An Added Fidelity Account will not appear or import
I have an additional new account associated with my Fidelity login. When I attempt to add it to Simplifi, the account appears on the login checklist, but Simplify reports "You have already added all your accounts at this bank." I have tried to RESET the connection, and even if I check the account to be added during the login phase, it never shows up in the pick list after the connection is made. My other accounts at Fidelity continue to work as expected. I verified that the new account does have "data sharing" permission to Simplifi in the Fidelity Access sharing settings. (The only "odd" thing about this account is that there are not yet historical transactions other than journal entries.)
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Hi Jon — It is a new account. FYI in my latest attempt, I made my existing Fidelity accounts manual, deleted Fidelity as an instituion, and then re-added Fidelity and tried to attach just the 1 new account — which was in the initial pick-list. I still got the error saying all of my accounts were already added! Maybe it takes time for the institution to truly "detach"? When I tried adding back all accounts, the new one was not in the final list to import (although it was in the Fidelity post-login screen)
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Thank you for your reply,
What kind of account are you trying to add? Is the account directly through Fidelity, or is it serviced by another financial institution? What is the login URL (web address) that you use when logging into your account directly?
I look forward to your reply!
-Coach Kristina
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Hi Kristina. It is one of several brokerage accounts that I have access to when I log into www.fidelity.com.
(It is one of the accounts that does appear in the checklist when I log in through Simplify's Fidelity Institution "add account" option — but even when I request that account from the list, it doesn't appear in the list of accounts integrated into Simplify)
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Hello @stuarto,
I would have you verify if you perhaps still have a connection with Fidelity. You can do this by going to Settings > Accounts. If you do, I would suggest deleting the entire Financial Institution & start over with adding it again. You will have to use the "Fidelity Inv & Retirement" option.
Thanks,Coach Jon
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Hi Jon — Yes I tried that as well. After deleting all accounts, I re-created a Fidelity connection. All of my Fidelity accounts (including the "missing" one) were offered on an initial "pick list" titled SELECT FROM YOUR LIST OF AVAILABLE ACCOUNTS…" and I checked them all to be added. But then when the ADD ACCOUNT screen was shown, this one account was missing! All other accounts were there and could be re-integrated. I have screenshots but I am not comfortable posting them.
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Hi Jon — Yes I used "Fidelity Inv & Retirement" for all of these attempts. https://nb.fidelity.com/public/nb/default/home Is there an alternative?
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Hello @stuarto,
So that we can be sure that we have exhausted all possible troubleshooting options, can you please try re-adding the account from a different browser or incognito mode? Additionally, what kind of account is this that you are trying to add? (checking, savings, etc.)
Thanks,Coach Jon
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Hi Jon — I tried with Incognito mode and got the same result: the account appears in SELECT FROM YOUR LIST … when logging in, but does not show up in ADD ACCOUNT when choosing what to integrate with Simplifi.
The account is a BROKERAGE account at Fidelity,[removed - privacy]. Do you have connection logs on your end to diagnose what might be happening from these attempts?
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@Coach Jon any suggestions for next steps?
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@stuarto, what type of Fidelity account are you attempting to add? Also, how new is the account, and does it have recent activity?
Thanks!
-Coach Natalie
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@Coach Natalie The account is a regular BROKERAGE account and has had about 6 days of activity.
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Hello @stuarto,
Thanks for the information! If you could please answer the questions below, this will help us determine the next steps.
- Has there been any activity in the account in the last 90 days?
- Is the account considered an external account (i.e. are you redirected to a different website when selecting the account on the bank's website)? If so, what URL are you redirected to?
- Has the bank made any recent changes to its website or sign-in process?
- The name of the account, as it appears on the bank's website.
- A screenshot of the Accounts Summary page from the bank's website (the page that lists all accounts and balances - feel free to redact any private info) that has a wide enough scope to show the page URL (this must be taken from a web browser and not a mobile browser).
- A screenshot of the Add Account screen in Quicken Simplifi showing that the account in question is missing at account discovery.
Thanks,
Coach Jon
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Has there been any activity in the account in the last 90 days?
— Yes during past 2 weeks
Is the account considered an external account (i.e. are you redirected to a
different website when selecting the account on the bank's website)? If
so, what URL are you redirected to?— No
Has the bank made any recent changes to its website or sign-in process?
— No
The name of the account, as it appears on the bank's website.
Trust: Under Agreement (ending in 082)
A screenshot of the Accounts Summary page from the bank's website (the
page that lists all accounts and balances - feel free to redact any
private info) that has a wide enough scope to show the page URL (this
must be taken from a web browser and not a mobile browser).— Attached are 2 screenshots — 1 of the URL and Banner, and the other the list of accounts under Fidelity on that page. The account of interest is circled in RED. All except for the Red Circled account are successfully imported into Simplifi.
A screenshot of the Add Account screen in Quicken Simplifi showing that the account in question is missing at account discovery.
— This is a 3rd attachment.
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@stuarto, thank you!
I got a ticket filed for this issue and will let you know when we hear back. Can you also submit your logs via the 'Send Feedback' option so I can attach them to the ticket, please?
- Log into 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.
Let me know once done!
-Coach Natalie
CTP-9423
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@stuarto, I heard back from our engineering team on this, and they stated that Fidelity has not authorized the account for access. They'd like you to contact Fidelity, have them authorize the account, and then try adding it again in Quicken Simplifi.
Please let us know how it goes!
-Coach Natalie
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@stuarto, have you been able to take a look at this, by chance?
-Coach Natalie
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Hi @Coach Natalie I've been away from a computer until today. Thanks for filing the ticket. Before I reported this to you, I had asked Fidelity about it and they told me that the account was fully authorized for access like my other accounts. But I will reach back out to them today to request they double-verify, and let you know…
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@stuarto, thank you!
I was advised to have you get a ticket number from Fidelity when you contact them again regarding this, as we can use it when investigating from our end.
-Coach Natalie
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Hi @Coach Natalie — Fidelity confirmed that there is no restriction on that account and that Simplify should be able to import it. They have asked me for a copy of the "OFXLogs and ConnLogs" from Quicken Simplifi to assist their investigation. Is that something you can provide to me? Or do I need to transmit my PC logs to you first? Will post the ticket number shortly…
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FYI @Coach Natalie I have uploaded my PC logs to you. (I don't have a ticket number from Fidelity as it is being handled by an intermediary firm.) Let me know if it is possible to obtain those OFX and Conn logs, or if you can investigate more thoroughly on your end…
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@stuarto, thank you!
I downloaded your logs and attached them to the ticket from our end. I let our engineering team know what Fidelity is requesting from you, so we'll see what they say. It's most likely that they'll be able to provide those logs to Fidelity from our end, but I'll let you know if that's not the case and we'll go from there. 🙂
-Coach Natalie
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@stuarto, are you the owner of the missing account, or is this a trust for someone else who is the owner?
Thanks!
-Coach Natalie
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@Coach Natalie I am the owner, just like all the other accounts that sync correctly.
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@stuarto, thank you! I'll be in touch. 🙂
-Coach Natalie
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@Coach Natalie — Fidelity is asking me for a tracking number from your end so they can coordinate. Can you provide that to me? Thanks!
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@stuarto, the only thing I have is the Inquiry # for the ticket that was filed with Intuit (our service provider). That is Inquiry #111343. Has Fidelity provided you with a ticket number yet, by chance?
Thanks!
-Coach Natalie
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@Coach Natalie Any update on this from Intuit? Fidelity tells me that they will not provide me with a customer-facing ticket number for security reasons.
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