SEI Client Connect - Incorrect Holdings, Balance, Market Value, and no Investment Transactions

davidcwalls · March 22

For the past 21 days, SEI Client Connect will not sync data. Simplifi shows an error on the account: FDP-185, a MFA is required to connect to your account, followed by FDP-103, re-enter your credentials, after the initial connection attempt fails. When I re-enter my credentials, it accepts user and password, takes a few moments, then asks whether I want the one-time password as text or voice. I have tried both methods, on both iOS and web-based app. In all cases, no text or call ever comes. I have logged into SEI Client Connect directly with their app, and when I do so, it sends the OTP with no problem.

I noticed someone else reported this as well in the discussion, "FDP-530 error with SEI Client Connect". I had also had the 530 error after SEI changed their client, but that seemed to resolve, and it did sync a few times before the MFA problem occurred.

[edited title to current issue]

davidcwalls · March 22

There is apparently a post about FDP-185 for multiple FIs by Coach Natalie that was made on Jan 31, which I would follow if it seemed directly related to my problem, however, when I click the link for it that appears in other discussions, I get a permissions error, and I can't find it directly by searching.

Coach Kristina · March 22

Hello @davidcwalls,

Thank you for reaching out to let us know you're encountering this issue.

When you get a permissions error when trying to view an alert, that typically means that the issue was marked resolved and the alert was archived.

To clarify, your account was previously connected in Quicken Simplifi and working, but now is giving you a prompt for MFA, the code never arrives, and you eventually get a FDP-103 error. Is that correct?

So we can further investigate this issue, please answer these questions:

Can you please answer the following questions so we can verify what is specifically happening in your case?

Are the options presented correctly? (i.e., for SMS messages, does the last four of your phone number look correct?)
- If you see wrong options, try to sign into the bank's website to ensure accurate information.
After selecting your preferred method, how long have you waited to allow the code to come through? Does the code eventually come through but is now expired?
You mentioned that neither text nor phone call works. Do you have the option to receive the code by any other method (such as email)? If so, do you receive the code that way?
Do you experience this on both web and mobile? Do you receive the code through one and not the other?

I look forward to your reply!

davidcwalls · March 30

(The answers below are from my notes & memory - I tried to reconnect to today to confirm the answers, but I'm now getting this error: We are unable to update SEI Client Connect at this time. Please try again later. If you continue to experience issues, please contact Simplifii support. Care Code: QCS-0429-2". I am still able to login directly to SEI using their app and website.)

Within Simplifi, I don't think it shows the last 4 digits of my phone number (I didn't make a note of this, so I'm not 100% certain); however, it does show the same two options I see when I login directly to SEI: Phone Call and Text Message. When I am logging directly into SEI, it does show the last 4 digits of the phone number

Using both methods, I have waited up to several days and not gotten response.

The only options available for SEI are phone call and text message.

I experience the same behavior on both web and mobile. I have tested it on two different computers, and with two different browsers, Edge and Chrome, as well as the iPhone app.

davidcwalls · March 30

I forgot to answer your first question: yes, my account was previously connected in Quicken Simplifi and working, but for several weeks, after I have entered my credentials and selected an option for MFA, the code never arrived, and I eventually got a FDP-103 error. As of today, it isn't accepting the credentials, so I don't get to the MFA prompt.

Coach Kristina · March 30

Thank you for your replies,

When did you see the QCS-0429-2 error message? The recommended troubleshooting when you see that message is to wait a full 24 hours, without making any further attempts, then after that time has passed, try again. If you haven't already done that troubleshooting, please give it a try.

So that we can look into this issue further, please send us logs. 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.

Thank you!

davidcwalls · March 30

I just got the QCS-0429-2 error today, so I will wait until tomorrow to see if that error clears, then send the logs as per your instructions.

davidcwalls · March 31

I waited 24 hours and once again got the QCS-0429-2 error when I entered my SEI credentials

Coach Natalie · March 31

@davidcwalls, thanks for allowing some time and posting back!

When viewing your connection attempts from our end, as well as this thread, it doesn't look like you've attempted to establish a completely fresh connection with the bank. Please give these steps a try and let us know how it goes!

Make all of the accounts with this bank manual by following the steps here.
Once you see the account(s) listed in the Manual Accounts section under Settings > Accounts, go back through the Add Account flow to reconnect to the bank.
If the connection is successful, carefully link the account(s) found to your existing Quicken Simplifi account(s) by following the steps here.

davidcwalls · March 31

Thank you for your additional guidance. I followed the instructions with the following results:

Make account manual - success

Add the account - I successfully entered my user ID and password, I was prompted for a OTP, and I received the OTP (woohoo, that's progress!). However, after having entered the OTP, I received the error: "We are unable to connect to SEI Client Connect at this time. Care Code: FDP-101"

Coach Natalie · March 31

@davidcwalls, thanks for giving those steps a try and posting back!

It looks like we already escalated the FDP-101 error for SEI Client here:

https://community.simplifimoney.com/discussion/11676/fdp-101-error-with-sei-client-connect-edited

There is no update on the ticket yet, but once we hear back from our service provider, we will have more insight into the issue. Please bookmark the other post so you can follow along for updates! Let us know how things go by commenting back here.

