Alight - Abbott Laboratories. - "Something went wrong" error (edited)

Nate Simons

I've been trying to add my Abbott 401k account to my Simplifi app for the past week. Plaid prompts for my login information. I get a text with a verification code. Plaid displays my Stock Retirement Plan account with the balance, but when I click continue, Plaid returns an error "Something went wrong". I've logged in successfully to my Alight account outside the Simplifi app.

Coach Kristina

Hello @Nate Simons,

Thank you for letting us know you're encountering this issue. To help troubleshoot this issue, please provide additional information. If possible, please provide a screenshot of the error message you are seeing (make sure to redact any personal information).

Also, please send logs. To do this, please follow these steps:

1. Log into the Quicken Simplifi Web App.
2. Select Profile from the left-hand navigation bar.
3. With the Profile menu open, hold down the Option key for Mac or the Alt key for Windows, and then click Send Feedback. 
4. Leave all boxes checked, add a brief description of the issue, and then click Send.

Thank you!

Nate Simons

Hi Kristina,

Thank you for your quick response. I've sent the logs as requested. Here's a copy of the error that I'm receiving.

Coach Jon

Hello @Nate Simons,

Thanks for the requested logs. If you try connecting from another web browser/incognito mode, does it work, or is the same behavior appearing?

-Coach Jon

Nate Simons

Hi Jon,

I've tried InPrivate browsing with Microsoft Edge and in the Chrome web browser. Both attempts produce the same error message.

Coach Jon

Hello @Nate Simons ,

Thanks for the reply. You mentioned the error appears after receiving an MFA text, correct? Is there an option to change the type of MFA you receive to email or phone? Additionally, is the MFA text from Plaid itself or through your financial instituion?

-Coach Jon

Nate Simons

I actually receive the MFA code and then am prompted for my account credentials and password. Following that prompt, I am then presented with my security questions. After answering those questions, Plaid interface will show my account to select as shown below.

When I click 'Continue', I then receive the error message.

Coach Jon

Hello @Nate Simons,

Thank you for the information. May we have the name of the account as shown on the bank's website?

-Coach Jon

Nate Simons

Hello. The only access that I have to this account is through the Alight platform, which shows in my screenshot as "Stock Retirement Plan". My quarterly account statement regarding this account lists the account as "SRP".

Coach Natalie

@Nate Simons, thank you for that piece of information!

To escalate this issue, please provide the following additional data:

1. Has there been any activity in the account in the last 90 days?
2. Are you the owner of the account?
3. Has there been any recent changes made to the bank's website or its sign-in process?
4. What is the exact URL you use to log in to your account on the bank's website? And what is the exact URL you see after signing into the bank’s website? 
5. A screenshot of the Accounts Summary page from the bank'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).

Please also submit fresh logs so they contain the most up-to-date information:

1. Log into the Quicken Simplifi Web App.
2. Select Profile from the left-hand navigation bar.
3. With the Profile menu open, hold down the Option key for Mac or the Alt key for Windows, and then click Send Feedback. 
4. Leave all boxes checked, add a brief description of the issue, and then click Send.

Much appreciated!

Nate Simons

1. Has there been any activity in the account in the last 90 days?
2. Are you the owner of the account? - Yes
3. Has there been any recent changes made to the bank's website or its sign-in process? - Not that I'm aware of. My sign in procedures has not changed.
4. What is the exact URL you use to log in to your account on the bank's website? And what is the exact URL you see after signing into the bank’s website? - https://leplb0370.upoint.alight.com/ah-angular-afirst-web/#/web/abbott/login?forkPage=false
5. A screenshot of the Accounts Summary page from the bank'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).

Fresh logs submitted.

Thank you,

Nathan

Coach Jon

Hello @Nate Simons,

Thanks for the requested information! It looks like the answer to question 1 was missed, however. If you could let us know if there has there been any activity in the account in the last 90 days, that would better assist us.

-Coach Jon

Nate Simons

Good morning. I did miss that question. Dividends were added to the account on 2/14/25.

Coach Jon

Hello @Nate Simons,

Thank you for the information. We have reported this issue to our product team and will be sure to follow up here when we have more information or a resolution.

-Coach Jon

CTP-12342

Nate Simons

Thank you