Unable to Refresh City National Bank

JoshCampbell

For several month I am unable to refresh my account at City National Bank ( https://www.bankatcity.com/ ). It seems because the site is asking for a verification code that it texts to my phone. Unfortunately, Quicken Simplifi is not allowing me to enter the code.

Coach Natalie

@JoshCampbell, thanks for reaching out!

When viewing your connection attempts from our end, it looks like you're receiving an FDP-103 error with City National Bank of WV. Is the error occurring on an existing account in Quicken Simplifi, or have you never been able to connect to this bank? If the former, was the account connected to the "City National Bank of WV" option in Quicken Simplifi prior to the issue?

To troubleshoot the 103 error, please thoroughly follow these steps:

1. Verify the bank being selected -- There may be several different versions of the same bank in the Add Account bank list, so be sure you're selecting the correct one. If you're not sure, compare the URLs shown for each bank.
2. Verify your login information – 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.
3. Verify your login at the bank’s website – Try to sign in to your bank’s website using the same login credentials to ensure you've not locked yourself out of the account and that the credentials are still valid.
4. 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.
5. Update your credentials – Try temporarily updating your password at your bank's website and then try again to connect to Quicken Simplifi. We recommend NOT using the following special characters: & < > / \.

Let us know how it goes!

-Coach Natalie

JoshCampbell

I am getting the following error now:

To connect to your account, you must complete an action at the website for City National Bank of WV.
Care Code: FDP-108

I think this is because the bank website sends a text message to me that I have to enter to verify my user login. But Simplifi does not give me the option to enter the code sent to my phone.

Coach Natalie

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

The FDP-108 error is most likely not caused by MFA (you'd see an FDP-185 or FDP-187 error when unable to complete MFA), I do have some additional questions regarding that. First, though, let's focus on what the FDP-108 error does mean, which is that there is user action to take on the bank's website. This could be some form of messaging, such as needing to update your security questions or even marketing material. To troubleshoot this error, please do the following:

1. Sign in to the bank's website from your normal browser and take any action presented to you.
2. If you don't see anything, try signing in in incognito/private mode.
3. If you still don't see anything, try signing into the bank's mobile app if you use it.

Let us know how it goes!

-Coach Natalie

JoshCampbell

Hi Natalie, I wa able to log in to the bank website and was not present with any MFA. But I have in the past…so that's probably why it didn't this time. Of course, when Simplifi tries it will recognize it has a new device and require MFA…which is my guess the issue.

Thanks,
Josh

Coach Kristina

Thank you for your reply,

Just to confirm, did you also try logging in using incognito/private mode? If you use the bank's mobile app, did you try logging in there as well?

Thank you!

JoshCampbell

Hi Kristina,

Yes and yes. I don to have a mobile app for them…I'm not sure if they have one. Either way the issue is that it requires MFA…meaning that when Simplifi tries to connect it requests to send a text message to phone number and then I have to enter that code. Without it, it won't work.

Thanks,
Josh

Coach Kristina

Thank you for confirming,

So that we can look into this issue further, please send us log files. To do that, follow these steps:

1. Log into the Quicken Simplifi Web App.
2. Select Profile from the left-hand navigation bar.
3. With the Profile menu open, hold down the Option key for Mac or the Alt key for Windows, and then click Send Feedback. 
4. Leave all boxes checked, add a brief description of the issue, and then click Send.

Thank you!

JoshCampbell

Hi Kristina,

I just did it. Thanks!

Josh

Coach Natalie

@JoshCampbell, thanks for submitting your logs!

I'm no longer seeing connection attempts for you on our end for City National Bank of WV. Have you given the connection a fresh try now that some time has passed?

-Coach Natalie

JoshCampbell

I just did a new one after trying to connect it.

Thanks,
Josh

Coach Natalie

@JoshCampbell, thanks for giving it another try!

I see the fresh attempt from our end now and can escalate the FDP-108 after I confirm what happens with MFA. You stated that the bank sends a text message, but Quicken Simplifi doesn't give you the option to enter the code — does that mean that in Quicken Simplifi you are prompted to select how to receive the code, you then receive the code, but you don't see a pop up in Quicken Simplifi to enter the code? If that is the correct flow, what screen do you get — does it just go to the FDP-108 error?

Also, were you prompted to perform MFA when signing in to the bank's website in incognito mode? And you mentioned that you're sometimes prompted on your primary browser — do you know how often that is or why it may occur, such as after clearing your cache and cookies? Do you have MFA enabled on the bank's website? If so, have you tried temporarily disabling it and then trying to connect in Quicken Simplifi?

I look forward to your reply!

-Coach Natalie