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MassMutual Federal Credit Union - Credit Card unable to download

Paul38150

I used to be able to download my checking, saving and credit account information from the credit union in Simplifi, but something happend and now I only get details from the savings and checking, The transactions for my credit card no longer are downloaded. [Edited - Corrected Error]
As an aside, none of the help features work anymore for me I use a PC and my iPhone and both are unable to get to help. I click or press and nothing happens in the mobile app or my PC. I try to click on chat, it just spins and spins and spins.

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Paul38150

whoops of course there is a mistake - I typed - The transactions for my credit union no longer are downloaded. What it should say is

The transactions for my credit card no longer are downloaded.

Coach Kristina

Hello @Paul38150,

Thank you for letting us know you're encountering an issue downloading transactions from Mass Mutual Federal Credit Union. When I checked on our end, I didn't see any error messages/codes. Are you seeing any errors on your end when you attempt to update your credit card account?

If you haven't already done so, I recommend following the steps in this article on missing transactions to start troubleshooting the issue with transactions not downloading:

https://support.simplifi.quicken.com/en/articles/3412682-troubleshooting-missing-transactions

The second issue you mentioned may be a separate issue. What is your default browser on your PC and iPhone? Do you use any antivirus program, VPN, or firewall program that may interfere with the connection? Do the PC and iPhone use the same network? If so, are you able to test on a different network (such as the phone's mobile network)?

I look forward to your reply!

Paul38150

Hi Kristina,

I appreciate the link to Troubleshooting Missing Transactions - I had previously looked at that, but I restarted and tried the process and went through it again. I tried reconnecting by going manual and connect to the bank, which I did and still did not get transactions from my Credit Card. I made the account manual and downloaded transactions to the credit card account without issue, but I would rather not have to do that continuously.
Default on PC is Chrome. Default on iPhone is Safari. I use the app on the iphone. I tried with and without VPN on PC and Iphone. I use Aura as my antivirus and for VPN. I have tried to connect my iphone not using my wifi connection and still it does not work. My PC does not connect to chat no matter what or when.

Thanks for your suggestions.
Paul

Coach Natalie

@Paul38150, thanks for the reply!

For the missing transactions issue, let's have you establish a completely fresh connection with the bank for all of the accounts:

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.
Carefully link the account(s) found to your existing Quicken Simplifi account(s) by following the steps here.

You will then want to keep an eye on all of the accounts and let us know if the behavior continues with new transactions.

As for your second issue, please create a separate post in the Community to outline the issue so this thread can remain on topic to the missing transactions issue.

https://community.simplifimoney.com/discussion/8/how-to-post-to-the-community

We look forward to continuing to work with you!

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