Unable to add Ally Bank account due to not receiving code

This discussion was created from comments split from: Cannot add Ally.com savings account.

Comments

  • cncb
    cncb Member
    I am having the same problem adding my Ally account.  It never sends a security code to my phone.
  • Coach Natalie
    Coach Natalie Administrator, Moderator admin
    Hello @cncb,

    Thanks for posting to the Community regarding this issue, although I'm sorry to hear that you're experiencing difficulties connecting to Ally Bank in Simplifi!

    To clarify, how long has this issue been occurring? Have you ever been able to connect to Ally Bank in Simplifi? Also, what option(s) are you selecting from the bank list when attempting to add the account?

    Additionally, are you given any other options to choose from on how to receive the MFA code? If so, have you tried them, by chance?

    Please let me know so I can best assist! :smile:

    -Coach Natalie
  • cncb
    cncb Member
    I am trying to connect for the first time using the "Ally Bank" entry from the list.  I am only given the option of getting the code via SMS even though I also have an email address set up in my Ally Account.
  • Coach Natalie
    Coach Natalie Administrator, Moderator admin
    Hello @cncb,

    Thanks for posting back with the requested information!

    It looks like the most recent error that you're receiving when attempting to connect to Ally Bank in Simplifi is a 103 error, which is an invalid credentials error. With that being said, I would like to go ahead and troubleshoot the credentials error with you before addressing the issue with not receiving the MFA code. 

    Are you currently able to sign into Ally's website using the same credentials that you're using in Simplifi? This Article also contains some other things to check for a 103 error -- please let me know how it goes! 

    -Coach Natalie
  • cncb
    cncb Member
    My access was temporarily blocked due to too many unsuccessful login attempts when trying to connect through Simplifi.  I called them over the weekend and had access restored.  I am able to login to the Ally website with the same credentials.
  • Coach Natalie
    Coach Natalie Administrator, Moderator admin
    Hello @cncb,

    Gotcha! I'm not seeing any attempts to connect the account in Simplifi for a few days now -- were you able to give this another try after having your access restored? If not, please go ahead and attempt to add the account in Simplifi once more and let me know how it goes! :smile:

    -Coach Natalie
  • cncb
    cncb Member
    Just tried again and the same results.  It only gives me the option to receive an SMS text for the code and I never get it. 
  • Coach Natalie
    Coach Natalie Administrator, Moderator admin
    Hello @cncb,

    Thanks for confirming!

    I have gone ahead and gotten this escalated, and will be sure to post back as soon as I receive an update. :smile:

    -Coach Natalie

    CTP-2739
  • Coach Natalie
    Coach Natalie Administrator, Moderator admin
    Hello @cncb,

    Thanks for your patience as this is being researched!

    I've heard back from my Team on the escalation, and they'd like me to confirm the account type that you're attempting to add, as mortgage accounts with Ally Bank are currently being blocked as a part of this Alert: https://community.simplifimoney.com/discussion/2195/new-9-14-21-mortgage-accounts-with-several-fis-returning-a-100-error/p1?new=1

    If it's not a mortgage account, however, we can proceed with the escalation as usual, so please let me know as soon as possible. Thanks! :smiley:

    -Coach Natalie
  • cncb
    cncb Member
    I have Checking and Savings accounts with Ally, no mortgage.
  • Coach Natalie
    Coach Natalie Administrator, Moderator admin
    Hello @cncb,

    Thanks for confirming!

    I've let the Team know and will be back in touch as soon as I receive an update. :smile:

    -Coach Natalie
  • Coach Natalie
    Coach Natalie Administrator, Moderator admin
    Hello again @cncb,

    My Team would like me to confirm some additional information with you -- when signing into Ally's website, are you required to enter an MFA code? If so, is it the same process as Simplifi where you have the code sent to your phone? 

    Also, they'd like you to confirm that the cell phone number listed is correct and includes the area code. Please check this in both Simplifi when attempting to connect the account, as well as in your account settings/MFA settings with the bank.

    Please let me know, thank you!

    -Coach Natalie
  • cncb
    cncb Member
    Yes, I have the same phone number in my Quicken account as in my Ally account.  Is there a separate phone number setting in the Simplifi app?  My Ally account can send the security code to either my phone or email address. 
  • Coach Natalie
    Coach Natalie Administrator, Moderator admin
    Hello @cncb,

    Thanks for the quick reply!

    Sorry for the confusion -- I'm referring to the phone number listed when prompted to receive an MFA code from Ally to connect in Simplifi. Is this number correct and does it include the area code? And does it match what you have on file with the bank? 

    And just to confirm, you are required to complete MFA when signing into Ally's website directly, but you also have the option to have the code sent to your email in addition to your phone, correct?

    Thanks!

    -Coach Natalie
  • cncb
    cncb Member
    I don't know.  The last 4 numbers are correct but the rest of them are X-d out in the Simplifi prompt.  It doesn't offer the email option.

    I haven't had to do MFA with Ally for a while because my computer is trusted but I think that is how it would go when signing in fresh.
  • Coach Natalie
    Coach Natalie Administrator, Moderator admin
    Thank you @cncb, I'll be in touch! :blush:
  • cncb
    cncb Member
    Natalie,

    I appreciate your assistance with this, but I am not comfortable sharing this even securely.  My Simplifi trial is almost over and I probably will move on from Ally anyways due to other issues.  Thanks.
  • Coach Natalie
    Coach Natalie Administrator, Moderator admin
    Hello @cncb,

    No worries! Please disregard my last message, I posted it in the wrong place. I'll let you know when I have an update on the issue! :blush:

    -Coach Natalie
  • Coach Natalie
    Coach Natalie Administrator, Moderator admin
    Hey again @cncb,

    We've received an update from our Service Provider that a fix has been deployed for this issue -- would you mind attempting to add the account in Simplifi once again and let me know how it goes, please? :smiley:

    -Coach Natalie
  • cncb
    cncb Member
    Thanks.  It worked this time but didn't even require a security code?
  • Coach Natalie
    Coach Natalie Administrator, Moderator admin
    Hello @cncb,

    Awesome news!

    As far as not being prompted for MFA, this is a bank requirement, so unfortunately we don't have any further insight as to why it is no longer required when connecting in Simplifi. It could be that it's a trusted device now, however, Ally should be able to provide you with more information regarding that.

    Please let us know if there's anything further that I or the Community may assist with!

    -Coach Natalie
This discussion has been closed.