Accounts at TD Bank with separate login credentials being lumped together
My wife and I each have a bunch of separate accounts at various financial institutions with separate login credentials for each of us. I connect all of these to Simplifi, and normally accounts with separate login credentials at the same financial institution show up separately, like this:
But for some reason out separate accounts at TD Bank are being lumped together, like this:
The second account ("TD Business Solutions") is my wife's account, with separate login credentials from the other two listed accounts (which are mine). Even though I separately connected these accounts using our separate login credentials, they are showing up together under a single financial institution.
I've tried separating out my wife's account as a manual account, and then reconnecting it and linking it to that manual account, but Simplifi keeps lumping it back together with my accounts. And then after the connection happens, eventually there will be an error saying Quicken is having trouble connecting to the accounts.
What's going on here?
Thanks.
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To follow up on my initial post, here is the error message I get soon after reconnecting the accounts as described in my first post:
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@ejs, thanks for posting to the Community!
It looks like TD Bank is one of our OAuth API banks. As is the case with some of the OAuth API banks, the bank only allows a single token to be used per dataset, and also sometimes per credential set. This can cause users to have to reconnect accounts if they use separate credential sets in Quicken Simplifi, or reconnect accounts if they are connected in more than one product or data file, such as users who use both Quicken Classic and Quicken Simplifi. This is how Charles Schwab and Chase are; I personally track my Chase account manually in Quicken Classic so I don't have to keep reconnecting the account between Quicken Simplifi and Quicken Classic.
In regard to the logins being listed under a single financial institution under Settings > Accounts, this may also be intended with the OAuth API connection. To clarify, is this a recent change that you noticed in Quicken Simplifi, or has it always been this way since first connecting the accounts? Since it's the same financial institution, I wouldn't consider the separate logins being listed under a single FI strange. I think the difference you're seeing between Marcus by Goldman Sachs and TD Bank is the connection type. Can you elaborate on how the TD bank grouping impacts your use of the program?
Please let us know so we can best assist!
-Coach Natalie
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@Coach Natalie, this is something I first noticed yesterday. I have dozens of different financial institutions connected to Simplifi involving separate accounts for my wife and myself which use different login credentials. All of them (except, now, for the TD Bank connection in question) show up as separate financial institutions, as illustrated in the Marcus example screenshotted above. This includes Chase, which you mentioned as another institution that uses OAuth API.
The way the TD accounts are now grouped together strikes me as strange. It's not clear which of the listed accounts "belong" to my login credentials and which ones "belong" to my wife's login credentials. For example, now that the accounts are in error and Simplifi is requiring me to reconnect, how do I know which login credentials I should be using when I reconnect? Mine or my wife's? Simplifi now seems to be contemplating that there is a single login credential for all the accounts in that group.
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Also, I just noticed there is another thread about a similar issue with Vanguard. Some of the folks in that thread are complaining that up until recently, the Vanguard connection for two separate log-ins was handled as I described (with a separate Vanguard box for each) but now they are being lumped together under one.
Here's that thread:
https://community.simplifimoney.com/discussion/12383/issue-connecting-two-logins-with-vanguard-edited#latest
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@ejs, thanks for the reply!
I have reached out to our engineering team to inquire about the expected behavior, as well as to explain why combining the credential sets under Settings makes it unclear which set of accounts needs to be reconnected when you get the "reconnect" banner. Coach Jon also reached out yesterday about the behavior with Vanguard and is waiting to hear back.
I will follow up as soon as I have more insight!
-Coach Natalie
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@Coach Natalie, thank you!
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@ejs, I'm going to file a ticket for this. Please send over the following data either in this thread or via a DM to me here in the Community:
- Confirm that "TD Business Solutions" is the only account with a separate credential set.
- A timeline of what specifically occurs — do you connect your accounts, and then connect your wife's account, and yours immediately goes into an error state, or does the error occur later, etc.? A video of the behavior would be lovely!
- Do you have TD Bank connected in any other tool or program, such as Quicken Classic or a different finance program? If so, please state the program and whether you experience any issues there.
- A screenshot of the Accounts Summary page from the bank's website that has a wide enough scope to show the full page URL. This is the landing page after signing in, and typically lists all accounts and balances. You will want to take this from a web browser and not a mobile browser, as well as redact any private info such as account numbers.
