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Thrivent financial MFA issue

mglam2304

Thrivent financial requires MFA to connect to Simplifi. During the update process within Simplify, I am prompted for number to use and how to send (text or call). After selecting the text option, Simplifi stops update process before I am able to enter the MFA code. I do get the code, but Simplifi does not allow me to enter the code so accounts are not updated. Please advise.

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Comments

Coach Natalie

@mglam2304, thank you for reaching out to the Community with this issue!

To better understand what's occurring, please describe in more detail what you mean by "Simplifi stops the update process" — do you just never receive a window to enter the code, or do you end up in an error state, etc.? I see an FDP-185 error from our end. Do you end up seeing the same error on your end? Also, are you using the Quicken Simplifi Web App or the Mobile App?

Let us know!

mglam2304

Thanks for the response. Yes, I get the FDP-185 error. I never get the pop up to enter the MFA code. I see the refresh icon spinning, but on both the mobile app and the web app, the refresh icon stops after I request the text for the MFA code and I do not get the code window. I still get the code sent to my phone, but cannot enter it.

mglam2304

Sometimes, if I restart the refresh process right away (hit the 'fix it' button), I get the pop up to enter the MFA code. It then does update sometimes if I do it soon enough that the MFA code is still valid. Seems the process is timing out before final pop up window appears. Thrivent requires a two step process. First to choose phone number to use, then to choose how to receive the code (text or call). Typically takes around 90 seconds or more between each pop up window.

Coach Natalie

@mglam2304, thank you for the reply and the additional information!

I would recommend trying from the Quicken Simplifi Web App in incognito/private mode, or from a different browser than you normally use, in case the issue is related to your primary browser. I would also suggest establishing a completely fresh connection with the bank by following these steps:

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.
Carefully link the account(s) found to your existing Quicken Simplifi account(s) by following the steps here.

If the issue persists after doing so, please grab a video of the behavior from beginning to end so we can review the issue for escalation. Much appreciated!