USAA accounts constantly losing connection to simplifi

ssparrish · January 19

For the last month or two my wife and I's USAA accounts are losing connection to simplifi about once a week or more requiring re-authorizing data sharing each time.

Is there some known issue? Connection has been much more stable in the past.

Coach Kristina · January 19

Hello @ssparrish,

To help resolve this issue, please provide more information. Are you seeing any error messages/codes when the connection is lost in your Quicken Simplifi? Is there anything happening around the same time as this problem (for instance, connecting or updating your USAA accounts in another app)? Do you and your wife have separate login credentials with USAA? Do all the accounts lose connection at the same time, or does connecting/updating one cause the other to disconnect?

I look forward to your response!

ssparrish · January 19

Best I can recall I dont see anything except a message when updating that the connection has been lost and I have to authenticate again to restore it. Restoring the connection works it's just odd that it keeps losing authentication. My wife and I have separate accounts and each is losing authentication/sync at different times. Mine will be working fine when hers disconnects and vice versa. Very weird.

I haven't noticed restoring connectivity to one of our accounts breaking the other immediately. I just find myself having to re authenticate one or the other every few days.

Coach Kristina · January 20

Thank you for your reply,

Is this happening in the mobile app, the web app, or both? If you haven't already done so, please try logging out of the app, then back in again, and test to see if the issue happens again.

If the issue does happen again, if possible, please take a screenshot of the message you see and post it to this discussion (making sure to redact any personal information).

Please let me know how it goes!

ssparrish · January 20

I only use the mobile app. Im not sure why the web interface would report a different sync state since that's done on the server backend, right?

I'll add a screenshot next time I see it. It looks like any time an account prompts to reconnect/re-authorize, nothing unusual besides the frequency

ssparrish · January 24

Ok it just happened again after a few days on my USAA accounts but not my wife's separate login.

This is a screenshot of the error - Care: 324 prompting to reconnect to the financial institution.

Coach Jon · January 24

Hello @ssparrish,

Thanks for the screenshot. Users encounter this error typically when Quicken Simplifi cannot find a matching account within the system. You may receive this error if an account name or number changes at your bank or if an account is closed. Most users would experience this message if you replaced your credit card due to being lost or stolen.

You can reconnect your account and link it to the already existing account in Quicken Simplifi by following these steps:

Hover over the menu on the left-hand side and select Settings.
Select Accounts.
Locate the Financial Institution that's receiving the error and select the three dots at the end of it.
Select Reset connection and then click Reset.
Enter your credentials, then click Connect.
Once your accounts are presented, select the Link option to the right of each account.
Click Link To and select the matching account.
Click Complete when done.

Additionally, since you and your partner are using separate logins under the same financial institution, if you and your spouse are authorized users on each other's accounts, what may be happening is you're accidentally linking everything up under one User ID, which can cause the authorized user accounts to get disconnected. To correct this, when reconnecting the disconnected accounts, be very careful on the screen that lets you link accounts. If you see accounts that are already connected under the other User ID, be sure to ignore those accounts when linking.

Let us know if this helps!

-Coach Jon

ssparrish · January 31

Jon, none of that applies to this situation.

We're on completely separate USAA logins I just sync both accounts on Simplifi to track our finances.

Obviously I know how to reset the connection since that's what I keep having to do to restore connectivity.

Neither of us has opened, closed or reported stolen any account with USAA in years.

Each time I re-authorize I'm approving data sharing for the exact same accounts with the exact same credentials.

Is there a support tier where a developer actually looks at a specific problem like this?

I dont find the boilerplate 'you must have done something to break it' responses helpful. This is a paid service and surprisingly coming from Mint, their support would actually investigate and usually resolve individual account syncing issues, and that was a free product.

Is there any more thorough support than guessing at user error? I have literally zero inputs on this problem. Static accounts and static credentials for over a year suddenly losing connectivity all the time doesnt seem like something cause by my (complete lack of) inputs.

Coach Jon · January 31

Hello @ssparrish,

I can definitely understand your frustration. We inquire this way specifically because it helps narrow down the cause and helps us discover a resolution. Could you let us know what types of accounts these are, as well as provide a screenshot of 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 for your patience.

-Coach Jon

DryHeat · February 14

I just had the same problem with USAA. I was able to reset the accounts and will see if they function correctly as time goes on. In the meantime, here is the error message.

For what it's worth: I just authenticated a new USAA debit card for my checking account this morning. Then when I went on QS this afternoon I had the connection issue. But it was the savings account, not the checking account, that was disconnected. Probably not related, but I thought you should know.

ssparrish · February 16

I've noticed over time that I get the same error as DryHeat above prompting to reconnect the account but if I ignore it it will resolve on it's own within a day or so.

I wonder if it's timing out and prompting to reconnect instead of showing a temporary connection issue prompt, but good luck reaching a developer here.

DryHeat · March 5

I lost connection to USAA again, but with a different "care code" this time:

I have some questions about the reconnection process. (Background: I have 4 accounts at USAA but only want to connect 3.)

(1) When I go through the reconnection process, the account connection window shows 3 counts already list as "connected" to accounts in QS. The 4th is preselected for connection. When I deselect the 4th account (because I don't want it) the "Add" button is inoperative. The only way forward is to click the "X" in the upper right-hand corner. That seems odd, because clicking the "X" usually means canceling the operation. I click the "X" anyway. When I return to my Accounts page my USAA accounts are still unconnected. Reconnection either failed or was canceled.

Q: What should I do to reconnect just the accounts that are already connected?

(2) When I try again, I notice that the initial connection window says I should select all my accounts and that I can "hide" accounts later. I do that, selecting the 4th account that I don't actually want (the other three are already "connected"). Now I can click the "Add" button and all 4 accounts show up in my Accounts list as connected. But I can't find any way to "hide" the account I don't want.

Q: Do I actually have to select all the accounts, including ones I don't want, to get my accounts connected?

Q: Is there really a way to "hide" an account? (Which I would think means at least to remove it from the accounts list in Transactions.)

(3) In the Settings | Accounts page I have the ability to "Make account manual" (but not hide) the 4th account. But the screen for that tells me "this will disconnect from your bank." Does that mean that it will only disconnect the 4th account, or does it actually mean it will disconnect from USAA bank entirely? (I don't want to disconnect the other accounts.)

Q: Will making the 4th account manual disconnect from USAA completely or will it leave the rest of the USAA accounts connected?

DryHeat · March 5

USAA disconnected again, but with a different care code.

I drafted a comment with an image of the alert showing the code, but when I edited the comment it disappeared from the discussion.

Which is too bad because the comment also included a detailed step-by-step of the problems that occurred when I tried to reconnect, along with questions that those problems raised. I can't recreate that now. Just more time wasted.

Coach Jon · March 5

Hello @DryHeat,

Thanks for reaching out! USAA is considered an OAuth API Connection type. If you are encountering an error with an existing OAuth API-connected account, your user token may have expired. This can happen after having the account connected for more than 90 days.

To gain a new token, you will have to revoke Quicken from accessing your bank's website and then reconnect your accounts:

Navigate to the bank's website, sign in, and then remove Quicken's access from the bank's third-party linked apps.
Navigate back to Quicken Simplifi and try connecting the accounts 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.

Let us know how that goes!

-Coach Jon