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HSA Bank Investment Account Not Showing Up To Add

timwmson

HSA Bank (hsabank.com) recently updated their investment feature to include an "HSA Invest" account and is requiring all new investment deposits to be allocated to this account. This account is not showing up as available to select when I connect to the bank.

The previous investment account option (through Schwab) is showing up.

I'm concerned I am going to lose visibility on my HSA investment balances if this is not available.

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Coach Jon

Hello @timwmson,

Thanks for reaching out! To help clarify your situation, with the previous investment account option do new transactions no longer download in Quicken Simplifi? Are you trying to add your new account through the HSA Bank instance in Quicken Simplifi, or through Schwab? Can you also provide a screenshot showing the account is missing in the Add Account window in Quicken Simplifi when you try to connect?

-Coach Jon

crowtein

I'm also experiencing this problem.

Coach Jon

Hello @crowtein,

Thanks for the reply! Can you also supply the above information I requested as well if you are experiencing the same issue?

https://community.simplifimoney.com/discussion/comment/45569#Comment_45569

-Coach Jon

timwmson

Thanks @Coach Jon.

To clarify, the transactions from the previous Schwab linked investment account are still downloading from both Schwab and HSA Bank (I hide the balance from HSA Bank in order to avoid double counting). The problem is that the new investment account doesn't show up to add. I am no longer able to add to the Schwab-linked account, so all future transactions will take place in the account that Quicken Simplifi doesn't see.

Coach Jon

Hello @timwmson,

Thanks for the clarification. If you could please provide the following information, this would assist us in further troubleshooting:

Has there been any activity in the account in the last 90 days?
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?
Is the account a subtype of a different account?
Has the bank made any recent changes to its website or sign-in process?
Are you the owner of the account?
The name of the account, as it appears on the bank's website.
If the issue is occurring on an existing Quicken Simplifi account, the name of the account as it appears in Quicken Simplifi.
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).

Thanks,

Coach Jon

timwmson

There has been activity in the account in the last 90 days
I am not directed to a different URL. The account balance, transactions, and ability to update investment options are all managed through the hsabank.com website
Not sure. It is an investment account that is managed independently of the HSA savings account that is also managed at hsabank.com
Don't think so
Yes

7. It is not happening on an existing account because I can't see that account to connect to. It is with this account provider:

Coach Jon

Hello @timwmson,

Thanks for the information. We have escalated this issue and will be sure to follow up here when we receive new information going forward.

-Coach Jon

EWC - 11461751

Coach Jon

Hello @timwmson,

Thanks for your patience in this matter. If we can have you submit logs to us, this would be helpful in continuing this escalation.

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

Thank you,

Coach Jon

timwmson

@Coach Jon - Feedback report sent.

Coach Jon

Hello @timwmson,

Thank you for the requested information. I have escalated this issue and will be sure to follow up here with updates on this issue going forward!

-Coach Jon

CTP-11789

chaos9

Glad to hear the issue has been raised — I just noticed this as well.

timwmson

Hey @Coach Jon - any update on this issue?

Coach Jon

Hello @timwmson,

We are still working on a resolution for this issue at this time. I will be sure to follow up here when we receive new information!

-Coach Jon

futurepotato

Hi @Coach Jon,

I'm posting here to track progress on this issue. My situation is similar to the others in this post - I make contributions to HSA Bank and invest using their HSA Invest service. I have the HSA Bank account synced with Simplifi and can see my paycheck contributions appearing there - but when funds are automatically invested, it appears as an expense in my HSA Bank account, and I am not able to track the HSA Investment account in Simplifi at all.

Coach Kristina

Hello @futurepotato,

The ticket created for this issue, CTP-11789, is open and in work. No ETA or further information is available at this time.

Thank you!

subiemat

I am having the same problem. Support has been less than helpful after I have sent several screenshots and answered several questions. They fail to realize we are paying for this service…

subiemat

[removed] several others I have tried have all fixed this issue already.

Coach Jon

Hello @subiemat,

We can definitely understand your frustration. We did report this issue to our product team and the issue is being worked on. We will be sure to post here when we have more information.

