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Wealthfront No Longer Syncs. api.database.accountkey.notfound - FDP-103 (edited)

Zerlegen

I noticed my Wealthfront account is not syncing anymore. I'm not sure when it stopped. It says (Care code: api.database.accountkey.notfound) and I need to reconnect my account. I do that, and then I get an error saying:

To connect to Wealthfront, you must re-enter your credentials. If that does not work, try entering them on the website at Wealthfront to ensure they are correct.
Care Code: FDP-103

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Comments

Coach Jon

Hello @Zerlegen,

Thanks for reaching out! an FDP-103 error generally indicates that the credentials being entered are invalid in some way. I do know that Wealthfront uses app-specific passwords. Here is an article from your financial institution with instructions on how to use the app-specific passwords with Wealthfront: https://support.wealthfront.com/hc/en-us/articles/360045750632-Link-to-Wealthfront-with-app-specific-passwords

Let us know if this works for you!

-Coach Jon

Zerlegen

Thank you, Jon. I was not using the app-specific password. I deleted the account from my Quicken Simplifi account and on Wealthfront. I created a new one on Wealthfront and went to add it to my Simplifi account. Unfortunately, I still get the same error using my email address and the app-specific password. Care Code: FDP-103

Coach Jon

Hello @Zerlegen,

Thanks for the reply. I have escalated this issue and will post back here when I receive more information going forward.

Thank you for your patience!

EWC - 11496879

Coach Jon

Hello @Zerlegen,

Our service provider came back with an update. Can you please provide a screenshot showing the error within Quicken Simplifi as well as a screenshot showing 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).

Thank you,

Coach Jon

Hello @Zerlegen,

I am just following up to verify if you have seen my previous message.

https://community.simplifimoney.com/discussion/comment/46505#Comment_46505

Thank you and let us know,

Coach Jon

Zerlegen

https://community.simplifimoney.com/discussion/comment/46708#Comment_46708

Sorry for the delay, I was out of town on business.

Here is the screenshot from Quicken Simplifi:

Regarding the other request. I do not feel comfortable doing that. However, I can tell you after I log in to Wealthfront, the web page URL shows https://www.wealthfront.com/dashboard There I see my account balance followed by the other account information.

Coach Jon

Hello @Zerlegen,

Thanks for the reply! We will need the Account Summary screenshot as well in order to further troubleshoot on our side. As I stated previously, you are free to redact any personal information if you prefer.

-Coach Jon

Zerlegen

https://community.simplifimoney.com/discussion/comment/46921#Comment_46921

What is the account summary page, though? It's the first page I see when I sign on to Wealthfront. What exactly are you trying to see? A screenshot of the first page would show your technicians, but I don't see what information that would give you.

Coach Kristina

Thank you for your reply,

Per @Coach Jon's earlier post, it is information the service provider requested so that they can continue investigating the issue.

https://community.simplifimoney.com/discussion/comment/46505#Comment_46505

Thank you!

Zerlegen

https://community.simplifimoney.com/discussion/comment/47010#Comment_47010

I'm sorry, but I won't be doing that. If there is no solution, I will find another product that will allow me to see this data that I used to be able to see here. Thank you.

As I have expressed before the information you are asking for, if I redacted my personal information would show you nothing. Since all of the information on the dashboard, the screen displayed after logging in is all personal information.

Coach Jon

Hello @Zerlegen,

We can understand your frustration, however, in order to further troubleshoot and escalate this issue we will need the required information. If you do not feel comfortable enough to share that here, you can directly message me the requested information as well.

-Coach Jon

Zerlegen

https://community.simplifimoney.com/discussion/comment/47072#Comment_47072

Again this makes no sense. Here is the screenshot with everything redacted:

wealth.png

Coach Jon

Hello @Zerlegen,

I'm afraid there may be confusion occurring here. The Account Summary needs to show both the URL and the page that lists all accounts. By redacting personal information, we mean you can redact the balances and other personally identifiable information. It needs to show the full page without cropping. I hope this makes more sense.

-Coach Jon

Zerlegen

https://community.simplifimoney.com/discussion/comment/47101#Comment_47101

That is what I have been trying to point out and say here now repeatedly. When I sign in to my account at Wealthfront, the entire first page shows my balance, balance history chart, followed by my name. So yes, as you stated I could redact the information, I did. This is why I'm saying it doesn't make sense that you are asking me for this information. That screenshot is the entire page with information redacted. After logging into Wealthfront the FULL url is ttps://www.wealthfront.com/dashboard Everything else on that page is confidential data.

Coach Jon

Hello @Zerlegen,

We will need the full page uncropped. You can redact the personal information within the page by covering it. I know it may seem like this information is not needed, but our service provider does need this information in order to continue troubleshooting.

Thank you

-Coach Jon

Zerlegen

https://community.simplifimoney.com/discussion/comment/47139#Comment_47139

I have sent you this in a private message.

Coach Jon

Hello @Zerlegen,

Thank you for the requested information! I have submitted this information to our service provider and will be sure to follow up here once we have a status update on this issue.

Thanks for your patience!

-Coach Jon

EWC - 11496879

Coach Jon

Hello @Zerlegen,

I am back with an update from our service provider. 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:

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

Thanks,

Coach Jon

Hello @Zerlegen,

Just following up to see if you had seen my prior message about scheduling a debug session for this issue? Let us know!

https://community.simplifimoney.com/discussion/comment/47344#Comment_47344

-Coach Jon

Zerlegen

https://community.simplifimoney.com/discussion/comment/47707#Comment_47707

Hi sorry. Unfortunately, I do not have much time free for this.

Coach Jon

Hello @Zerlegen,

Thanks for the update. In that case, I will need to close out this ticket since we cannot continue further at this time.

Thank you for your patience!

-Coach Jon