USAA accounts constantly losing connection to simplifi

ssparrish
ssparrish Member

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.

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  • Coach Kristina
    Coach Kristina Moderator admin

    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!

    -Coach Kristina

  • ssparrish
    ssparrish Member

    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
    Coach Kristina Moderator admin

    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!

    -Coach Kristina

  • ssparrish
    ssparrish Member

    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
    ssparrish Member

    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
    Coach Jon Moderator admin

    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
    ssparrish Member

    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.

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