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Repeat Errors with Fidelity Accounts from two users

whyme

My wife and I have separate series of accounts with Fidelity (retirement from work). But every few days Simplifi requires re-authentication and privileges to download the data. The error bounces between my account and her account. It seems this a known issue, once that I had not experienced with Mint or other services.

Can you please fix this issue? You have to allow for multiple user names from single banking institutions. I don't see why there aren't solutions being developed for this problem.

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Comments

Coach Natalie

@whyme, thanks for posting to the Community regarding this issue!

Since the re-authentication requests are coming from Fidelity, it is likely a limit on their end with having multiple credential sets being used. When Quicken Simplifi prompts you to re-authenticate the accounts, I would definitely recommend doing so. Otherwise, you can contact Fidelity regarding the behavior since it is their OAuth API we use to connect. You can find their contact info here: https://support.simplifi.quicken.com/en/articles/6997452-new-and-improved-way-to-connect-to-your-financial-institution-oauth-api#h_edfeec2169

Feel free to post back with any findings in case it helps other users!

whyme

I called Fidelity. They said it is not appropriate for you to refer me to calling them. These is an issue where your developers need to create a ticket with their developers through back channels to identify the problem. They cannot investigate it from the user end if it's not related to a front-facing customer issue. They are requesting that Quicken open a back-channel ticket for this.

Coach Natalie

@whyme, thanks for the reply!

If you are able to successfully re-authenticate your accounts when prompted to do so in Quicken Simplifi, it's not something we would escalate from our end. As mentioned previously, it is likely a limit with Fidelity's API when multiple credential sets are present, similar to the limits Chase and some of the other OAuth API banks have. If you need to re-authenticate and are able to do so and continue using your accounts, it sounds like everything is working as expected.

Sorry for not having a better solution to provide you with!

whyme

Yeah, but that's a not a good solution. Is Quicken Simplifi not interested in improving user experiences?

Coach Natalie

@whyme, our teams definitely strive to improve the user experience wherever possible. With online banking aggregation, other entities are involved, and in particular, with the OAuth API banks such as Fidelity, as they run their own connection. I apologize for not having a solution to offer you!

You are welcome to contact our Chat Support Team directly to see if they have any additional suggestions: https://support.simplifi.quicken.com/en/articles/5077917-how-to-contact-support

whyme

well, there’s a process in place for Quicken to communicate with Fidelity about the API issue. Your basic response to me is we don’t want to look into it and help make the problem better. We want you deal with repeated work around and not improve a product I pay for. I’m only asking for you to create an engineering ticket regarding the issue. Please escalate.

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