American Express Credit Cards can't connect, no option for American Express (Finicity)
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My Amex credit card accounts are still not working and I know Amex is supposed to have OAuth but I'm never given that option. When I search for "american express" when adding an account I only have access to "American Express Credit Card" and American Express Prepaid REDcard.
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I'm getting a 916 error with my Amex credit card. I only have 2 options when I search for "american express". One is "American Express Credit Card" which I've been using, and the other is "American Express Prepaid REDcard". I try choosing the credit card option and am not sent to an OAuth page but an internal login. When I try to login in I get an error 916. I've tried dozens of times over the last week or so.
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Hello @Mercs,
To help troubleshoot this issue, please provide more information. When did you first notice this issue with the error 916? Were you having any issues prior to that error, and if so, what errors were you seeing? Are you seeing the same error with both connection options? Were the accounts previously connected and working, or are you trying to add them for the first time?
I look forward to your response!
-Coach Kristina
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My Amex credit cards were connected and working but not with OAuth like they are supposedly able to be. A week or so ago they stopped syncing and when I tried to reconnect or make manual and add new they would give that error. I am seeing others post screenshots of this "American Express - Banking" option but I don't even have that in my list of options. I did chat with support and they added some screenshots and info to my tickets. I guess I don't understand why I wouldn't have the same options as everyone else since this is a web-based application.
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Thank you for your reply,
The reason you're not seeing an option for American Express or American Express - Banking is because you're on the Finicity aggregator, which gives different connection options. Are you getting the same error with both connection options?
Thank you!
-Coach Kristina
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@Mercs, I confirmed that you should be using the "American Express Credit Card" option for a credit card account when set up on Finicity. I checked your connection attempts from our end and I see a message that states: "Institution not working for a specific user or group of users. Finicity is gathering additional authentication information in order to enable the institution connection. User should attempt to log in up to 5 attempts in a row if possible to store all the additional authentication information needed since this is related to an MFA type where security question information needs to be stored."
I don't know if this will make it work for you, but can you try connecting the account 5 times in a row just to see how it goes or what happens, please? Let us know!
-Coach Natalie
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I have definitely tried 5 times in a row on a few occasions. I would really like to use OAuth to connect though which seems like it would avoid all these issues. It lists Amex Credit Cards on the OAuth page but I've never had the option to.
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@Mercs, thanks for confirming!
Unfortunately, I don't have access to the Finicity systems, nor do I know what the 916 error indicates. I think the best thing to do at this point is to file a ticket for the "American Express Credit Card" option so we can get the 916 error in front of our engineering team. To do so, please provide the following data:
- Has there been any activity in the account in the last 90 days?
- Are you the owner of the account?
- Has there been any recent changes made to the bank's website or its sign-in process?
- What is the exact URL you use to log in to your account on the bank's website?
- 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).
Please also submit your logs via the 'Send Feedback' option:
- 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.
Also, when it comes to OAuth, I believe this is supported through our primary service provider (Intuit) and not Finicity. It doesn't look like either of the Finicity options for Amex are set up on OAuth. I hope this helps clarify!
-Coach Natalie
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@Mercs, actually, I found the error codes! This is what Finicity says a 916 error means:
With that, let's instead allow some time for the connection to be worked on. Let us know if you still can't connect in a few weeks and we'll take a closer look from there.
-Coach Natalie
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I now don't even have any American Express options when I try to reconnect my accounts. This is insane that one of the most common institutions is so broken for so long, isn't this what OAuth is for? That is what Amex recommends and how ALL connections should be getting made. If I wasn't on a free trial there is no way I would pay for most of my accounts to be broken more than 50% of the time. Just this year all accounts for a large portion of the user base were broken for a month. This is all pretty unacceptable. I've been told I'm on the Finicity server or something along those lines. Is it possible to be switched to the Intuit server? Are folks on that server having all these issues?
Apologize for the rant but this is getting extremely frustrating. I've been able to use this software with my pretty commonly used banking institutions successfully for maybe 2 months out of the 8 I've had it.
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@Mercs, thanks for the reply!
At this time, it's not possible to be switched from Finicity to Intuit. However, can you please provide a screenshot of the Add Account window when searching for American Express so we can see that Amex is now missing so I can look into what can be done from our end?
Much appreciated!
-Coach Natalie
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Checked again today and the Credit Card option was back so I tried it and it worked successfully. Still no OAuth but at least it is synching.
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