Ohio University Credit Union - can't connect credit card (edited)
I use a regional credit union (OUCU Financial) for my personal checking account and go-to credit card. They issued my credit card and transactions are tracked on their online banking platform.
Over the summer of 2025, they updated their platform. In the past, all four of my accounts with them (checking, savings, mortgage, and credit card) were connected and displayed on Simplifi. I relied on the credit card transactions in Simplifi to help with category budgeting and monitor transactions. But currently, after their migration to their new online banking platform, Simplifi no longer finds and connects to the credit card account. It finds and connects to the other three (checking, savings, mortgage) without issue. The issue started in July.
Following the advice from Simplifi support, I reset the connection with OUCU Financial in an attempt to re-add the credit card, but no luck. I've tried resetting every few days in case the issue got resolved, but no luck. Again, the problem is only with the credit card account, not the other three. But Simplifi loses a lot of value to me if those transactions aren't part of the data, and adding manually would nullify the convenience of the service.
Comments
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Hello @olwhatshisname,
Thanks for reaching out! I was able to locate your previous interaction with our support team for this issue. Per the previously escalated ticket, did you ever try establishing a fresh connection by making the account manual and re-linking to see if that fixes the current issue? The instructions to do that are:
- Make all of the accounts with the 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.
Let us know!
-Coach Jon
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@Coach Jon Yes, I recall going through that process before the ticket was set as escalated. The result was only 3 of the 4 accounts (all but the credit card) were listed when I reconnected to the bank. I re-linked them without issue, but the credit card account wasn't found so it's still listed as manual.
After seeing your comment I tried these steps again following your instructions. I got the same result, the 3 other accounts are re-linked but Simplifi didn't find the credit card account.
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Hello @olwhatshisname,
Thanks for the reply! The escalated ticket in question is currently resolved. I would definitely suggest that you reach back out via chat support to see about getting this issue re-escalated so that our team can work on resolving the issue you are still facing.
-Coach Jon
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I'm confused, how it could be marked resolved if the issue is still occurring? I was told it was marked as escalated, then heard nothing after. I started this thread because I heard nothing back about the escalated ticket and I don't recall being told it was resolved.
Can it not be re-opened based on this interaction? Last time I spent about an hour with a support member looking at this issue before they created the escalated ticket. I don't fault them for that, they were helpful and doing what they could. But I don't have time to chat with someone for another hour just to get back to square one
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Hello @olwhatshisname,
Thanks for the reply. I can certainly understand your confusion. The support team member you originally worked with did notate the ticket with what was done, so they would be able to continue from that point as far as troubleshooting. We generally try to keep troubleshooting itself to the mode of contact our users originally used to make sure we are not losing track of any information. I would definitely suggest reaching back out via chat so that the issue at hand can be re-escalated!
-Coach Jon
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I reached back out to chat as recommended this afternoon. I was asked to run through the exact same process that was laid out in the first reply to this post. Again, it connected to the 3 other accounts I have with this credit union but not the credit card. I also provided screenshot as requested. Less than 10 minutes after submitting them the team member sent me a message that read "It appears you might have stepped away" and closed the conversation. I never left the browser window, so no idea why that happened.
Can't this be addressed with the information already provided? Can the ticket be re-opened and I notified if there's any answers, good or bad?
Maybe there's nothing you all can do about this, and that's fine, it's a complicated service with lots of moving parts. But I'd rather be told that there's no fix instead of tickets getting "resolved" when nothing is confirmed fixed, getting no follow up on an "escalated" ticket, and getting ghosted on chat after being encouraged to go there for further help.
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Hello @olwhatshisname,
I apologize for your recent experience. We in the community cannot reopen the ticket you previously escalated since that was done with our chat support team. That would have to be done by reaching back out via chat support. However, we can work on troubleshooting the issue here and create a new ticket if you prefer. Just let us know if that is the route you would like to take.