- A screenshot of the Accounts Summary page from the bank's website for your wife's login. See number 4 for more details.
Please also submit your logs via the 'Send Feedback' option:
- 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.
Much appreciated!
-Coach Natalie
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- Yes, "TD Business Solutions" is the only account with separate credentials. "TD Convenience Checking" is a joint account that shows up on TD Bank's website under either set of our credentials, but I have it synced to Simplifi only under my credential set and not my wife's.
- Since the accounts are lumped together, what I have been doing to try to fix this is set "TD Business Solutions" to a manual account to break it out from the other two. Then I reconnect the other two using my credential set, which fixes the error. Then I connect "TD Business Solutions" to Simplifi using my wife's credential set and link it to the manual account. Immediately after doing this, the accounts get lumped back together in one TD box, but the connection error is no longer there. Later on (I believe later the same day), the connection error will come back.
- I do not have these accounts connected to any other tools or programs.
- Here is a screenshot of my account summary from TD's site:
Note that "Apt Security Deposit" and "TD 50 Plus Checking" are both accounts that I intentionally do not sync with Simplifi.
5. Here is a screeshot of my wife's account summary:
I submitted the logs via the Send Feedback option as requested.
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@ejs, hello!
Our engineering is looking for a bit more info from you:
- Are any of the accounts shared between you and your wife? If so, which accounts?
- When going through the OAuth flow, are you leaving all accounts checked? I know there are some accounts you're not adding, but you still want to keep them all checked in the bank's window or page where you are authorizing the accounts (if you have the option). You would then be able to choose which ones not to add when you're back in Quicken Simplifi.
If the answer to number two is no, please follow these steps:
- Make all of your TD Bank accounts manual by following the steps here.
- Make your wife's TD Bank account manual as well.
- 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 and enter your credentials.
- In the window where you authorize your accounts, leave all of them checked.
- Once you're back in Quicken Simplifi, deselect the accounts you don't want to add by following the first bullet point under step 5 here.
- Carefully link the remaining accounts found to your existing Quicken Simplifi account(s) by following the steps here.
- Go back through steps 3-6 using your wife's credentials.
Please let us know how it goes!
-Coach Natalie
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Hi @Coach Natalie,
Yes, the "TD Convenience Checking" account is a joint account that shows up under each of my and my wife's set of login creditials. I can't remember if I was leaving all of the account boxes checked in the bank's window page, so I just tried following the steps you outlined to make all of the accounts manual again and resync the connections. Unfortunately, after doing that, the accounts are still all grouped together in one financial institution box for TD in the Account Settings page (and I assume one set of the connections will eventually error out as before — I can report back if/when that happens).
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@ejs, thank you for the update!
Yes, please let me know what happens today with the accounts. In the bank's window where you authorize the accounts, does it list the accounts and give you the option to select them?
-Coach Natalie
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@Coach Natalie, yes, in the bank's window it listed all the accounts and I selected all of them. Then in Simplifi I unchecked the ones I did not want connected. When I connected my wife's accounts, Simplifi recognized that the joint account was already connected and it did not give me an option to select or unselect it.
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@ejs, thank you! I shared this information and will post back with the next update.
Just in case they need them, can you also send fresh logs, please?
- 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.
Much appreciated!
-Coach Natalie
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@Coach Natalie, thanks, I submitted fresh logs.
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@Coach Natalie, now the TD Business Convenience Checking account (from my login credentials, not my wife's) is in an error state (Care Code: 324).
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@ejs, howdy!
Keep an eye out for an email from Dale here at Quicken. He wants to set up a session with you and our service provider to work on this issue.
Thank you!
-Coach Natalie
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@Coach Natalie, ok, thanks, I will keep an eye out.
A bigger issue for me is the problem I've been having with my Watchlists not working ever since I signed up for Simplifi, for which I've had an open ticket for over a year now. It would be great if someone could get in touch with me about getting that resolved!
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@Coach Natalie, just checking to see when I should expect to receive the email you mentioned. I haven’t gotten one yet. Thanks.
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@ejs, I have reached out for an update and will let you know when I hear back.
Thanks!
-Coach Natalie
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