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Infinite [MFA] loop when adding PHH Mortgage account

clintval

When I go to add my PHH Mortgage account, I make it all the way to the "Verify it's you" page where I am supposed to enter my identification code either sent to me via email or phone number. I've tried both the email and phone number route and do recieve a code. However, after inputting the code, Quicken Simplifi processes the request then re-asks for the identification code in an infinite loop.

So, I am stuck on this part of the flow:

Screenshot 2025-08-13 at 10.23.11 AM.png

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Comments

Coach Natalie

@clintval, thanks for posting to the Community!

To clarify, how many times did you enter the code before you determined you were in an infinite loop? I ask because we have been made aware of a known issue causing this type of behavior with MFA, and users are typically able to eventually get past MFA and add the account if they keep trying.

Let us know!

clintval

I've tried up to 3 times, but I could try more?

Coach Natalie

@clintval, thanks for the reply!

Yes, please give it some more tries to see if you can get past the loop and add the account. I would also recommend trying from the Quicken Simplifi Mobile App if you can. Another browser or incognito/private mode may also be worthwhile to try.

Let us know how it goes!

ming25

I am having this same issue. I tried in the mobile app and in incognito mode. I also tried numerous times. I have been having issues with loading PHH for months.

Coach Natalie

@ming25, thanks for posting on this topic!

When viewing your connection attempts from our end, I see a 325 error, which means your data is inaccessible at the moment, and to keep trying. Do you see this error at all in Quicken Simplifi, or are you in an MFA as described earlier in this thread? Can you take a video of the behavior and upload it, by chance?

I also see that the error is occurring on an existing account within Quicken Simplifi. Let's have you try establishing a completely fresh connection with the bank to see if doing so clears things up for you:

Make all of the accounts with this bank manual by following the steps here.
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.
If the connection is successful, carefully link the account(s) found to your existing Quicken Simplifi account(s) by following the steps here.

Let us know how it goes!

clintval

@Coach Natalie I tried inputting the same 2FA code 6+ times. In between attempts, the app loads for a few seconds and says "Still working" before prompting again. I should note that no more text messages are ever sent. So, you get a text message with the code on the first attempt, but then no more text messages or codes. Even after about a minute or more of trying, the app still continually re-prompts for the code and does not say that the code is valid or invalid. Also, if I input a bogus code, the infinite loop continues and it does not say the code is invalid.

Coach Natalie

@clintval, thank you for the information!

I'm trying to determine if this issue is specific to PHH Mortgage or if it's due to the general MFA issue I mentioned prior. Do you, by chance, have MFA enabled with any other banks in Quicken Simplifi? If so, does MFA go through as expected?

Let us know!

clintval

@Coach Natalie I don't think I have any other accounts now with 2FA and Simplifi. When I first started using Simplifi about a year ago, I did, but the account connectors with 2FA have all broken (first was Human Interest, and now PHH, there might have also been another but I've forgotten). For right now, I'm tracking my PHH mortgage manually since it's once-monthly updated.

Coach Natalie

@clintval, got it — thank you!

Did you get a chance to try from a different browser or in incognito/private mode, as well as try the Quicken Simplifi Mobile App, as mentioned above? I see that the other user in this thread tried those things, but I want to ensure you have as well before we review your case for escalation.

If the issue persists in these other locations, please provide the following data:

Have you ever had this account connected successfully in Quicken Simplifi? If so, when did this MFA loop issue first begin?
Has there been any activity in the account in the last 90 days?
Has the bank made any recent changes to its website or sign-in process?
Are you the owner of the account?
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.

Please also submit your logs via the 'Send Feedback' option:

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.

Much appreciated!

clintval

@Coach Natalie, today I was able to reconnect! The 2FA flow provides a choice between phone number and email. This time I used the email. I did not get stuck in an infinite loop and Simplifi advanced to the "loading transactions" part of the process. However, the account now exists in my Quicken Simplifi app but with $0 balance and no transactions. I will check again tomorrow to see if it was able to load account information. I made a logs report from today, anyway. It is report Reference id 502229589817841410.