John Hancock Retirement Plan Connection (FDP-102 error)

stalgeh

I am having an issue connecting my John Hancock retirement account. The account was previously connected and syncing correctly, but it stopped syncing within the last week.

I have tried reconnecting the account and confirmed that my username and password are correct. However, I continue to receive the following error message:

“We are unable to connect to John Hancock Retirement Plan Services at this time. Please try again later. Care Code: FDP-102.”

Could you please advise how I can resolve this issue? Since the connection was working previously, I would also appreciate it if you could confirm whether there is currently a known connection or aggregation issue between Quicken Simplifi and John Hancock Retirement Plan Services.

Thank you for your assistance.

Coach Natalie

@stalgeh, thanks for reaching out to the community with this issue!

I checked your connection attempts on our end and confirmed the FDP-102 error with John Hancock Retirement Plan Services. I see that the error started on 10/2/26 - does that sound right?

An FDP-102 error means that the bank is throttling connectivity or experiencing an outage. More details on this error can be found here: https://support.simplifi.quicken.com/en/articles/13795819-errors-fdp-102-fdp-105-when-using-online-services-in-quicken-simplifi

Since the error is occurring on an existing account in Quicken Simplifi, I'd recommend following these steps to establish a completely fresh connection with the bank:

1. Make all of the accounts with this bank manual by following the steps here.
2. 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.
3. 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 error persists after doing so, the next step is to allow 48 hours for the error to resolve on its own. Since it's already been more than 48 hours in this case, you can reach out to our Support team directly for more advanced assistance. Support has the tools needed to gather any necessary data and escalate the issue for further investigation. https://help.simplifimoney.com/en/articles/5077917-how-to-contact-support

Let us know how things go in case it's helpful for other users!