Hi Simplifi Community,
I've been working through two separate but related issues with my John Hancock 401(k) connection and wanted to post here after hitting dead ends with both Simplifi and John Hancock support.
Issue 1: Traditional 401(k) and Roth 401(k) showing as one combined account
When I connected my John Hancock retirement account, both my Traditional 401(k) and Roth 401(k) sub-accounts are being pulled in as a single combined account rather than two separate accounts. I need them split so I can track them independently in Simplifi.
I called John Hancock multiple times, and they say they are unable to split the accounts on their end. I have also contacted Simplifi support, but nothing has been resolved. Has anyone else run into this with John Hancock or another provider? I would rather not have to do things manually.
Issue 2: Persistent "Unrecognized access to retirement account" security alert emails from John Hancock
Every time Simplifi syncs my John Hancock account, I receive a security alert email from John Hancock saying "Unrecognized access to retirement account." I called John Hancock on 6/25, and they told me there is nothing they can do to suppress or disable these alert emails. The emails are alarming and create unnecessary noise since it's just Simplifi doing its routine sync. I want to avoid a "boy who cries wolf" scenario where I have to silence all JH emails, and then one day an actual issue comes up, and I do not see it. Has anyone found a way to resolve this — either through Simplifi changing how it connects, or a setting on the John Hancock side that I may have missed?
Any help or similar experiences would be greatly appreciated. Thank you!
