AMEX High Yield Savings accounts not connecting (edited)

Hello @vladimird,

Thanks for your patience! We went ahead and got this issue escalated for you. We will post updates as we receive them here.

Thanks,

Coach Jon

EWC - 11087007

Hello @vladimird,

I have new steps to take from our service provider you will want to follow:

You will want to log in to your bank's website. You will be presented to enter your Social Security number and then your Home zip code, please do so and click Next. Then it will redirect to the authentication process and after that, you will need to create a new password. Afterward, use the latest credentials and try accessing the bank in our product to see if the issue persists. If it does, please report back with an error page screenshot from the product along with an account summary screenshot from the bank website.

Thanks,

Coach Jon

Hello @vladimird,

We have an update from our service provider for you regarding this issue. We will need to set up a customer call with you for further troubleshooting. You can provide the below data to me via DM if that is what you prefer.

1. Confirm that the email address and phone number listed on your Quicken Simplifi Account are your best contact info.
2. Provide your general availability over the next few weeks, and please also include your time zone with this.

Thanks,

Coach Jon

Hello @contactcr,

Thanks for reaching out! I would have you try connecting to the American Express and American Express - Banking instances in Quicken Simplifi to see if those work for you and bring your accounts over. Let us know!

-Coach Jon

Hello @vladimird,

Thank you for the DM! Since American Express is beginning to migrate other account types to oauth, we do not know if that includes HYS accounts. We do know that the American Express Bank FSB instance is now discontinued. I would have you try using the American Express instance, as @contactcr has had success bringing his savings HYS accounts over with that instance. Let us know if that works for you too!

@contactcr, Thank you for letting us know that the American Express instance worked for you! This can definitely help other users going forward. As for what you can do to keep your transaction history and account data, 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. Be sure to use the American Express instance again since that worked in bringing your HYS accounts over.

Thanks,

Coach Jon

Hello @contactcr,

Thanks for the DM! I would suggest making all of your American Express accounts using that instance manual first. It looks like Quicken Simplifi is recognizing a former connection already. After you have made your American Express accounts manual, you will then want to proceed with the Add Account flow to get a completely fresh connection and link your accounts. This should allow you to bring the accounts over at that time. You can view your already connected accounts in Settings > Accounts.

Thanks,

Coach Jon

Hello @contactcr,

Thanks for the quick reply! Let's have you try connecting the HYS accounts using the American Express - Banking instance in Quicken Simplifi. Let us know if that works!

Thanks,

Coach Jon

Hello everyone,

It is our understanding that any accounts previously connected to the American Express Bank FSB option need to be switched to the American Express - Banking option. You will want to 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.

If anyone is unable to connect their High Yield Savings account using the American Express - Banking option after following these steps, please let us know. We can submit some escalations to determine what's going on and how to proceed. To submit an escalation, we'll need the following info:

1. Has there been any activity in the account in the last 90 days?
2. 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?
3. Is the account a subtype of a different account?
4. Has the bank made any recent changes to its website or sign-in process?
5. Are you the owner of the account?
6. The name of the account, as it appears on the bank's website.
7. If the issue is occurring on an existing Quicken Simplifi account, the name of the account as it appears in Quicken Simplifi.
8. 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).
9. A screenshot of the Add Account screen in Quicken Simplifi showing that the account in question is missing at account discovery.

Please also submit your logs via the 'Send Feedback' option:

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 Jon