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Prudential Financial FDP-103 (edited)

ctanenbaum

I recieved an email that stated the connection issues have been resolved for Prudential. I have been trying to log in and nothing is working for me. My user name and password is correct.

We are unable to connect to Prudential Financial Investor Annuities at this time.
Care Code: not.found

Now what?

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Comments

Coach Natalie

@ctanenbaum, thanks for posting to the Community with this issue!

When checking your connection attempts from our end, I'm seeing an FDP-103 error, which indicates invalid credentials are being used. Do you see this error on your end at all?

To clarify, is the error happening on an existing account in Quicken Simplifi, or are you trying to establish a new connection with the bank? If the former, let's have you try these steps to establish a completely fresh connection, which will allow us to confirm the error:

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.

If the FDP-103 error persists after doing so, please follow these steps specific to the error to see if any allow you to connect:

Verify the bank selected is the correct instance – You may see several different instances of your bank; check to see if you’re using the correct one.
Verify that 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 on the bank’s website – Try signing in with the same credentials to ensure you haven't locked yourself out of the account and that 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 at your bank's website and then try again to connect in Quicken Simplifi. We recommend NOT using the following special characters: & < > / \.

Let us know how things go!

ctanenbaum

I know my password is correct because I logged into Prudential's website multiple times today. I made my account manual and tried to connect in Simplifi. It did not work, FDP-103. I went back to the website and changed my password. I tried to connect again in simplifi and still received FDP-103. My credentials are definitely correct. The only special characters in my PW are @ and $. I was using the simplify app so I tried to access using the website and that did not work either. What other idea do you have to fix this?

ctanenbaum

Could it be a firewall issue? When you log into Prudential, you are supposed to get a verification code sent to you and this is not occurring. My guess is that something is being blocked and preventing authentication. I also cleared my cache but that did not work.

Coach Natalie

@ctanenbaum, thanks for giving those steps a try and posting back!

We wouldn't be able to diagnose the cause from here in the Community. However, since the troubleshooting steps did not resolve the FDP-103 error, the next step would be to escalate. For this particular issue, it looks like our service provider is requesting HAR file sessions. If you're willing to participate, let us know, and I will tell you what we need from you to request the session.

ctanenbaum

I just saw this post. Yes, I am willing to participate.

Coach Natalie

@ctanenbaum, great!

It does look like they still want sessions, so this is what we'll need from you to request it on our end:

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 desktop browser, not a mobile one, and redact any private info, such as account numbers.
Confirm that the email address and phone number listed on your Quicken Simplifi Account are your best contact info.
Provide your general availability over the next few weeks, and please also include your time zone with this.

We will also logs submitted via the 'Send Feedback' option:

Log in to the Quicken Simplifi Web App.
Select the Profile icon in the upper-right corner of the screen.
With the Profile menu open, hold down the Option key (Mac) or the Alt key (Windows), and then click Send Feedback.
Leave all boxes checked, add a brief description of the issue, and then click Send.

Thanks!

ctanenbaum

Prudential screenshot

ctanenbaum

My time zone is EST. I am flexible with my availability.

ctanenbaum

I tried to send feedback but nothing opened up. It just disappears.

Coach Natalie

@ctanenbaum, I was able to just submit feedback with no issue. Are you able to click on the "Send Feedback" option from the profile menu?

ctanenbaum

I switched to Edge and was able to send the feedback.

Coach Natalie

@ctanenbaum, thank you for providing the requested information!

I have requested the session from our end. The next step is for you to keep an eye out for an email from someone at Quicken. This will likely be a few weeks out, but they will reach out to confirm a set date and time with you. Otherwise, I will be sure to post any other news or updates here.

CTP-17669

ctanenbaum

Thank you!

Coach Natalie

@ctanenbaum, I was informed that this issue is now fixed and that you were able to connect.

Thanks!

ctanenbaum

Correct! The issue is finally resolved. Thank you.