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Navy Federal Credit Union Digital Investor accounts missing (edited)

HTR

All other NFCU accounts connect, but there does not appear to be a way to add Digital Investor accounts even though the logins are the same.

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Coach Jon

Hello @HTR,

Thanks for reaching out! We converted your financial institution request into a discussion, as we will want to clarify a few things first. Can you let us know what URL you use when signing into the bank's website? Is it the same as the one for Navy Federal Credit Union that we have here in Quicken Simplifi already?

If so, what happens when you try connecting through this instance? Do your Digital Investor accounts not show up at all to add to Quicken Simplifi when trying to add the accounts in question? Let us know!

-Coach Jon

HTR

Hi. Thanks for looking into this. The URL for Digital Investor is https://digitalinvestor.navyfederal.org/login
You can also get to it from inside the URL you are showing - navyfederal.org - after logging in.
The investment accounts do NOT show up when you are asked to select accounts to use in Simplifi. All other accounts do.
Hope this helps.

Coach Jon

Hello @HTR,

Thanks for the reply! Can you please provide the following information to better assist us?

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 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 Add Account screen in Quicken Simplifi showing that the account in question is missing at account discovery.

-Coach Jon

HTR

Has there been any activity in the account in the last 90 days?
Yes
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?
When I first login I land at https://digitalomni.navyfederal.org/nfcu-online-banking/accounts/list/summary
Then I’m redirected to https://digitalinvestor.navyfederal.org/app/#/dashboard for Digital Investor
Is the account a subtype of a different account?
No
Has the bank made any recent changes to its website or sign-in process?
No
Are you the owner of the account?
Yes
The name of the account, as it appears on the bank's website.
Individual-Automated
If the issue is occurring on an existing Quicken Simplifi account, the name of the account as it appears in Quicken Simplifi.
It’s a manual account because it can’t be accessed through Simplifi
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.
ATTACHED
IMG_0721.png
A screenshot of the Add Account screen in Quicken Simplifi showing that the account in question is missing at account discovery.
ATTACHED
IMG_0722.png

Coach Jon

Hello @HTR,

Thank you for the requested information! For the last step, which is requesting a screenshot of the Add Account screen, it will need to be the screen within the Add Account flow in Quicken Simplifi itself, not the one from the bank's website. This would be the screen after the one you provided here, showing what accounts have been discovered. I hope this makes more sense!

Before that, I would also see if trying the following steps works to resolve this issue for you; however:

Navigate to the bank's website, sign in, and then remove Quicken's access from the bank's third-party linked apps.
Make all of the accounts with the 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.

We will also need logs to be sent for this issue:

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

HTR

Before I go through all of this, you might find this useful. I believe it's a NFCU issue because I'm testing Monarch Money and Digital Investor does not show up there either, yet all other NFCU accounts do.

Coach Jon

Hello @HTR,

Thank you for the clarification. That's good to know! If you would like us to proceed with the escalation, once the issue is filed, our product team will research and verify the cause of the problem. Please let us know how you would like to move forward!

-Coach Jon