Milliman Benefits lost connection and won't reconnect

Glennms
Glennms Member
edited August 22 in Adding and Updating Accounts

I have my 401K through Milliman Benefits. All of a sudden, it lost its connection with Simplifi and can't reconnect

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  • Glennms
    Glennms Member

    Error Code: FDP-163

  • Coach Jon
    Coach Jon Moderator admin

    Hello @Glennms,

    Thank you for reaching out! I can see that error on our side. Can you provide the name of the account as it appears in Quicken Simplifi?

    Additionally, we will need logs as well. The instructions to do so can be found below:

    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

  • djp
    djp Member

    Hey. I'm not the only one! I get this same error now. Used to be able to do 2 factor to log in. But now just keeps asking for the 2 factor code over and over (despite putting in the correct code)

    Optum financial connection does a similar thing too

  • Coach Kristina
    Coach Kristina Moderator admin

    Hello @djp,

    If you are seeing that same CC-163 error, then please provide the information @Coach Jon requested earlier:

    https://community.simplifimoney.com/discussion/comment/37499#Comment_37499

    For the issue with Optum, I'd recommend either posting to the existing thread for Optum, or if the issue you're seeing is different from the issue in that thread, please start a new post describing the issue you're seeing.

    https://community.simplifimoney.com/discussion/9553/optum-fpd-103-error

    Thank you!

    -Coach Kristina

  • vinceviloria
    vinceviloria Member ✭

    I also lost connection to my Milliman Benefits 401(k).

    2024-07-12 12_48_58-Window.png

    I have tried resetting and I get walked through providing 2FA but it never successfully reconnects.

  • vinceviloria
    vinceviloria Member ✭

    Tried reconnecting today and got a slightly different error. Also different was the fact that I did not get an opportunity to enter a 2FA code sent via text.

    2024-07-12 12_53_01-Window.png

  • Coach Jon
    Coach Jon Moderator admin

    Hello @vinceviloria,

    Thanks for reaching out! I can see on our side that you are getting a 185 error when attempting a connection. To better assist can you answer the below questions so we may understand your situation?

    • Is Quicken Simplifi asking you to complete MFA?
    • Are you receiving the code?
    • What method are you using (SMS, call, etc.)?
    • Have you tried changing how you receive your MFA code?

    I also noticed we have two different instances available for Milliman. Have you tried the other instance to see if it works for you?

    image.png

    Thanks,

    Coach Jon

  • vinceviloria
    vinceviloria Member ✭
    edited July 12

    Hi @Coach Jon

    Yes, Quicken Simplifi is asking me to complete MFA.

    Yes, I am receiving the code.

    I am using SMS.

    I just now tried receiving the code via email instead. Got the code, entered it, connection still failed.

    I also just tried connecting via Milliman Investment. I was prompted to have an MFA code sent. I chose SMS, received it, and entered it. Connection failed.

  • Coach Jon
    Coach Jon Moderator admin

    Thanks @vinceviloria,

    Let's have you try with a fresh new connection. 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. Let us know how that goes!

    Thanks,

    Coach Jon

  • vinceviloria
    vinceviloria Member ✭

    Hi @Coach Jon

    Made the old account manual and tried a fresh connection as advised. The connection was not successful.

  • Coach Jon
    Coach Jon Moderator admin

    Hello @vinceviloria,

    Thanks for the information. In order to get this escalated, we will need you to gather and supply the following information if you please.

    • The name of the account, as it appears in Quicken Simplifi.
    • The name of the account, as it appears on the bank's website.
    • What type of account are you attempting to connect?
    • Has there been any changes made to the bank's website or the sign-in process recently?
    • Has there been any activity in the account in the last 90 days?
    • A screenshot of the Accounts Summary page from the bank's website that lists all accounts and balances (feel free to redact any personal info) and has a wide enough scope to show the page URL (this must be taken from a web browser and not a mobile browser).

    You can provide this information via direct message if you wish.

    Thanks,

    Coach Jon

  • vinceviloria
    vinceviloria Member ✭

    @Coach Jon

    DM sent.

  • Coach Jon
    Coach Jon Moderator admin

    Thank you @vinceviloria,

    The last thing we need is for you to send logs. The instructions to do so can be found below.

    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

  • vinceviloria
    vinceviloria Member ✭

    @Coach Jon

    Just sent.

  • Coach Jon
    Coach Jon Moderator admin

    Hello @vinceviloria,

    Thanks for the information. When reading over your information, I noticed the Redwood Credit Union logo from the screenshot you sent. Have you tried using our Redwood Credit Union Digital instance in Quicken Simplifi to see if that works for you?

    image.png

    Let us know!

    -Coach Jon

  • vinceviloria
    vinceviloria Member ✭

    @Coach Jon

    Thanks for the suggestion. I already have Redwood Credit Union connected in Simplifi (I acutally work for Redwood Credit Union) and it pulls in all my accounts that I would also be able to access if I sign into Redwood Credit Union online banking. My 401(k) is not hosted at Redwood Credit Union though. We access our 401(k) accounts through Milliman Benefits.

  • Coach Jon
    Coach Jon Moderator admin

    Hello @vinceviloria,

    We went ahead and escalated this issue. We will be sure to post further updates to the issue here as we receive them going forward.

    Thanks!

    -Coach Jon

    EWC - 11172745

  • Coach Jon
    Coach Jon Moderator admin

    Hello @vinceviloria,

    Our service provider came back and stated that they would like you to try refreshing/connecting again to see if the issue is resolved. Please let us know!

    -Coach Jon

  • vinceviloria
    vinceviloria Member ✭

    Hi @Coach Jon

    Feels like it's getting closer to back to normal but not quite. I attempted to connect 5 times (based on how many MFA codes I received). Two of those times it appeared to get through but when looking in the accounts page there are errors. The balance in Simplifi does not match the balance in the Milliman site when I log in. Here is the current status in Simplifi after the latest connection attempt:

    2024-07-17 11_20_44-Window.png

    I am using the same credentials in Simplifi that allow me to log in on the Milliman site.

  • Coach Jon
    Coach Jon Moderator admin

    Hello @vinceviloria,

    Thanks for the information. We have resubmitted the escalation, and will keep you updated going forward!

    -Coach Jon

    EWC - 11172745

  • Coach Jon
    Coach Jon Moderator admin

    Hello @vinceviloria,

    Thanks for your patience. Our service provider has come back and stated the issue should be resolved. Can you try refreshing/connecting again on your side?

    -Coach Jon

  • vinceviloria
    vinceviloria Member ✭

    Thanks @Coach Jon it looks like it's working again! Hopefully it stays that way!

    @Glennms @djp Hopefully it's working now for you too?

This discussion has been closed.

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