Additionally, even if the chat is closed due to no response, you should still be able to access that chat and continue it, and it will reopen it on our end. You can also start a new chat at any time, or reach out to our phone support:
I hope this information helps!
-Coach Jon
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I'd rather address it here than in chat.
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Hello @olwhatshisname,
Thanks for the reply. In that case, please provide the following information to better assist us with troubleshooting this matter:
- Has there been any activity in the account in the last 90 days?
- 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?
- Is the account a subtype of a different account?
- Has the bank made any recent changes to its website or sign-in process?
- Are you the owner of the account?
- The name of the account, as it appears on the bank's website.
- If the issue is occurring on an existing Quicken Simplifi account, the name of the account as it appears in Quicken Simplifi.
- 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).
- A screenshot of the Add Account screen in Quicken Simplifi showing that the account in question is missing at account discovery.
We will also need logs to be supplied:
- 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.
-Coach Jon
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The most recent activity for the credit card account shown in Simplifi was was on July 6, so less than 90 days. The card itself is used at least weekly and has been used since then
The account is not external to the bank, as far as I'm aware. The card was issued by the bank. It is part of the bank's account summary on their new online banking platform, which does not take me to a different site/URL. That is a change they made starting in late June (see below).
Yes, the bank moved to a new online baking platform in late June. This is where I assume the cause of the issue is. They use the same URL login, but the platform is different. Initially the credit card account was still found by Simplifi and transactions appeared for roughly a week after the changed. Then in early July, Simplifi no longer connected to the credit card account, while still finding and connecting to the other three.
Yes, I'm the owner of the account
I'm not comfortable putting personal or bank information in this forum, but I've attached the screenshot of the Quicken add account summary
I've submitted the feedback as instructed
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Hello @olwhatshisname,
Thank you for the information! We will still need 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). You may feel free to DM me personally for privacy reasons.
-Coach Jon
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Ok, I sent a DM with the requested screenshot
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Hello @olwhatshisname,
Thanks for the screenshot! Before I escalate this issue, I would like you to try connecting using the other OUCU option in Quicken Simplifi, to see if it brings your missing account.
I can see that you are using the Ohio University Credit Union option. Does the Ohio University CU option work?
-Coach Jon
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No, it didn't. I just tried the re-connection process outlined above with Ohio University CU. Same exact result, credit card account but the other three found and connected
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Hello @olwhatshisname,
Thanks for the confirmation! I did get this issue escalated and will be sure to follow up here when we have a status update from our service provider on this issue.
In the meantime, you can track the account manually by adding manual transactions, which will keep your records up-to-date. Here are the steps to do so: Managing Transactions in Quicken Simplifi | Quicken Simplifi Help Center
-Coach Jon
EWC - 11910683
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Hello @olwhatshisname,
I am back with an update from our service provider on this issue. They did reach out to the financial institution regarding this issue and are currently waiting for an update. In the meantime, I would suggest to keep trying to connect your credit card account every once in a while within Quicken Simplifi, while a solution is being worked on.
-Coach Jon
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Hello,
This issue continues for my Simplifi account. I have tried reconnecting my credit union accounts weekly, most recently today, and the credit card account is still not found or connected.
I reached out my credit union's support team, who then reported the issue to their vendor (presumably their online platform vendor). They told me to talk to Simplifi support for further help.
Here is the most recent message, in case it's helpful in any way:
"Per resolution from our vendor on this issue - 'User will have to reach out to Quicken Simplifi for this issue. From Nfinia platform if the account is visible then it means that we are showing the credit card account. I think Quicken Simplifi is coming via screen scraping and it is breaking when trying to access credit card account'
So the member will need to get in contact with Quicken's support team for further support."0 -
Hello @olwhatshisname,
Thanks for the update! These issues can take time to resolve, unfortunately. I would allow more time for this, and in the meantime, track the account manually, which will keep your records up-to-date. Here are the steps to do so: Managing Transactions in Quicken Simplifi | Quicken Simplifi Help Center
-Coach Jon
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