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Help with Valic/AIG/Corebridge

N4KHQ

https://myaccount.valic.com/accountdetails/app/mydashboard

The url above brings up 3 small accounts with AIG Valic. If I click on: Tax Sheltered 403(b) Which Simplifi calls Retirement - EMPLOYEE DEFERRALS the url changes to the following:

https://myaccount.valic.com/accountdetails/app/mydashboard

If I click on : Individual Retirement Accounts Which Simplifi Calls: Retirement - IRA the url changes to the following: https://my.valic.com/ARO/PlanInfo/PersonalSummary.aspx?dqry=PgtBW8Qk4lwmL8ryyop1cA== If I click on Individual Annuity - AMP7LE75 Which Simplifi calls: Brokerage - Individual Annuity I am told I must login to my Corebridge account: https://portal.annuities.corebridgefinancial.com/annuities/book-of-business/app/landingpage#/

When I switched to Simplifi all three accounts connected until they had a security breech. After several months I got reconnected. They have been working off and on with much pain and effort until Corebridge made another change. Now I can only connect to the IRA account and support tells me the other two accounts are not supported.

First question: Is support correct or will the problem be fixed such that I can link to the three accounts I see when logging to the first url in this post.

Second question: After Simplifi update for investments I could see gains using the Balance tab. I would like to keep the manual accounts updated once a month. The Individual Annuity was showing 0 and I added holding of cash for the amount showing on the Valic/AIG/Corebridge page and the Balance tab is working. Can I do the same thing next month and run the account manually if I can no longer connect?

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Comments

Coach Jon

Hello @N4KHQ,

Thanks for reaching out! I don't personally see anything that states Valic/Corebridge in unsupported at this time, but that does not mean it is not. To better assist us in verifying this, can you let us know the following information?

Has there been activity in the account within the last 90 days?
1. We may not find the account if there has not been any recent activity.
Are you routed to a different URL or website when they try to open the missing account on the bank's website?
1. These are typically referred to as external accounts.
What is the account type and nickname as it appears on the bank's website?
1. How many accounts do you have with this bank?
Is the missing account a subtype of another type of account, like an investment account?
Did the bank make any changes to its website recently? What changes?

-Coach Jon

N4KHQ

Has there been activity in the account within the last 90 days?

Yes

Are you routed to a different URL or website when they try to open the missing account on the bank's website?

Yes I gave you the urls in the in the questions. They are not external accounts in that I did not linked the accounts to AIG, The were all Valic - accounts before the sale to AIG and then Corebridge.

What is the account type and nickname as it appears on the bank's website?

Tax Sheltered 403(b) Which Simplifi calls Retirement - EMPLOYEE DEFERRALS

Individual Retirement Accounts Which Simplifi Calls: Retirement - IRA

Individual Annuity - AMP7LE75 Which Simplifi calls: Brokerage - Individual Annuity

Is the missing account a subtype of another type of account, like an investment account?

NO

Did the bank make any changes to its website recently? What changes?

Yes they changed to look

Coach Jon

Hello @N4KHQ,

Thanks for the information! Additionally, may we have a screenshot of the account summary page on the bank's website? As well as a screenshot of the Add Account window showing that the account is missing.

We will also need logs as well:

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

N4KHQ

Screen Shot

Coach Jon

Hello @N4KHQ,

Thanks for the screenshot. We will need the other requested screenshot as well as logs too. Let us know when you can provide those!

-Coach Jon

N4KHQ

when do you want the log do you have a url to send it? I assume you want me to Try to load the accounts before I send the log

Coach Jon

Hello @N4KHQ,

You can send the logs using the instructions I provided prior. Make sure to also please send the 2nd requested screenshot as well.

-Coach Jon

N4KHQ

Report sent. Support shared my screen and we tried for almost 60 to make it work

Coach Jon

Hello @N4KHQ,

Thanks for the reply and the screenshot. Generally, you will want to stick to either the community or chat/phone for support, as information can be lost trying to go through both at the same time. You mentioned you screen-shared. Was that interaction today, or yesterday? Was your issue escalated at all?

-Coach Jon

N4KHQ

Yesterday

N4KHQ

I have had the connection problem with AIG every month for about a year. Coach Jon fixed it one time. I was able to fix it a few times, and phone support fixed it a several times. The same fix never seemed to work twice and a few times multiple tries of the same thing worked. Support was going to escalate and was gathering information but decided I was being routed to a different URL or site that was not supported. I listed the different URLs in my first post because the accounts had been working in the past and the URLs have not changed. I was hopping it was just redirection and Corebridge change or update might be corrected by Simplifi programers. I also asked a question about managing the account manually.

Coach Jon

Hello @N4KHQ,

Thanks for the information! I have escalated this issue to our service provider and will be sure to follow up here when I have a status update.

-Coach Jon

EWC - 11601637

Coach Jon

Hello @N4KHQ,

I am back with an update from our service provider. They would like you to try refreshing the account to determine if the issue is now resolved. Let us know how that goes!

-Coach Jon

N4KHQ

It found another IRA account. Of the 3 accounts, I don't really care about the 2 IRA accounts found. The Individual annuity account I care about is still not showing. Thanks for the minor improvement

Coach Jon

Hello @N4KHQ,

Thanks for letting us know. I have resubmitted this escalation, letting our service provider know about the account that is still missing. I will follow up here when we have a status update.

-Coach Jon

N4KHQ

If you send me to send another log, let me know Thanks

Coach Natalie

@N4KHQ, can you try adding the missing account again, please?

Let us know how it goes!

N4KHQ

Yes it worked this time. After reconnecting if found all 3 accounts. You guys beat the support line.

Coach Natalie

@N4KHQ, nice! Glad to hear everything is working for you.