Firstmark Services - Student Loans

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Jkoch81
Jkoch81 Member

I’m still getting the following error for Firstmark We are unable to connect to Firstmark Services - Student Loans at this time. Please try again later.
Care Code: FDP-105

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  • Coach Kristina
    Coach Kristina Moderator admin
    edited June 2
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    Hello @Jkoch81,

    Thank you for reaching out to the Community to let us know that this issue is persisting. So that we can look into this issue further, please provide additional information. When did you first notice this issue? Also, please send us log files. To do that, please follow these steps:

    • 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.

    I look forward to your reply!

    -Coach Kristina

  • Jfreds
    Jfreds Member
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    I have been having the same issue. Probably 3 weeks or more.

  • Coach Natalie
    Coach Natalie Administrator, Moderator admin
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    @Jfreds, thanks for posting on this topic!

    When viewing your connection attempts from our end using the email address that's associated with your Community Profile, I don't see anything for Firstmark Services - Student Loans. When was the last time you tried to add/update this account? Can you send a screenshot of the error, please?

    We look forward to your reply!

    -Coach Natalie


  • Jfreds
    Jfreds Member
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    Just tried to reconnect (June 6, 12:30p EDT) from the account list…

    Thanks for the help.

  • Coach Natalie
    Coach Natalie Administrator, Moderator admin
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    @Jfreds, thank you!

    I'm not sure what's going on, as I'm still not seeing any connection attempts on our end. Is the error perhaps happening on an existing connected account so I can take a look from that angle? If not, can you maybe try adding the account from a different browser or in incognito/private mode in case something in your primary browser is blocking the attempts?

    Much appreciated!

    -Coach Natalie

  • dc3
    dc3 Member
    edited June 7
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    Hello, I originally had it sync'd without issue for a while, then at some point it stopped syncing (maybe 2 months ago?) Each attempt to 'reset connection' I receive the same "(Care: FDP-105)" error. I can login directly to firstmark.

    Also tried via incognito (chrome) and edge.

    more info on the error/event returned from the network tab

    1. event_list: {"data":[{"event_name":"addFIError","metadata":{"code":"FDP-105","aggStatus":"FI_WEBSITE_UNAVAILABLE","details":"URL. Website is currently unavailable or intermittently available.","channel":"FDP_DEFAULT"}}]}
    2. referer: https://app.simplifimoney.com/settings/accounts

    using the same browser I can login to firstmark ok.

  • Coach Natalie
    Coach Natalie Administrator, Moderator admin
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    @dc3, thanks for posting on this topic!

    I see your connection attempts from our end and was able to confirm the error. I got this issue escalated and will post back with updates. I'm wondering if Firstmark Services - Student Loans was removed from the list of known issues because it was determined to be a long-term block. Fingers crossed that's not the case!

    -Coach Natalie

    EWC-11104455

  • Jfreds
    Jfreds Member
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    Natalie, thanks for looking into my issue. I am indeed having problems with an existing connected account. It just stopped working one day and I have not been able to re-establish a connection. I have tried using two different browsers and incognito mode with the same result.

  • Coach Natalie
    Coach Natalie Administrator, Moderator admin
    edited June 7
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    @Jfreds, thanks for giving that a try — I can see your attempts now!

    I went ahead and got your case escalated as well and will post back with updates. Can I also have you and @dc3 submit your logs via the 'Send Feedback' option in case we need them, please?

    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.

    -Coach Natalie

    EWC-11105842

  • dc3
    dc3 Member
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    Thank you @Coach Natalie - I just sent the feedback/logs tonight!

  • Coach Natalie
    Coach Natalie Administrator, Moderator admin
    edited June 11
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    Hey everyone, it sounds like Firstmark Services is blocking Intuit, but we were able to get them added to Quicken Simplifi using our Finicity aggregator. Can you all give the new option listed as just "Firstmark Services" a try, please?

    Let us know how it goes!

    -Coach Natalie

  • Jkoch81
    Jkoch81 Member
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    This worked for me, though it only provided the loan balance and says it can’t pull down loan transactions at this time.

  • Coach Natalie
    Coach Natalie Administrator, Moderator admin
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    @Jkoch81, thanks for letting me know!

    Connected loan accounts don't support transactions, so that's to be expected: https://help.simplifimoney.com/en/articles/4593261-loan-liability-tracking-in-quicken-simplifi

    Is anyone unable to connect using this new option? @dc3 @Jfreds?

    -Coach Natalie

  • Jfreds
    Jfreds Member
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    Worked for me. Thanks for persisting!

  • dc3
    dc3 Member
    edited June 12
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    Hi @Coach Natalie

    attempting this via windows chrome app- At first it connected to the new firstmark services successfully (no errors after initial login prompt, but it showed 0 balance + error icon. Going to accounts, it shows

    if I select re-authenticate, it says its ok

    When i go to the pull-down and select 'fix error' - it takes me through 2 more attempts to login, (including searching for Firstmark services again, resulting in this final failure

    I can still log into firstmark directly

  • Coach Natalie
    Coach Natalie Administrator, Moderator admin
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    @dc3, thanks for letting us know!

    I'd suggest making your existing account completely "manual" by following the steps here: https://help.simplifimoney.com/en/articles/5321064-how-to-make-an-account-manual#h_8ccbaa06e5

    I'd then suggest trying to reconnect to "Firstmark Services" from a different browser or in incognito/private mode, as it looks like you may have a browser issue going on. If the connection is successful, you'll want to carefully link the account found to your existing Quicken Simplifi account by following the steps here: https://help.simplifimoney.com/en/articles/4959544-how-to-link-accounts#h_1e4aff1120

    Let us know how it goes!

    -Coach Natalie

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