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Connection error - Manulife Bank of Canada - FDP-101 (edited)

I’m trying to connect to my Manulife Bank account and I get the error “We are unable to connect to Manulife Bank of Canada at this time. Please try again later. Care:FDP 187”

This issue was reported last month and closed. I just spoke to Manulife and they have made the required changes on their end. Can anyone tell me if/when Simplifi will do the update on their end?

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Hello @Niffer8,

Thanks for reaching out! This error typically has something to do with an invalid multifactor authentication code. If you can provide the following information this would be helpful:

Is Quicken Simplifi asking you to complete a MFA?
Are you receiving the code?
What method are you using (SMS, call, etc.)?
Are you trying to connect for the first time to this bank or are you updating an existing account?

-Coach Jon

Hi Jon,

I am trying to connect to this account for the first time.
Simplifi asks me for an MFA.
I am using my email as the method
I don’t receive a code but I do get an automated email from Manulife saying that it looks like I’m trying to sign in from another device.

Hello @Niffer8,

Thanks for the reply! If you are not receiving a code when trying via email, I would see if changing the MFA method works to resolve this issue. Let us know!

-Coach Jon

Hi Jon,

I tried to do that, but it didn’t work either. It appears that my cell number isn’t populating in the SMS field and it can’t enter it manually. I’ve checked both my Simplifi and Manulife accounts and my number is in my account details.

Hello @Niffer8,

The email you mentioned previously that speaks about signing in from another device, does that email provide a link for you to visit and confirm information/details about the sign-in? It may be that your bank's security settings are preventing the MFA from reaching you through Quicken Simplifi.

-Coach Jon

Unfortunately the email doesn’t give me anything useful. It just says to ignore it if I was the one trying to log in or contact them if I think that it’s suspicious.

I did contact Manulife and they said that they are aware of the issue and that they’ve made the required changes on their side and now Quicken needs to do their updates to accept the change.

Hello @Niffer8,

I am not aware of any changes on our side regarding this financial instituion at this time. If you can provide a screenshot of the error in Quicken Simplifi and logs to us, we can see about getting this escalated however.

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

I submitted the feedback, but I got a message that said that there would be no direct follow up. Is that true?

Also, I have a regular Quicken Standard account that is expiring next month (which is why I switched to Simplifi). I tried to access my Manulife account using that app and got the same error.

I really hope someone gets back to me as to whether or not it can be fixed. I don’t want to pay for an app that I can’t use. :(

Hello @Niffer8,

I will use the feedback you submitted to report the issue, so don't worry about that. Can you also provide a screenshot of the error in Quicken Simplifi?

-Coach Jon

Awesome, thank you so much for helping me!

Hello @Niffer8,

Thanks for the requested information. I have escalated this issue and will be sure to follow up here with any status updates from our service provider.

-Coach Jon

EWC - 11632351

Hello @Niffer8,

I am back with an update from our service provider! They would like you to try refreshing the account for this financial institution as this issue should now be fixed. Let us know!

-Coach Jon

Hi! Unfortunately, no luck. It still doesn’t work, but I get a different error code this time.

Hello @Niffer8,

Thanks for the reply. I am glad that at least one error was resolved. This new error typically resolves itself within 24-48 hours, but if you continue to experience this error after that time, be sure to let us know so we can continue troubleshooting.

-Coach Jon

Hey Coach Jon,
Still no luck. I’m still getting the FDP-101 error.

Hello @Niffer8,

Thanks for the update. Can you please provide logs to us, so that we may further investigate what may be specifically happening here for you?

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

sent!

Hello @Niffer8,

Thanks for the information! I have escalated the new issue and will be sure to follow up here when we have a status update!

-Coach Jon

EWC - 11655925

Hello @Niffer8,

I am back with an update from our service provider! They have stated that the issue should now be resolved and you should be able to Connect to Manulife Bank of Canada.

-Coach Jon

Ohhh Coach Jon. No dice. It still gives me the same error. I just provided the logs.

Hello @Niffer8,

Thanks you for letting us know. I have resubmitted the escalation, and let the service provider know you are still experiencing the issue. I will follow up here with any status updates.

-Coach Jon

Hello @Niffer8,

I am back with another update from our service provider. They have implemented a fix for this issue, and you should be able to now connect with Manulife Bank of Canada as expected. Let us know!

-Coach Jon

Hi Coach Jon,

Still no luck. I just tried to use my standard Quicken account to connect and also got an error. I reported both of the errors through the app.

I also tried to connect using a PC instead of a Mac. Also got the 101 error.

Screenshot 2025-03-28 at 3.25.33 PM.png

Hello @Niffer8,

Thank you for confirming and letting us know! I have submitted this information back to our service provider and will follow up with any updates as we receive them.

-Coach Jon

Hello @Niffer8,

I have a status update from our service provider on this issue. They state the issue should be resolved, and you should now be able to connect to Manulife Bank of Canada. Let us know how that goes!

-Coach Jon

Hi Coach Jon,

Good news - I can connect! But the app doesn't pull in any data. :(

Screenshot 2025-04-05 at 12.01.44 PM.png

Screenshot 2025-04-05 at 12.03.50 PM.png

Hello @Niffer8,

Thanks for letting us know. I am glad that you were at least able to connect without error. Can you let us know what type of account this is that you are trying to add into Quicken Simplifi (checking, savings, etc.)? Additionally, are you rerouted to a different website or URL when you select the missing account’s details on the bank's website itself?

-Coach Jon

There are 3 accounts - one line of credit (ManulifeOne) and 2 mortgage accounts.

The Manulife website does load a different page when I click on one of the accounts, but it appears to be the same URL for all 3 accounts

Hello @Niffer8,

Thank you for the information. I would try to connect again with a fresh connection to see if the data will now download since you were able to successfully connect last time. 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. Let us know how that goes!

-Coach Jon

No luck. I can’t see the account in the Accounts section, and when I try to add it again, it “can’t connect at this time”.

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