not receiving MFA, so have you been able to add it now? If so, is it due to disabling MFA with the bank, or what allowed this?

Let us know!

clintval

@Coach Natalie at least for right now I had turned off 2FA so I could get some data into Simplifi but plan to turn it back on shortly for security sake.

Coach Natalie

@clintval, let me know once you're back in the error state, as we will need to see this from our end to re-submit the escalation. I would also go ahead and try having the MFA sent to a different phone number, just so we can rule out their "carrier is blocking" theory.

Let me know how things go!

clintval

Hey @Coach Natalie I used my girlfriend's cell phone number for 2FA to test a different carrier.

I've been using my Google Pixel on T-mobile but she uses an iPhone on Verizon.

Unfortunately I hit the same exact issue and the 2FA text message never arrived to my girlfriend's phone.

When logging into Human Interest normally via the website using her cell as 2FA, it does work.

Human Interest successfully sends SMS to both our phones without Simplifi in the middle.

So I do not think the carrier is blocking the messages.

I switched 2FA back to my phone number and Simplifi once again cannot connect.

But I am noticing that instead of a simple SMS, Human Interest is now using Twilio Verify.

I don't remember seeing this before, so maybe things are different and Simplifi will have an easier time developing this connection?

Coach Natalie

@clintval, thank you!

I let our engineering team know and shared the Twilio Verify part with them. I will post back with the next update! However, can you send fresh logs again as well so I can also attach those to the ticket?

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.

Please let me know once the logs are sent!

clintval

@Coach Natalie, sent!

Fordstang93

I'm having the same issues with the SMS never coming through but only for the Simplifi. I get SMS when accessing the Human Interest account from a web browsers. I haven't seen the Twilio thing yet…