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Missing accounts with AIG Retirement

System

This discussion was created from comments split from:

Valic/AIG No Longer connecting.

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Accounts

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rscotton

I'm in a similar boat as OP. I had 3 accounts, then 2 of the 3 stopped connecting. Today, I removed then tried to re-add them from scratch - now, only 1 of the 3 accounts show up. The account I see is an employee transfer / rollover account, but the individual contribution and employer match account aren't showing up.

Coach Kristina

Hello @rscotton,

Thank you for letting us know you're encountering this issue. Since you are able to connect, but it's not seeing all your accounts, we'll start troubleshooting by asking questions about factors that can cause an account to not be visible to Quicken Simplifi. Please answer the questions below:

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 financial institution made any recent changes to its website or sign-in process?
Are you the owner of the account?

I look forward to your response!

rscotton

Has there been any activity in the account in the last 90 days?
- There has been activity in the account in the last 90 days, they're all collecting interest. These accounts worked just fine a couple weeks ago or so.
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?
- No
Is the account a subtype of a different account?
- I'm not sure how to answer this.
Has the financial institution made any recent changes to its website or sign-in process?
- They have recently changed their dashboard as OP mentioned. Log in process has not changed and still works fine on their website.
Are you the owner of the account?
- My partner is and I use their credentials

Coach Kristina

Thank you for your reply,

Thank you for answering those questions. It sounds like the most common causes don't apply, although it's possibly due to the changes to the financial institution's website.

So that we can further investigate this issue, please provide the following information:

The names of the accounts, as they appear on the financial institution's website.
The names of the accounts as they appear in Quicken Simplifi.
A screenshot of the Accounts Summary page from the financial institution'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).
A screenshot of the Add Account screen in Quicken Simplifi showing that the account in question is missing at account discovery.

Note, if you are not comfortable posting this information to this discussion, please send the information via DM.

Thank you!

rscotton

Responded in DM

Coach Natalie

@rscotton, thank you for providing the requested info!

I have gotten your missing accounts escalation submitted and will post back here with updates.

EWC-11588672

Coach Natalie

@rscotton, we heard back from our service provider, and they'd like you to give the connection another try. If you are still unable to add the accounts, they will need the last 4 digits of the account numbers.

It looks like they will also need a fresh screenshot of the Account Summary page from the bank's website. They need to see all of your active accounts, as well as the URL at the top. In the screenshot you provided prior, I only see the non-matching account.

Thank you!

rscotton

@Coach Natalie Please check the screenshots again. The nature of their dashboard update obscures all of the accounts behind a scrollable window that obscures a holistic view of all accounts. That is why I sent more granular screenshots of that section after scrolling. I will DM you the names of each along with the last 4 digits of each.

Also, I did not receive emails notifications for your last two follow ups (I checked my spam folder too - nothing.) So, it seems there are also issues with that.

Coach Natalie

@rscotton, thanks for sending the additional screenshot of the accounts listed on the bank's website. I do not see what you mean by obscuring the accounts behind a scrollable window, but between the 2 images you've provided from the bank's website, we can now see all 3 accounts and the URL at the top, so this is perfect. I resubmitted the ticket and will let you know when I hear back!

As for not receiving Community email notifications, I'd suggest making sure your notification preferences are properly set:

https://community.simplifimoney.com/discussion/2864/how-to-enable-community-notifications

You can also try signing out and back into the Community to refresh everything. The other thing you can do is bookmark this thread:

https://community.simplifimoney.com/discussion/2900/how-to-bookmark-threads-and-follow-categories-in-the-community

Let us know how it goes!

Coach Natalie

@rscotton, our service provider has updated the ticket stating that they have implemented a fix. Can you give it another try and let us know how it goes, please?

Thanks!

rscotton

@Coach Natalie it is working as expected now, thank you!

Coach Natalie

@rscotton, woohoo!

rscotton

@Coach Natalie I'm continuing to see issues here. I saw similar issues before I opened a support ticket. Accounts are failing to connect across the board with a FDP-106 error. Error states I must reconnect to resolve - but after attempting this multiple times, I'm met with a message that I've already added all accounts at this bank.

This is getting super tiresome…

Coach Natalie

@rscotton, thanks for letting us know!

I definitely understand how frustrating continual connection problems can be. I wonder if the bank has some changes or something going on on their end. For the FDP-106 error, please try these steps:

Make all of the accounts with this bank manual by following the steps here.
Once you see the account(s) listed in the Manual Accounts section under Settings > Accounts, go back through the Add Account flow to reconnect to the bank.
If the connection is successful, carefully link the account(s) found to your existing Quicken Simplifi account(s) by following the steps here.

Let us know how it goes!

rscotton

@Coach Natalie the issue looks to have corrected itself in recent days. I'm going to chalk this up to a flaky provider in general for now - I've not been impressed with their services in general even outside of Simplifi. I will follow up here if recurring issues pop up again.

Coach Natalie

@rscotton, sounds good!