HealthEquity HSA Investment Account no longer updates, cannot add

briany · June 2

I was having a problem where my HealthEquity.com link showed that it could not connect. When I tried to reconnect it fails. I tried resetting the connection and it found only the Savings portion of the account and not the Investment portion. This worked in the past.

I tried deleting the account and connecting from scratch and now I only have the Savings account linked and lost akk the information about the Investment acount.

Coach Jon · June 2

Hello @briany,

Thanks for reaching out! Can you let us know if the account shows up at all during account discovery when trying to connect? Or is it missing from the list of available accounts? Are you receiving an error at all? Let us know!

-Coach Jon

RedWings · June 3

I am having the same exacxt issue with HealthEquity. It won't show my Investment account (like it used to), only my HSA balance.

RedWings · June 3

In my case it doesn't show up on the accounts available to add. It says "There is 1 account that can be added" and its just the HSA balance. No option for any other account. No errors. I can access my investment account on HealthEquity's website no problem.

Coach Jon · June 3

Hello @RedWings,

Thank you for reaching out and letting us know. Can you supply the following information to better assist us, please? You may feel free to DM this information if you prefer.

Has there been any activity in the account in the last 90 days?
Is the account considered an external account (i.e. are you redirected to a different website when selecting the account on the bank's website)? If so, what URL are you redirected to?
Is the account a subtype of a different account?
Has the bank made any recent changes to its website or sign-in process?
Are you the owner of the account?
The name of the account, as it appears on the bank's website.
If the issue is occurring on an existing Quicken Simplifi account, the name of the account as it appears in Quicken Simplifi.
A screenshot of the Accounts Summary page from the bank's website (the page that lists all accounts and balances - feel free to redact any private info) that has a wide enough scope to show the page URL (this must be taken from a web browser and not a mobile browser).
A screenshot of the Add Account screen in Quicken Simplifi showing that the account in question is missing at account discovery.

We will also need logs to be sent. Instructions to do that are:

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

Jeremy16368 · June 4

Recently, my HE investment account stopped updating and the connection broke. As I went through the steps to fix it, I noticed that I was only offered the option to link 1 of my 2 accounts - the savings account. The investment account was nowhere to be found.

I linked the account and the balance showed up as $0 which seems to be a known issue. I'm not so worried about that as I only ever keep the minimum in that account. The investment account's absence is a deal-breaker though.

I went through the chat support, and long-story short, they came to the conclusion that the investment account is a sub-account and they will not support sub-accounts. I registered my displeasure with that, but they held firm that there would be no supporting this. It seems HE accounts are dead in the water.

Before canceling my account, I want to be sure this is correct - are there others with HE accounts that are able to connect to their investment accounts? If so, there must be some other issue at play. If not, then I have a sneaking suspicion that the lack of investment account information and the $0 balance for savings accounts are two symptoms of the same issue - both may now be getting treated as sub-accounts of the umbrella which has no account-specific information, and thus a $0 balance.

Any comments would be helpful and appreciated. Thanks!!

Coach Jon · June 4

Hello @Jeremy16368,

Thanks for reaching out! I can see the chat you had with one of our support agents, where they were looking to escalate the issue. If you can provide the same information above, this would greatly help us investigate this issue further.

https://community.simplifimoney.com/discussion/comment/53294#Comment_53294

-Coach Jon

Jeremy16368 · June 4

Hi Jon,

I did provide all that information to the agent and the upshot was: This is a sub account, that's not supported, my HealthEquity account is not going to work, there isn't going to be any further escalation. That was disappointing. I'm hoping the conclusion here is wrong.

I'm looking for some input from other users as to whether their accounts are working. If so, then there's an issue on my end that can be explored. If not, and if there are enough of us, maybe Simplifi will choose to prioritize this as an issue.

Thanks!

Coach Jon · June 4

Hello @Jeremy16368,

I myself am not seeing that interaction specifically, but if you wanted to provide the information I requested above, we can look at getting this issue escalated!

-Coach Jon

GTMissileMan · June 5

I am also having the same issue. I have two accounts with Health Equity: HSA savings and investment. Neither is showing up anymore, and when I tried to reconnect the account, the savings (incorrectly) shows zero balance, and Simplifi can't find the investment account.

stclairj · June 5

I'm having the same situation. My investment account was not updating anymore. I tried to reconnect the account by following the instructions and the prompt said all accounts had been added. I then made both the savings account and investment account manual. Then re-added the Health Equity link. Only the savings account was shown on the list of accounts and not the HSA anymore. It linked to the existing account that I had made manual but then shows a balance of $0.00.

Coach Jon · June 5

Hello @GTMissileMan and @stclairj,

Thanks for reaching out! Can you also provide the above information I requested as well? This would be super helpful in determining a solution.

Has there been any activity in the account in the last 90 days?
Is the account considered an external account (i.e. are you redirected to a different website when selecting the account on the bank's website)? If so, what URL are you redirected to?
Is the account a subtype of a different account?
Has the bank made any recent changes to its website or sign-in process?
Are you the owner of the account?
The name of the account, as it appears on the bank's website.
If the issue is occurring on an existing Quicken Simplifi account, the name of the account as it appears in Quicken Simplifi.
A screenshot of the Accounts Summary page from the bank's website (the page that lists all accounts and balances - feel free to redact any private info) that has a wide enough scope to show the page URL (this must be taken from a web browser and not a mobile browser).
A screenshot of the Add Account screen in Quicken Simplifi showing that the account in question is missing at account discovery.