-Coach Jon

Coach Jon

Hello @timwmson,

Thanks for your continued patience. I am back with an update on this issue. We would like you to try connecting again so we can see if the account can now be added correctly. Please do this with a fresh connection. You can make the accounts manual and then use 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 and add the new account if it is available. Let us know if this works!

If it still continues to not be able to add the missing account, can you please provide a screenshot showing the account discovery screen so we may see what is being discovered versus what is missing in Quicken Simplifi. The account discovery screen is the window that appears when connecting to a bank within Quicken Simplifi that shows all of the accounts available to be added.

We will also need new logs to be sent if you can do that, please.

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

-Coach Jon

crowtein

I just went through the steps to do a fresh connection and the investment account is still at a zero balance. This does not appear to be fixed. It finds the account fine on the account discovery screen and adds it, but nothing shows up for the balance, holdings, and transactions. The savings account however still works. Strangely, Simplifi calls the investment account "Ameritrade". Not sure if it is Ameritrade behind the scenes but no where in the HSA Bank portal is there a mention of Ameritrade.

crowtein

Here is a screenshot of the account discovery screen.

System

This discussion was created from comments split from: HSA Bank Investment Account Not Showing Up To Add.

Coach Jon

Hello @crowtein,

Thanks for letting us know! To clarify your situation, both accounts download, however the "Ameritrade" account that downloads doesn't include transactions, a balance, or holdings at all, correct?

Can you provide a screenshot showing what the "Ameritrade" account looks like on the bank's website? As well as a screenshot showing what the account looks like in Quicken Simplifi. Feel free to redact any personal information.

-Coach Jon

subiemat

https://community.simplifimoney.com/discussion/comment/49747#Comment_49747

Did not work for me. Still only shows the savings account and not the investment account.

Coach Jon

Hello @subiemat,

Thank you for letting us know. If you can provide the same requested information, this would be helpful in determining what is occurring here.

https://community.simplifimoney.com/discussion/comment/49747#Comment_49747

-Coach Jon

crowtein

Hey Jon thanks for the help. I don't think that "Ameritrade" account is correct. It's probably pulling in that name from the previous integration before they started HSA Invest. And I'm happy to get my own thread but I don't think this is different than what the other folks were experiencing. My account looks just like the screenshots that @timwmson posted

Screenshot 2025-03-18 at 10.29.33 AM.png

Coach Jon

Hello @crowtein

Thanks for the screenshots. As for why this was split from the other thread, that is because it appears your situation slightly differs from theirs. In your situation, both accounts download, but the "Ameritrade" account doesn't appear to have any transaction activity. In the other thread, one of the accounts is not appearing to select to be added at all within Quicken Simplifi. I hope this makes sense.

Regarding your issue, can you let us know what balance is shown for this account on the bank's website? Additionally, can you provide logs?

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

-Coach Jon

dont

I tried this with my HSA bank account. It did not show the 'HSA Invest' account. There may be an additional wrinkle that is confusing developers:

As the original poster indicated, HSA bank stopped using Schwab (which used to be Ameritrade) for the invested portion of your HSA. However, we still have access to the investments in Schwab and it shows up through HSA bank website. It just that we can no longer add funds and any investments that are sold will have the proceeds moved into the HSA checking account.

When I re-add the account, it will show the HSA checking account and the Schwab (which simplifi labels Ameritrade) portion. But nothing about 'HSA Invest'.

Coach Jon

Hello @dont,

Thanks for the information. To clarify, the new account, "Ameritrade", that is available to add into Quicken Simplifi when connecting, is separate from the HSA Invest account you are expecting to be able to add, correct? Does this "Ameritrade" account download transactions/balances correctly for you?

-Coach Jon

crowtein

As someone pointed out better than I did on the other thread, the "Ameritrade" account is actually the old Schwab account before they started their own HSA Invest account. I don't have any money in the Schwab/ameritrade account, so I suppose you could say that is working, but it is not the account I am trying to add. Therefore, I do think I have the same problem as the others where my HSA Invest account is not coming through to simplifi.

I have submitted the feedback on the app.