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Unable to add Freedom Mortgage account / Care Code: 170

movieman12345

I’m unable to add my Freedom Mortgage account to Quicken Simplifi.

When I start the process to add a new account and select Freedom Mortgage, I see the message, “Quicken Simplifi uses Mastercard Data Connect to link your accounts,” and click Next. I’m then prompted to enter my Freedom Mortgage credentials and a one-time verification code.

After I enter the verification code, however, the process loops back to the Mastercard Data Connect screen instead of completing the connection.

I’ve repeated the process multiple times with the same result. This is quite frustrating. Please investigate and help resolve the issue.

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Comments

Coach Jon

Hello @movieman12345,

Thanks for reaching out! I am not sure why the Add Account flow would be looping as you described, but if you are not receiving an error, I wonder if it may be due to the web browser. Can you verify if this same issue occurs in another web browser/incognito mode?

Additionally, have you been able to add an account through Freedom Mortgage into Quicken Simplifi previously?

Let us know!

movieman12345

This is not a browser-related issue. I experience the same problem in Safari, Chrome, and incognito mode.

I also tried adding the account through the iOS app. After entering the one-time verification code, the app displays, “We found 1 account,” and identifies the mortgage account. However, after I click Next, it remains stuck on the “Hang tight! Adding your accounts to Simplifi” screen and never completes the connection. But, when I exited to the main Accounts screen, it continued to connect and eventually refreshed, so it's resolved for now.

I have never previously added a Freedom Mortgage account to Simplifi. This is my first attempt.

Coach Jon

Hello @movieman12345,

I am glad to hear you were able to resolve the issue. Let us know if this issue occurs again for you.

You can also reach out to our Chat/Phone Support team directly for more advanced assistance if needed. Our help article here has the steps for reaching out: How to Contact Support | Quicken Simplifi Help Center

Thank you!

movieman12345

I'm now seeing a "Account needs attention. (Care code: 170). We are unable to connect to Freedom Mortgage at this time.". Is this a known issue? It's been happening all day.

Coach Jon

Hello @movieman12345,

Thanks for the reply. I am not aware of a known issue regarding this error at this time. Let's have you try the following steps to see if this works in resolving the issue here:

Navigate to the bank's website, sign in, and then remove Quicken's access from the bank's third-party linked apps.
Navigate back to Quicken Simplifi, and 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.

If this does not resolve the issue, I would still recommend contacting our Chat/Phone Support team for more advanced troubleshooting as mentioned previously, as they may need to submit an escalation. Our help article here has the steps for reaching out: How to Contact Support | Quicken Simplifi Help Center

Feel free to post back here with any results in case it helps other users!

movieman12345

Freedom Mortgage does not have a way to manage "third-party linked apps", so there is no way to "remove Quicken's access". This is a generic suggestion that is likely irrelevant here. I see other customers have previously faced this issue. I will reach out to Chat/Phone Support team.

RSMurphy

I echo movieman's experience. This is very frustrating and disappointing. I too was able to add the account ONLY by using the app on my phone yesterday. Today I had to re-authenticate which worked in my browser. My biggest gripe is that even once the account is connected it is utterly useless as it only shows a current balance. No transactions whatsoever.

I'm coming from Wells Fargo where there were full details, just like any other account. I don't feel I'm wrong in expecting better.

Coach Jon

Hello @RSMurphy,

While I am glad you were able to get the account added, connected loan and liability accounts in Quicken Simplifi do not download transactions. If you want to track payments, interest, or other account activity, you will want to create a manual loan or liability account and enter the transactions yourself. https://support.simplifi.quicken.com/en/articles/4593261-how-to-track-loans-and-liabilities-in-quicken-simplifi#h_3c6e02aecf

We do have an idea post for this request that you can vote for and follow here for updates:

https://community.simplifimoney.com/discussion/2137/ability-to-manage-and-track-transactions-and-details-on-loan-accounts-edited-1-merged-vote

I wish I had a better answer for you! Thank you!

RSMurphy

I appreciate the response even though not happy with the message.

RSMurphy

So I've been sitting on this a little and I don't know that I'm fully understanding your explanation.

My mortgage was originally held by Wells Fargo then recently transferred over to Freedom Mortgage. Where I am struggling with your response is that Simplifi had no issues downloading and displaying account activity while under Wells Fargo - something supposedly not possible under Freedom Mortgage.

In what way is a loan with Freedom Mortgage different than a loan with Wells Fargo that explains the response you provided?

Coach Kristina

Thank you for your reply,

If it was a connected loan account while it was under Wells Fargo, that information shouldn't have been visible in Quicken Simplifi. According to our article on loan accounts:

Connected liability accounts in Quicken Simplifi do not download transactions. If you want to track payments, interest, or other account activity, create a manual liability account and enter the transactions yourself.

I hope this helps!

movieman12345

I reached out to Quicken Simplifi support, and I was provided a generic response: "Freedom Mortgage consistently requires multi-factor authentication (MFA) on Quicken Simplifi because the company intentionally prevents third-party aggregators from bypassing or storing tokens used for their secondary security verifications, we can have the issue escalated for sure, however we do not have an exact timeframe for a resolution. Freedom Mortgage does not publish a specific, publicly accessible document detailing their developer policy concerning interactions with third-party web aggregators. Instead, these matters are managed through comprehensive security frameworks established within their digital legal agreements.".

Quicken Simplifi support has "notated my account about this and created an escalation", but do not have a specific timeframe to resolve this matter. They said: "As we are working with a digital aggregator [they are] unable to provide an estimated date for when an update will be available."

Disappointing.

RSMurphy

I feel like you've done what you can. I'm glad you raised the issue. I'm disappointed as well.

You think it would be of any value to voice my issue with them as well? Actually, nvm, I think I will just to put emphasis. This really feels like an issue that shouldn't even exist given the people's reliance on digital transactions these days.