Connection Error - American Express (Finicity)
Getting the following Connection Error when trying to update American Express credit card accounts (Finicity). We're unable to establish a connection to your financial institution. Try again later. (102). Tried resetting connection but it didn't work.
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Hello @5thompson,
Thanks for reaching out! Sorry to hear about the connection trouble. The first thing I would suggest is to try connecting from a different browser/incognito mode to see if that works. If that does not work, then your user token may have expired.
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 reset the connection for the bank.
- 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.
- Make sure that you are the owner of the account and that the account is not shared.
Let us know how that goes!
-Coach Jon
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Followed the instructions you provided and 1) confirmed that there are no third party lined apps on the Amex website, 2) made accounts manual, and 3) tried adding account to establish fresh connection; but still received same connection error message. Also tried to use Google Chrome instead of Apple Safari and got the same connection error message. Reminder that I am on the Finicity platform.
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Thank you for your reply,
So that we can further investigate this issue, please provide the name of the affected account(s) as it appears in your Quicken Simplifi and as it appears on the financial institution website.
Also, please send logs. To do this, please follow these steps:
- 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 Kristina
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Followed your instructions and sent the feedback as requested.
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Hello @5thompson,
Thanks for the requested logs! Could you also provide the name of the affected account(s) as it appears in Quicken Simplifi and as it appears on the financial institution's website? This can be directly messaged to me for privacy if you prefer.
-Coach Jon
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the affected names on Quicken are “Amex Platinum Card” and “Amex Corporate Card - EY” and the names on the American Express website are “Platinum Card” and “Corporate Card.”
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Since my initial note, I've continued each day to try to re-add Amex to my financial institutions; however, I still continue to receive the following error, "We're unable to establish a connection to your financial institution. Try again later. (102)" Just a reminder that I am on the Finicity platform. Looking back on my communications history with the support team, I note that this is the third time in past six months that this Amex connection problem has resurfaced. The last time it occured was in October 2024 and the time before that was in July 2024. I am not privy to what actions, if any, either Quicken Simplifi, Finicity, or Amex took to resolve those prior outages, but I thought it would be helpful for you to know that this recurring issue appears to coincide with quarter-end calendar dates (i.e., the July 2024 outage coincided with a June 30, 2024 quarter-end date; the October 2024 outage coincided with a September 30, 2024 quarter-end date; and the most recent January 2025 outage coincides with a December 31, 2024 quarter-end date). Obviously, I don't want to go through this connection issue every quarter going forward. Perhaps it is related to quarterly software updates or similarly scheduled activities. I hope this information proves useful.
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Hello @5thompson,
Thank you for the response. I am not sure of the cause for this issue, but we will work to verify and come up with a resolution/fix. Can you please supply a screenshot showing the error within Quicken Simplifi?
-Coach Jon
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Here you go.
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Hello @5thompson,
Thank you for your patience. I have escalated this issue and will be sure to keep you updated here going forward.
-Coach Jon
CTP-12083
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Thanks, please give me informed. Although I only raised the issue on January 24th, I haven't been able to connect or receive any Amex credit card transactions since January 16th.
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I changed my password on the Amex website and then, of course, updated my password on Simplifi (Finicity). Now, I get a new error message
I've double checked and triple checked that my username and password is entered correctly. I've signed in and signed out of both Simplifi and Amex websites, I've emptied my cache, I've waited 24 hours, I've re-booted my computer, all to no avail. My Amex card is my primary credit card and without access to my transactions for 3 weeks now, it renders this application, which I pay for, virtually useless to me. Obviously, the Finicity platform is unstable and unreliable, yet Quicken continues to randomly assign customers to it. My patience is worn out.
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Hello @5thompson,
Thanks for reaching out! I can see from our side that you are no longer receiving the 102 error with American Express, so that is good. As for this 103 error, I would try temporarily updating the credentials you use to log in at the bank's website and then try connecting again within Quicken Simplifi. We recommend NOT using the following special characters: & < > / \.
-Coach Jon
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I think you might have missed or skipped the sentence I typed just before the attached screen shot…"I changed my password on the Amex website and then, of course, updated my password on Simplifi (Finicity). Now, I get a new error message."
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Hello @5thompson,
I apologize, I must have missed the sentence before the screenshot. In that case, let's have you try the steps I shared previously for this new error you are receiving:
If that still doesn't work, please go ahead and provide logs to us:
- 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
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Coach Jon - if you look earlier in this message chain, you will see that on Jan. 25th, Coach Kristina requested the same Feedback, which I promptly provided. Please explain how repeating this process will move us any closer to a resolution of the continuing (and repetitive )connection issues between Finicity and American Express or Finicity and all the other sites identified by users in similar posts. I want to be helpful (and respectful), but as a user who has experienced these intermittent connection issues on multiple occasions, it all seems to be a bit of run-around without resolution. How will providing this feedback again bring us any closer to resolution than the previous feedback I already provided?
