American Century Investment Missing Accounts (edited)

Tony A

Since Friday evening, my IRA disappeared from my Quicken account. First it was a Care: 324 error, then it claimed that all accounts were already added, even though nothing was there. Then I tried changing the credentials and PAC to see if that worked, which got me a FDP-103 for my trouble, even though the codes were correct. Now it’s not doing anything at all, just constant loading.

Wouldn’t mind a hand!

Coach Jon

Hello @Tony A,

Thanks for reaching out! Generally, a 103 error means that invalid credentials have been entered. To verify if this is the case, I would suggest following these steps:

• Verify the bank selected is the correct instance.
  • Your bank may have several different instances that can be seen in the Add Account bank list, so be sure to ensure that you're using the correct one. If you're unsure, please reach out to the support team.
• Verify that your login information is correct.
  • 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.
• 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.
• 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.
• 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: & < > / \.

Thanks,

Coach Jon

Tony A

Thanks @Coach Jon!
I gave it another go. The credentials are valid, and it did accept my login this time, except now it returned something similar to what I got at the beginning:

…even though it didn’t add any account to Simplifi. Any idea why that might happen?

Coach Jon

Hello @Tony A,

I'm glad that worked for you! When this window you shared appears, it means that Quicken Simplifi has detected those accounts already within the program, so there is nothing to bring in at that point. I would verify that those accounts you are trying to bring over are not already connected within Quicken Simplifi. If you want to, you can make the accounts manual and then use the Add Account flow to get a completely fresh connection. If the connection is successful, you'll then want to link the accounts to your existing Quicken Simplifi accounts to make sure there are no duplicate accounts.

Thanks,

Coach Jon

Tony A

Hi @Coach Jon!

The only tricky part is that there are no accounts within the institution listed:

…unless they’re hidden or cached behind the scenes somewhere, and they’re showing as added even though it’s not?

Coach Jon

Hello @Tony A,

Are you able to delete the institution from the list in Quicken Simplifi and re-add it back? Let us know!

Thanks,

Coach Jon

Tony A

@Coach Jon: I can do it, but when I add it back, it gives me the same results. All the accounts are presumably already there, even though it isn’t listed.

Coach Jon

Hello @Tony A,

I see, thanks for the information. You may benefit from a screen share session. I would suggest contacting our support team directly so that we can do some advanced troubleshooting with you. https://help.simplifimoney.com/en/articles/5077917-how-to-contact-support

Thanks,

Coach Jon

vollmas

Hello @Coach Jon I can add to this issue. My American Century account is experiencing the exact same behavior. It keeps saying accounts are already added, but there are no accounts listed. This is after completely removing and adding multiple times. No error messages to speak of. Just a blank account vendor listing in the account section.

Coach Natalie

@vollmas, thanks for posting on this topic!

When viewing your American Century BRS connection attempts from our end, I see successful connections again as of yesterday. Are you still unable to connect in Quicken Simplifi? If so, can you elaborate on what specifically is occurring and what you mean by "a blank account vendor listing in the account section"?

We look forward to your reply!

-Coach Natalie

Tony A

@Coach Natalie If @vollmas's trouble is similar to mine, it's that we are making a successful connection to American Century, but our accounts are not showing up, even while Quicken is claiming that they've already been added.

If that helps!

Tony A

I do have a ticket in with tech support. Hopefully by putting our heads together, we can solve this one!

vollmas

Yes @Tony A I am having the exact same issue.

Coach Jon

Hello @vollmas,

Thanks for the reply. I am wondering if this issue may be permission-related. Are you able to verify if 3rd-party sharing is enabled for the account you are trying to bring over into Quicken Simplifi on the bank's website?

Thanks,

Coach Jon

Tony A

@Coach Jon I may have an explanation. I logged on to ACI just now and it looks like they redesigned their entire web portal. It mentioned “newly registered accounts may take up to 1 day to appear.” Maybe it’ll work again once the dust settles?

Coach Jon

Hello @Tony A,

Thanks for the reply. That may very well be. Since you do still have that escalated ticket, I would just wait for that to be completed and followed up on as well!

-Coach Jon

Tony A

@Coach Jon, Good advice!

vollmas

This is still an issue as of this morning. Has there been any feedback from American Century regarding their new web portal and it's potential issues integrating with Simplifi?

Coach Jon

Hello @vollmas,

Thanks for the reply. We in the community haven't personally heard anything about this new web portal with American Century besides what has been given as information in this post. Have you tried connecting in another browser/incognito mode to see if it offers different results? Additionally, have you tried the steps I gave previously to see if they work as well?

https://community.simplifimoney.com/discussion/comment/38576#Comment_38576

Thanks,

Coach Jon

vollmas

This is still an issue as of 8/5. Unless someone else has a solution they can share, could we get an escalated case created for this please?

Coach Jon

Hello @vollmas,

Are you able to verify on the bank's website if third-party sharing is enabled for these accounts? This may be a case of not having the correct permissions to share these accounts.

Thanks,

Coach Jon

vollmas

I've hunted high and low on the website and cannot find a setting for third party sharing anywhere. It should be noted as well that this account was syncing without issue with Simplifi for nearly a year before their website was redesigned.

Tony A

@Coach Jon: I concur with @vollmas. And I do try every day to re-add the account with no success (taking into account the suggestions above). I’ve also received no follow-up on the ticket I created with tech support.

Coach Jon

Hello @Tony A and @vollmas,

Thanks for the replies! We will need some information going forward in order to further research and escalate this issue. Can you both provide the following information? You may directly message me if you prefer:

• 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?
• Is the account a subtype of a different account?
• Has the bank made any recent changes to its website or sign-in process? What specific changes?
• Are you the owner of the account?
• The name of the account, as it appears on the bank's website.
• If the issue is occurring on an existing Quicken Simplifi account, the name of the account as it appears in Quicken Simplifi.
• 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.

We will also need you both to send logs as well! Here are the instructions to do this:

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.

Thanks,

Coach Jon

Tony A

@Coach Jon: Sure! I just messaged you separately, and I also just sent the Simplifi feedback.

Coach Jon

Hello @Tony A,

We went ahead and escalated this issue. You can follow the following alert for updates and we will be sure to provide those updates as we receive them!

https://community.simplifimoney.com/discussion/9922/new-08-07-24-missing-accounts-with-american-century-brs

@vollmas, We are still looking for more examples for troubleshooting going forward as well, so please let us know if you would still like to be added to the ticket with the information I previously requested.

Thanks,

Coach Jon

vollmas

Hello, just checking in to see if there is an update on this issue?

Coach Jon

Hello @vollmas,

This issue was listed as ongoing as of today. We are still investigating this issue. Thank you for your continued patience!

https://community.simplifimoney.com/discussion/9922/ongoing-08-07-24-missing-accounts-with-american-century-brs

-Coach Jon

vollmas

FYI I just attempted to add my American Century account to Simplifi and it worked successfully. My account showed up immediately as available to add, and is syncing properly. Looks like the issue is resolved!