FDP-390 with Kemba Financial CU (edited)
I keep getting this error when trying to reconnect my bank (which was working fine before). I've tried using Safari, FireFox, and the iPhone app and keep getting the same error. I even tried in private mode in Safari and still go the same error.
Comments
-
Hello @bassislife,
Thank you for letting us know you're encountering this issue. The FDP-390 error means that the connection has changed. To correct the error, please make the account(s) connected to that financial institution manual (for instructions, click here), add the account(s) (for instructions, click here), then carefully link the account(s) to the existing names in Quicken Simplifi (for instructions, click here).
Please let me know how it goes!
-Coach Kristina
0 -
I actually found those instructions on another thread and tried that already. I still get the same error.
0 -
Thank you for your reply,
When I check our internal tools, I can see the FDP-390 errors, but I'm not seeing the usual event showing the attempt to add accounts. Are you resetting the accounts, or are you making them fully manual, then going through the process to re-add and link them?
At what point in the process are you getting the FDP-390 error? Are you getting the prompt to authorize the connection through the financial institution's website (screenshot below)?
Thank you!
-Coach Kristina
0 -
I've set all of the accounts to manual and am attempting to re-add and link.
I get the access request screen:
Then the sign in screen:
Then the allow screen:
Securing connection:
Then the error:
Clicking sign in from here starts the whole thing over again with the same results
0 -
Hello @bassislife,
Thanks for the thorough screenshots. When reviewing the events from our side, I do see the FDP-390 errors you were experiencing and reporting here. However, I also see that the most recent event did not include an error. Were you able to get connected successfully?
If not, can you please supply logs to better assist us with this investigation?
- 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
0 -
Done
report created - reference id 487462052566806529
0 -
Hello @bassislife,
Thanks for the requested logs. I can see the FDP-390 error now with your most recent attempt. If you can provide 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 would assist us. 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.
-Coach Jon
0 -
Hope this helps
0 -
Hello @bassislife,
Thanks for the requested information again. While looking to escalate this issue, I did see that this issue had already been reported and resolved yesterday. Can you verify if you are now able to connect with this bank in Quicken Simplifi?
-Coach Jon
0 -
I just tried and it still failed
0 -
Hello @bassislife,
Thanks for letting us know! Can you also let us know the name of the account(s), as they appear in Quicken Simplifi, and as they appear on the bank's website, as well as the account types (checking, savings, etc.) you are trying to connect?
-Coach Jon
0 -
I don’t think I’m comfortable posting that info here. Also, I did switch the accounts in Simplifi to manual, so it shouldn’t be trying to match them up.
Once connected, I was going to link them back together.
0 -
Hello @bassislife,
Thanks for the reply. You may feel free to DM this information to me for privacy reasons.
-Coach Jon
0 -
I am experiencing the exact same issues and have attempted to disconnect and reconnect my accounts and still get the FDP-390 error. I have talked with Kemba Digital Product support and they directed me to Quicken Support to diagnose and resolve.
0 -
Hello @Guitar1961,
Thanks for reaching out! Do you mean that you have tried making them fully manual, then going through the process to re-add and link them?
If that is the case, can you can provide the name of the account(s), as they appear in Quicken Simplifi, and as they appear on the bank's website, as well as the account types (checking, savings, etc.) you are trying to connect, we can also get you added to this escalation.
We will also need 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.
Lastly, we will need logs to be sent to us as well:
- Log in to 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
0 -
I'm having the same problem, except I deleted my Kemba account, thinking I could just add it back and resolve the problem. I keep getting the same error, and now don't have the option to make anything manual because the accounts were deleted.
1 -
Hello @DonnaKopecky,
Thanks for reaching out! Can you also supply the information I requested above? This would definitely help us in our investigation of this issue.
-Coach Jon
0 -
per above request here is the idea a created. report created - reference id 487918670434321409
Note I am not a Quicken Simplify user but a Quicken Classic user.
Also, how can I send my redacted Kemba Account page without posting on this page? Is there an email that I can send it to/
0 -
Thank you for your reply @Guitar1961,
Since you use Quicken Classic, I would recommend posting about this issue on the Quicken Classic Community. Doing so will help ensure you get the proper troubleshooting steps, and will ensure our teams know this issue is affecting Quicken Classic also.
To answer your question about sending the redacted Kemba account page, in Quicken Classic, navigate to Help>Report a Problem. You should be able to send it as an attachment (note - there is a 10 attachment limit, so you may need to unselect one of the pre-selected attachments to make room).
Thank you!
-Coach Kristina
0 -
I got notification this morning from KEMBA that this issue is fixed. I tried it and it works fine now.
Thank you for your help
2 -
0
