Alerus is still not fixed. (FDP-103)
To connect to Alerus - Personal, you must re-enter your credentials. If that does not work, try entering them on the website at Alerus - Personal to ensure they are correct.
Care Code: FDP-103
Comments
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Hello-
Alerus Connectivity still does not work. The solution is marked as resolved and the past conversation is closed. Trying to create a connection results in the same error message. I have updated the iOS app, as a new one is available. That also hasn't fixed the matter. Same when trying to add the connection via Chrome on a Windows Laptop. Here are the related closed threads.
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Hello @subiemat and @Rwatkin1,
Thank you both for reaching out! I can see that you both are receiving an FDP-103 error when attempting to connect to Alerus in Quicken Simplifi. Can you both please verify if the following steps work to resolve the issue for you?
- Verify the bank selected is the correct instance – You may see several different instances of your bank that you can add in the Add Account screen. Check to see if you’re using the correct one.
- Verify your login information is correct – Type your password/PIN into a text application to ensure you don’t have any typographical errors. Then, copy and paste your login information into Quicken Simplifi to ensure accuracy.
- Verify your login at the bank’s website – Try to sign in to your bank’s website using the same login credentials to ensure you've not locked yourself out of the account and the credentials are still valid.
- Check for an app-specific password – Some banks require users to use a specific app password when connecting to a third party. Check with your bank to see if you need to use an app-specific password.
- Update your credentials – Try temporarily updating your password on your bank's website and then try again to connect to Quicken Simplifi. We recommend NOT using the following special characters: & < > / \.
If the issue persists afterward, please let us know and provide the following information. This can be sent via DM to me if you prefer:
- The name of the account(s), as it appears in Quicken Simplifi.
- The name of the account(s), as it appears on the bank's website.
- Have there been any recent changes made to the bank's website or its sign-in process?
- What is the exact URL you use to log in to your account on the bank's website?
- What type of account(s) are you attempting to connect 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.
- The format of your password (DO NOT provide your actual password!). For example, "Quicken123$" would be coded as "Xxxxxxx###$", where a capital "X" indicates a capital letter, a lowercase "x" indicates a lowercase letter, and a "#" indicates numbers; the actual special characters used will need to be provided.
We will also need logs to be submitted:
- 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
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@Coach Jon I already did this before. It resulted in a bug being recognized by Simpilfi. It was marked resolved today by yourself, though nothing has changed from our end. Can you advise why you need these same specifics again? Is it possible for you to reference what was previously provided instead of asking your customers to do this work again?
You can view the history of all of this and our dialog with @Coach Natalie in the links I provided above. My direct messages with her have all these specifics, I can still see them in my messages. She references this code when we provided her with of these specifics.
EWC-119354540 -
Hello @Rwatkin1,
Thank you for your response! We have reported that some users, including yourself, are still experiencing issues with Alerus. However, we will need to troubleshoot further to escalate the matter again, as the alert has now been resolved. This will assist our team in understanding why certain users continue to face problems. If you can follow the steps I provided earlier and share the requested information, it would be very helpful in this matter!
-Coach Jon
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Hello @Rwatkin1,
In response to your edited reply, we unfortunately cannot use your previous information when escalating a new issue, even if it was previously reported and resolved. To proceed with the escalation, we need you to follow the troubleshooting steps provided here and submit new information. Let us know if you can do that!
-Coach Jon
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I just don't understand why 1. we need to do this again. and 2. why you closed the issue without discussion.
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Sent this information again to you over private message.
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Hello @subiemat and @Rwatkin1,
Thank you for the requested information. We did get this issue escalated with our service provider, and we will be sure to follow up here with any status updates.
In the meantime, you can track the account manually by adding manual transactions, which will keep your records up-to-date. Here are the steps to do so: Managing Transactions in Quicken Simplifi | Quicken Simplifi Help Center
EWC - 12150050
-Coach Jon
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That worked!!! Thank you!
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