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Hello @5thompson,
I can understand the confusion. Logs themselves capture recent events within Quicken Simplifi. This is why we would request them in this case since this is a new error code.
Hope that makes sense!
-Coach Jon
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feedback sent as requested.
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Hello @5thompson,
Thank you for the requested information. I have reported this to our product team and will follow up with you here when I have more information.
-Coach Jon
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Hello @5thompson,
Thanks for your patience! Our product team would like you to try going into incognito mode in your web browser and then signing in to the American Express website. Let us know if you are able to login successfully.
-Coach Jon
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Tried incognito (i.e., private browsing) mode on Apple Safari. No luck, although this time it returned the previously reported 102 error (unable to establish a connection, try again later) as opposed to the 103 error (sign-in information does not match this account, try again or reset your password). Also tried Incognito mode using Google Chrome and got the same 102 error (multiple times). Also tried private browsing mode using Firefox, same 102 error and then after another attempt, got the 103 error. Seems like the error codes and random or interchangeable but there is clearly a handshake issue going on between Finicity and Amex.
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P.S. In the event you wanted to know if I could simply log into the Amex website in incognito mode, the answer is yes. I have no problems logging into the Amex website on any browser in either normal or private modes.
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I continue to try to add Amex credit cards each day. During my last attempt (just moments ago), I actually made it past the initial account log-in screen to the next step, which asked me how i wanted my one-time verification code delivered (i.e., via text or email). After choosing email, I then actually received the one-time verification code via email and entered the code in Quicken Simplifi…only to then receive the dreaded 102 error again. Kindly pass this latest error along to your support team as it demonstrates another connection point at which there is an error or a failure to communicate between Finicity and Amex.
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Hello @5thompson,
Thank you for following up! Can you supply more logs once again? This will help us verify what is going on in this situation.
- 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
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I can't believe that this is the best you can do…why does Quicken continue to support the Finiciity platform if you seem to have little to no influence on the company's ability or the product team's ability to address your users' connectivity issues in a timely manner? Other than this third request from Quicken to supply a log, there has been no other update from anyone on the Quicken or the Finicity side. Your latest note, which states, "this will help us verify what is going on in this situation" is farcical. I'll tell you what's going on, there is a major issue in the connection/authorization process between Finicity and Amex which leads to completely random error messages that do not necessarily reflect the nature of the connection issue. Sometimes it's a 102 error (unable to establish a connection), sometimes it's a 103 error (sign-in information does not match), sometimes it goes through one layer of authentication only to fail midway through the authorization process again. No amount of user logs is going to alter the fact that Finicity is prone to connectivity issues (as I've mentionedd this occurs every quarter with Amex) and the poor customers who have been randomly assigned to this platform have to grin and bear it. Quicken's approach to customer service is awful since it refuses to migrate Finicity users to its main platform and my only choice is to delete my account, start all over again and cross my fingers that I'm not assigned to Finicity again. I hope you can sense the level of frustration that I (and likely other Finicity users) feel…I can't believe that I pay for this service.
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Hello @5thompson,
I can understand your frustration and I know this may seem like we are requesting the same information again. When we ask for logs, we are requesting them to see and verify what events have transpired within your dataset so that we can determine an appropriate resolution. Once I receive them, I can pass the information along to our product team.
I hope this makes sense.
-Coach Jon
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No, it actually makes no sense, but I sent another log anyway.
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Hello @5thompson,
Thank you for your continued patience. I have sent that over to my product team and will follow up with you here when we have more information.
-Coach Jon
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Here are screen shots of my latest attempt to re-add the Amex account today. Typically, I'd have to first go through either a 102 or 103 error on each attempt, but today we started out positive with an immediate Security Challenge pop-up of "Select where you would like to receive your code"; this was optimistically followed by the next Security Challenge pop-up "Enter the code you received", I was hopeful when I received the Connecting Accounts pop-up; followed by the Still Working pop-up (uh-oh, we know what comes next), followed by the inevitable 102 Connection Error. P.S. before you suggest it, it doesn't matter how i choose to receive the authorization code (i.e., SMS or email), the end result is the same.
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I'm concerned that this has fallen off the radar. I have not had access to my Amex credit card account for one month now. Please let me know if there is any progress or attention being give to this issue.
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