Connection error - Manulife Bank of Canada - FDP-187 (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?
Comments
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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
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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.
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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.
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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
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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.
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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
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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. :(
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Awesome, thank you so much for helping me!
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Hi! Unfortunately, no luck. It still doesn’t work, but I get a different error code this time.
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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
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Hey Coach Jon,
Still no luck. I’m still getting the FDP-101 error.0 -
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
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sent!
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