FDP-185 SEI Client Connect not sending MFA OTP

davidcwalls

For the past 21 days, SEI Client Connect will not sync data. Simplifi shows an error on the account: FDP-185, a MFA is required to connect to your account, followed by FDP-103, re-enter your credentials, after the initial connection attempt fails. When I re-enter my credentials, it accepts user and password, takes a few moments, then asks whether I want the one-time password as text or voice. I have tried both methods, on both iOS and web-based app. In all cases, no text or call ever comes. I have logged into SEI Client Connect directly with their app, and when I do so, it sends the OTP with no problem.

I noticed someone else reported this as well in the discussion, "FDP-530 error with SEI Client Connect". I had also had the 530 error after SEI changed their client, but that seemed to resolve, and it did sync a few times before the MFA problem occurred.

davidcwalls

There is apparently a post about FDP-185 for multiple FIs by Coach Natalie that was made on Jan 31, which I would follow if it seemed directly related to my problem, however, when I click the link for it that appears in other discussions, I get a permissions error, and I can't find it directly by searching.

Coach Kristina

Hello @davidcwalls,

Thank you for reaching out to let us know you're encountering this issue.

When you get a permissions error when trying to view an alert, that typically means that the issue was marked resolved and the alert was archived.

To clarify, your account was previously connected in Quicken Simplifi and working, but now is giving you a prompt for MFA, the code never arrives, and you eventually get a FDP-103 error. Is that correct?

So we can further investigate this issue, please answer these questions:

Can you please answer the following questions so we can verify what is specifically happening in your case?

• Are the options presented correctly? (i.e., for SMS messages, does the last four of your phone number look correct?)
  • If you see wrong options, try to sign into the bank's website to ensure accurate information.
    ​
• After selecting your preferred method, how long have you waited to allow the code to come through? Does the code eventually come through but is now expired?
  ​
• You mentioned that neither text nor phone call works. Do you have the option to receive the code by any other method (such as email)? If so, do you receive the code that way?
  ​
• Do you experience this on both web and mobile? Do you receive the code through one and not the other?

I look forward to your reply!

davidcwalls

(The answers below are from my notes & memory - I tried to reconnect to today to confirm the answers, but I'm now getting this error: We are unable to update SEI Client Connect at this time. Please try again later. If you continue to experience issues, please contact Simplifii support. Care Code: QCS-0429-2". I am still able to login directly to SEI using their app and website.)

Within Simplifi, I don't think it shows the last 4 digits of my phone number (I didn't make a note of this, so I'm not 100% certain); however, it does show the same two options I see when I login directly to SEI: Phone Call and Text Message. When I am logging directly into SEI, it does show the last 4 digits of the phone number

Using both methods, I have waited up to several days and not gotten response.

The only options available for SEI are phone call and text message.

I experience the same behavior on both web and mobile. I have tested it on two different computers, and with two different browsers, Edge and Chrome, as well as the iPhone app.

davidcwalls

I forgot to answer your first question: yes, my account was previously connected in Quicken Simplifi and working, but for several weeks, after I have entered my credentials and selected an option for MFA, the code never arrived, and I eventually got a FDP-103 error. As of today, it isn't accepting the credentials, so I don't get to the MFA prompt.

Coach Kristina

Thank you for your replies,

When did you see the QCS-0429-2 error message? The recommended troubleshooting when you see that message is to wait a full 24 hours, without making any further attempts, then after that time has passed, try again. If you haven't already done that troubleshooting, please give it a try.

So that we can look into this issue further, please send us logs. To do that, 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!

davidcwalls

I just got the QCS-0429-2 error today, so I will wait until tomorrow to see if that error clears, then send the logs as per your instructions.