Mobile App shows biller is disconnected, but web app shows it is connected???

indy patriot

So I have a bank account through Huntington National Bank. I have a checking account there and a mortgage. In the Account section, it shows my checking account as well as my mortgage just great and it connects to them and never fails. But in the biller section of quicken (simplifi), I seem to have to connect to a biller separately. Why is that? Why can't the biller section of quicken actually communicate with the account section of quicken to see that they are the same financial institution, and I only want to track a "billable account" such as the mortgage account in bills and reminders?

But beyond on that.. here is the real problem. I have the mortgage payment as a bill reminder in that same account. In the mobile app on IOS (everything up to date), that same mortgage payment reminder shows that the biller is disconnected. But when I go to my macOS laptop and connect via the webpage, it shows that the biller is connected. yet, the mobile app still shows as disconnected and constantly cannot update the total amount due nor the next due date even after the dozen or so times I have to tried to relink the biller!

Don't know if the underlying code is different or not, but these are my main issues with the Quicken mobile app as well as needing to add the same financial institution as both an account and separately as a biller. Why the two connections, and why does the web version give different information than the mobile version? aren't they accessing the same database?

On a positive note, thank for pulling info from IOS wallet so I can see my savings account, my apple card, and my apple cash in Quicken! I have waited almost a year for that since Mint shut down!

Any help or advice would be appreciated!!!

Coach Jon

Hello @indy patriot,

Thanks for reaching out! To help clarify your situation, can you provide some screenshots showing how the biller looks in both the web and mobile applications? Additionally, can you let us know what the name of the biller is in Quicken Simplifi? This information would help us to better understand what is occurring here.

As for your question on why billers have to be connected separately from accounts, that is because they use different connection methods, in addition to not every financial institution having an associated biller. I hope this makes sense.

Thanks,

Coach Jon

indy patriot

Hey @Coach Jon,

Thank you for responding to the issues I reported.

Mint was able to dynamically adjust the connections internally so that I only had to add an account once. The credentials are the same no matter if it is a standard account or a biller, right? It would automatically pull the standard account information and dynamically change the connection using the same credentials to pull the biller information. In other words, I only had to update one location in Mint with my financial institution's credentials, and the Mint product was able to internally ascertain which areas of the product needed biller information versus the standard account information. It is my hope that Quicken implements this somewhere down the road, because having to maintain the same financial institution in two different locations within the product can get tedious… especially when multiple accounts fail to connect and I have to spend the next 15-20 minutes reconnecting them.

I am not sure which screenshots you wish to see about the difference between the billers, but both of these screenshots were taken today, a few seconds a part.

Mobile: You can see in the dark part that it is the Huntington National bill, and I hit the Options to show that the biller is not connected. The biller is constantly disconnected and I had to manually delete the overdue payments for 11/01 and 12/01 in order to keep them from reporting as overdue. Whenever I try to connect, the "creating secure connection" animation circle just spins and spins and never finishes. When i finally click the back arrow to go back into all my billers, it shows as disconnected still. I usually get a notification at the top of the dashboard that it had problems.

WebApp: Here is a screenshot of just the Huntington account in "All Recurring" in the web app. You can see the connection sub-icon over the "H" icon. If you need to see any other information besides this, please let me know.

Hopefully this information helps you.

Coach Jon

Hello @indy patriot,

Thanks for the information we requested! From our side, I can see that the biller was last showing as Locked. This means that Huntington National Bank requires a one-time verification code to link to your accounts. I would try reconnecting to the biller in the web application, and make sure you are able to receive that code and connect. Then verify if it is showing the same in the mobile application afterward.

Let us know how that goes!

-Coach Jon

indy patriot

Hello @Coach Jon

I have entered the two factor code so many times, I feel like I could become a 2FA service supplying codes to others. The one thing I have not tried is doing it in the web application for the simple fact that it appears to be always connected and had the correct due date for my loan. I will try on the web and let you know

indy patriot

@Coach Jon

I disconnected the biller from the billing reminder. I then authenticated to my financial institution and now all I get are the following error messages: (tried 2 times)

It never offers me to type in my 2fa code.

indy patriot

@Coach Jon I was able to log into the website directly and used the code they sent my phone. I went to this section to make sure 3rd party access was turned on:

indy patriot

@Coach Jon

I tried to connect the biller again. I entered my credentials for the Huntington site. It later prompted me to send a code

I then received the code and entered the code sent to my phone in the next prompt:

It said "Connecting to Huntington National Bank in the top right and never went away.

Finally, after 5 minutes, this came up, but it still didn't connect:

Coach Jon

Hello @indy patriot,

Thanks for following up. It is showing as ProofsMissing on our side at this time. This usually indicates that Quicken Simplifi can't sync with the online biller because your online account requires you to answer additional security questions. Do you see any additional security prompts during the process while connecting the biller?

Thank you,

Coach Jon

indy patriot

@Coach Jon I only get prompted for the 6 digit code, which I enter once my phone receives it. Then, i see it continuing to try to log in… every once in a while it will come up with the "continuing to try in background", but that never seems to end. It never prompts me for anything else besides the 2FA code. the first time.

Coach Jon

Hello @indy patriot,

Thanks for the information. Have you ever been able to connect to this biller in the past? If so, when did you notice that is stopped working?

-Coach Jon