Coach Natalie · April 1

@davidcwalls, it looks like the other user's escalation ticket came back as resolved. Can you give the connection another try and let us know how it goes, please?

Thanks!

davidcwalls · April 1

I'm now getting FDP-102, so I'll wait two more days and try again as suggested in the other thread.

davidcwalls · April 5

Exec summary: reconnection worked and appears to sync, but balance and holdings are incorrect.

I waited until Wednesday and added the account, apparently successfully: it accepted user ID and password, asked for and accepted the OTP delivered via text message, and allowed me to follow the instructions to reconnect it to the manual account. After it spent a few moments syncing, I checked the Dashboard and Investments screens and found that the Market Value and holdings are unchanged from the value they had in late February (17 of 19 holdings now show the correct number of shares, but the wrong price & value). The Current Balance shows $0.00, which is also reflected in my Net Worth.

Based on my belief that the system does batch processing for some of these numbers, I waited again to see if the numbers would correct themselves, but they haven't as of today. When I sync all accounts, SEI seems like it is working by asking for and accepting UserID, password and OTP, however, the balance and holdings remain wrong and out-of-date respectively.

Coach Kristina · April 5

Thank you for the follow-up,

When I check on our end, I'm not seeing any errors. Are you seeing any errors on your end, or is it acting like it's connected, but failing to update? Is it downloading any transactions? Is the Market Value wrong due to not having current holdings information, or is it not even reflecting the correct value for the holdings it sees?

I look forward to your response!

davidcwalls · April 5

Thanks for checking.
I’m not seeing any errors; it acts like it is connected but fails to show any changes. The investment transaction list shows “no transactions found“. The total market value appears to be calculated correctly based on the number of shares and price, but these seem to have last been updated in late February.

Coach Kristina · April 5

Thank you for your reply,

Based on the information you've provided, it sounds like the quote service is updating correctly, but no information is coming in from the financial institution.

Since you said it's not seeing anything that happened since late February, the issue probably isn't coming from pending transactions. However, just to be on the safe side, would you please confirm that the missing information is indeed posted on the financial institution side?

If the missing information is posted on the financial institution side, the next troubleshooting step is to make the account manual (for instructions, click here), then add the account again (for instructions, click here), and carefully link it to the correct account in Quicken Simplifi (for instructions, click here).

Please let me know how it goes!

davidcwalls · April 6

I went through that process again: make the acct manual, add account, connect to the manual acct. It appeared to be successful in the sense that it accepted user ID, password, OTP, and it showed the accounts I have with SEI. However, after completion and syncing, I see no change in holdings, balance, or market value.

Do you have any other troubleshooting ideas? Otherwise, I'm wondering if I should completely delete the account and try starting fresh. I'd lose a year's worth of performance data, but I think I could manually put together a CSV of balance history from my old statements and import it. (I can export transactions from SEI but not balances - it seems like lots of companies are moving away from full export functionality to try to lock-in clients.)

davidcwalls · April 6

I forgot to mention that I did check the SEI site, and it does show transactions and balances going back years, including the recent period that is not being synced into Simplifi.

Coach Kristina · April 6

Thank you for the follow-up,

So that we can further investigate, please provide a screenshot of the incorrect balance information (and lack of transactions) on the Quicken Simplifi side and a screenshot of the correct information (and transactions that should be downloading into Quicken Simplifi) on the financial institution side (please make sure the screenshot shows the full URL for the webpage). Please redact any personal information. If you are not comfortable posting that information in this discussion, please send it via DM.

Additionally, please send logs. 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.

Thank you!

davidcwalls · April 7

requested info sent in DM

Coach Natalie · April 7

@davidcwalls, thanks for sending info via DM!

It looks like we need a few more pieces of data from you:

A screenshot of the balance for the account in the Accounts List in Quicken Simplifi (this is the list of all accounts and balances on the left side of the Dashboard on the Quicken Simplifi Web App, or the list of all of your accounts when you select "Accounts" from the Quicken Simplifi Mobile App).
A screenshot of the Accounts Summary page from the bank's website that has a wide enough scope to show the full page URL. This is the landing page after signing in, and typically lists all accounts and balances. You will want to take this from a web browser and not a mobile browser, as well as redact any private info such as account numbers.
A screenshot, or more screenshots, that show the full list of Holdings on the bank's website (the list in your current screenshot appears to be cut off).
A screenshot, or more screenshots, that show the full list of Holdings from Quicken Simplifi's Investments Portfolio page (the list in your current screenshot appears to be cut off, and these need to show a full comparison).
An outline of what specific Holdings are incorrect in Quicken Simplifi.

Much appreciated!

davidcwalls · April 7

Screenshots have been sent via DM to Coach Natalie.

The holding with incorrect number of shares is TCGXX; the share prices are different for all holdings except cash accounts (this is not a major concern for me since they are in the general ballpark, however, in the past the prices tracked much more closely, and I think this is caused by lack of updating since late Feb)

Coach Natalie · April 7

@davidcwalls, thank you!

I have escalated the issue you're seeing with a $0 balance in the Accounts List, incorrect holdings and market value in the Portfolio, and the missing Investment Transactions. I will post back with updates!

CTP-12658

SEI Client Connect - Incorrect Holdings, Balance, Market Value, and no Investment Transactions

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