Valon Mortgage integration is broken - Care code: 170 (edited)

gsong
gsong Member ✭
edited August 13 in Adding and Updating Accounts

Account needs attentionWe are unable to connect to Valon Mortgage at this time.(Care code: 170)

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  • Coach Natalie
    Coach Natalie Administrator, Moderator admin

    @gsong, thanks for posting to the Community with this issue!

    Since it looks like the 170 error is occurring on an existing account connection in Quicken Simplifi, let's have you try establishing a completely fresh connection with the bank to see if doing so clears things up for you. Here are the steps for you to follow:

    1. Make all of the accounts with this bank manual by following the steps here.
    2. 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.
    3. If the connection is successful, carefully link the account(s) found to your existing Quicken Simplifi account(s) by following the steps here. 

    Let us know how it goes!

    -Coach Natalie

  • M.B.
    M.B. Member

    Did not add the new Valon account, same error code 170/ technical error. Please restore this.

    Thanks

  • Coach Kristina
    Coach Kristina Moderator admin

    Hello @M.B.,

    Thank you for letting us know you're also seeing this issue. Did this happen when trying to add a new account, or when trying to update an account that was previously connected and working in your Quicken Simplifi?

    If it was already connected, did you already try following the troubleshooting steps posted earlier in this discussion?

    https://community.simplifimoney.com/discussion/comment/54367#Comment_54367

    If you did and it didn't help, or if it's an account that wasn't previously in your Quicken Simplifi, then please send us logs so that we can further investigate the issue. To send logs, please follow these steps:

    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.

    I look forward to your reply!

    -Coach Kristina

  • M.B.
    M.B. Member

    Hi, now my Valon account is showing transactions but not the loan balance (I see my last 3 months payments and an escrow payment out). I've never seen the transaction view before - especially with no loan balance - what's wrong? Thanks

  • Coach Jon
    Coach Jon Moderator admin

    Hello @M.B.,

    Thanks for the reply. To clarify, you were able to get the account connected, but the balance is incorrect? Can you provide a screenshot showing the issue within Quicken Simplifi? Additionally, let's have you try establishing a fresh connection to see if this fixes things for you:

    1. Make all of the accounts with this bank manual by following the steps here.
    2. 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.
    3. If the connection is successful, carefully link the account(s) found to your existing Quicken Simplifi account(s) by following the steps here. 

    -Coach Jon

  • M.B.
    M.B. Member

    Hi, it was an existing account since about March when they took over my RP Funding mortgage. In April I connected Valon, and it showed the proper loan balance until July when it had that error 170. I converted it to manual, but was unable to add a new one and link like you suggested. Manual just said zero. Then, the other day that manual account suddenly has my last 3 payments and an escrow disbursement. As transactions. No idea what's going on.

  • Coach Kristina
    Coach Kristina Moderator admin

    Thank you for your reply,

    To clarify, you mentioned information suddenly appeared as transactions. Are you still seeing the error when trying to update?

    Thank you!

    -Coach Kristina

  • M.B.
    M.B. Member

    Yes, the information in the account I made manual (in the possible fix instructions) is not the balance. Before the app would specify transactions were not available/visible, only balances - but now no balance, just transactions. Same error code (170) when I try to connect the account. I think these transactions are ones that happened before July 4 when things broke, not new because the account is no longer connected.

  • Coach Kristina
    Coach Kristina Moderator admin

    Thank you for your reply,

    If the transactions became visible after you made the account manual, it most likely happened because you can see transactions in manual loan/mortgage accounts, but not in connected ones. For more information, see this article: https://support.simplifi.quicken.com/en/articles/4593261-loan-liability-tracking-in-quicken-simplifi

    Also, so that we can further investigate this issue, please send us logs. To send logs, follow these steps:

    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.

    Thank you!

    -Coach Kristina

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