We will also need logs to be sent. Instructions to do that are:

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

Tg2301 · June 5

I am also having the same exact issue that everyone else is having who has posted here. The issue started about 3-4 weeks ago. I also removed my HealthEquity account and re-added it and it’s now only finding the HE savings account (showing a 0 balance). My HSA investment account is no longer being detected. There’s only 1 account option for HealthEquity when adding it to Simplifi so I would assume that should be all you need to help you understand what the issue is. Please advise.

Coach Jon · June 5

Hello @Tg2301,

Thanks for reaching out! We definitely want to report this issue for you all, but have been unable to do so thus far with the lack of the requested information being provided. If you can provide this information, that would really help!

https://community.simplifimoney.com/discussion/comment/53447#Comment_53447

-Coach Jon

Pargo · June 5

I am having the exact same issue. I would guess based on the comments that every single HealthEquity account is having this issue.

There has been plenty of activity in the account in the last 90 days.

There is no external account

There is no subtype. There is a savings and investment account associated with the login.

No recent changes.

What is simplifi doing to fix this issue? This account worked perfectly for years up until recently. Please advise.

stclairj · June 5

https://community.simplifimoney.com/discussion/comment/53447#Comment_53447

yes
no
the investment account is not showing on simplifi, the savings account is working
not that i'm aware of
yes
Health Equity Investments
HSA Investment Account
Unable to do screenshots at this time
Unable to do screenshots at this time

I sent the logs.

Please escalate this to the proper channels. This seems to be a wide-ranging issue that needs to be addressed.

Coach Jon · June 5

Hello @stclairj,

Thank you for the requested information. If you can provide those screenshots as well, we can get this issue escalated! Feel free to send them via DM if you prefer.

-Coach Jon

Jeremy16368 · June 6

Hi Jon,

My interaction with support from a couple days ago should have the screenshots showing what the current HE account page looks like. I uploaded them to the portal the agent gave me. Can you take a look to see if they are still available?

ajwesseler · June 6

Same issue. Just tried resetting the connection and my savings accoutn re-linked but it did not find my investment account

Coach Jon · June 6

Hello everyone!

We really want to report this issue for you all, but have been unable to do so thus far with the lack of the requested information being provided. If you can provide this information, that would help a lot in getting this issue escalated! We need all the information that is being asked for. Feel free to DM this information to me!

https://community.simplifimoney.com/discussion/comment/53447#Comment_53447

-Coach Jon

Jeremy16368 · June 6

Hi Jon,

I mentioned above that I answered these questions and uploaded screenshots to your portal a couple days ago with another agent. I think it was Alex. I also reported the issue for escalation, so I'm not sure what's missing. Can you check and see if this information is still available? If you're just missing the answers, those provided by @stclairj are the same as mine were.

If there is something specific that is still missing, please let me know and I will try to provide it. I'm not comfortable putting account screenshots on a forum, so if you need additional screenshots could you please share a portal link privately with me?

I'm a bit frustrated here. I spent a couple hours with the prior agent the other day where I provided all this information. My screenshot did not show the requested URL, but I listed it separately which I'd imagine would suffice. For reference it is: https://my.healthequity.com/Member/InvestmentDesktopUpdate

After providing this information I was told that the investment account was a sub-account and that Simplifi would not support those. This leaves Simplifi without access to that information. I wrote here is this forum hoping to get other users' experiences which would hopefully make Quicken reconsider. I hope that's the case.

Coach Jon · June 6

Hello @Jeremy16368,

Thanks for the reply. I was able to track down the screenshots you shared. We will need the Account Summary screenshot to include the URL, if you can provide that in a DM to me. Additionally, can you provide the name of the account as it appears in Quicken Simplifi, if the issue is occurring on an existing Quicken Simplifi account? You can compose a DM by selecting the New Message icon.

-Coach Jon

stclairj · June 6

https://community.simplifimoney.com/discussion/comment/53525#Comment_53525

@Jeremy16368 unfortunately this is my experience when trying to get issues escalated. Multiple users will provide feedback on an issue and each users experience is identical but for some reason it takes days / weeks to acknowledge that it's on the backend and needs to be sent to the engineers.

Jeremy16368 · June 6

https://community.simplifimoney.com/discussion/comment/53529#Comment_53529

Ok, DM sent with new screenshots

Coach Jon · June 6

Hello @Jeremy16368,

Those screenshots are perfect! The last thing we need is the name of the account as it appears in Quicken Simplifi, if the issue is occurring on an existing Quicken Simplifi account, as mentioned prior. Let us know!

-Coach Jon

Jeremy16368 · June 6

https://community.simplifimoney.com/discussion/comment/53533#Comment_53533

My HE investment account no longer appears in Simplifi. The name on the savings account that is appearing with a $0 balance is "Health Savings Account"

Coach Jon · June 6

Thanks @Jeremy16368,

For the issue of the savings account appearing with a $0 balance, can you please provide a screenshot showing the balance issue in Quicken Simplifi and a screenshot from the bank's website showing what the balance should be for comparison?

-Coach Jon

Coach Jon · June 6

Hello everyone,

Thanks for all the information shared and your patience while we worked to report this issue. We did get the issue reported to our product team and do have an alert you can follow for updates here:

https://community.simplifimoney.com/discussion/12672/new-6-6-25-healthequity-missing-investment-accounts

We will be sure to post any updates there going forward!

-Coach Jon

LonestarNC01 · June 17

Same issue here - HealthEquity Investment account no longer updating since end of May.
When trying to reconnect, only the other two accounts (Cash HSA and LPFSA) show up, but not the Investment account.