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EQ Bank Error FDP-106

donnajean

Once again, I am unable to connect to EQ Bank (Canada). This has been ongoing for six days now. I have attempted to 're-connect' the accounts several times with no success. I do not even receive an authentication code. I do not see it listed as a known online banking issue. Please advise. Thanks.

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Coach Jon

Hello @donnajean,

Thanks for reaching out! I do see that EQ Bank is reporting connection issues at this time. I would see if the following steps help to resolve the issue you are seeing:

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.

Let us know!

donnajean

Thanks Jon. Unfortunately, it did not work. I guess it is a problem at the bank’s end, as I still don’t even receive the request for verification code. Unless you have any other suggestions, I will wait for the bank to come back online.

Coach Jon

Hello @donnajean,

Thanks for the update! I can certainly understand waiting to see if the bank connection will fix itself. If you can provide the following information, we can work on getting this issue escalated if you prefer:

The name of the account, as it appears in Quicken Simplifi.
The name of the account, as it appears on the bank's website.
What type of account are you attempting to connect?
Have there been any changes made to the bank's website or the sign-in process recently?
Has there been any activity in the account in the last 90 days?
What is the exact URL you see after signing into the bank’s website?
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.

We will also need logs:

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.

jutremb

Hello, I have the same problem with EQ bank, so it’s seem it is a wider problem at this time.

Coach Kristina

Hello @jutremb,

Thank you for letting us know you're also seeing this issue. If you haven't already done so, please follow the troubleshooting from @Coach Jon's earlier post:

https://community.simplifimoney.com/discussion/comment/64287#Comment_64287

If that troubleshooting does not resolve the issue, then please provide the information @Coach Jon requested earlier.

https://community.simplifimoney.com/discussion/comment/64413#Comment_64413

Thank you!

donnajean

Hi, thanks for your help. I have continued to reconnect the accounts everyday (after making them manual) however I do not even receive the request for a security code when I try to add the bank. I still get the FDP-106 error. Following is the requested info:

All accounts with EQ Bank are affected. Here are the names of the accounts:

Quicken name: EQ Bank Card (EQ Bank name: EQ Bank Card) - a debit card (chequing account)

Quicken name: EQ 10 Day LTerm Sav 2.35% (EQ Bank name: Notice Savings Account 10 Day)

Quicken name: EQ 30 Day Inc Sav 2.75% (EQ Bank name: Notice Savings Account 30 Day)

Quicken name: EQ Personal Acct 1.00% (EQ Bank name: Personal Account) - this is a regular savings account

Quicken name: EQ TFSA GIC 3.50% (EQ Bank name: TFSA GIC)

Quicken name: EQ TFSA Savings 1.50% (EQ Bank name: TFSA Savings Account)

Quicken name: EQ Travel GIC 3.55% (EQ Bank name: Travel GIC

There have been no changes to the bank's website or sign in process that I am aware of. I did change the name of the 'Personal Account' on EQ Banks website a couple of weeks ago, but I believe I have had a successful connection at least once since doing so.

Yes, there has been activity in at least two of the accounts: the 10 Day LTerm Sav 2.35% and EQ 30 Day Inc Sav 2.75% in the last 90 days.

The URL after signing in is: https://secure.eqbank.ca/dashboard

I will upload the Simplifi log as requested. Thank you!

Coach Jon

Hello @donnajean,

Thanks for the requested information. I did get this escalated with our service provider and will follow up when we have any updates on the issue.

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 - 12190463

donnajean

Thank you, Jon.

Coach Jon

Hello @donnajean,

I've heard back from our service provider, and it looks like they would like to set up a call to do more advanced troubleshooting. To request this session, I will need the following info from you:

Confirm that the email address and phone number listed in your Quicken Simplifi Account are up to date and your best contact information.
Provide your general availability over the next few weeks, and please also include your time zone with this.

Let us know if this is something you can do!

donnajean

Hi. Yes, the email address and phone number on my Quicken Simplifi account is accurate. I am available Wednesday, Jan 28th in the afternoon or anytime during the day next week Monday to Friday. If they could email me some time choices that work for them I can ensure I am available for a particular timeslot. I an on Vancouver, CA time (Pacific).

Thank you!

Coach Jon

Hello @donnajean,

Thanks for the reply! We would need your general availability over the next few weeks, not just next week. This is because these things can take some time to schedule. Let us know!

donnajean

Oh, okay. I am retired. So I am very available over the next few weeks and should be able to accommodate any time.

Thanks!

Coach Jon

Hello @donnajean,

Thank you for that information! I did request this session with our product team, and someone will be sure to contact you via email when they are ready to schedule. Be sure to be on the lookout for when they do.

Thank you!

CTP-16124

Coach Jon

Hello @donnajean,

We now have an alert for this issue with EQ Bank that you can follow for updates here:

https://community.simplifimoney.com/discussion/15623/new-02-02-26-eq-bank-returns-fdp-106-error

If we need further information from you going forward, we will post here, but otherwise, you will be working with our engineering team directly once they can get the debug session scheduled with you. Thank you!